Chatbots & AI
IVR system setup (voice call routing)
5 minutes read time Difficulty: advanced
IVR system setup
Create automated voice menus that route callers to the right department.
What is IVR?
IVR (Interactive Voice Response) plays voice prompts and routes callers based on their keypad input (DTMF tones).
Example: "Press 1 for Sales, Press 2 for Support, Press 3 for Billing"
Setting up IVR
- Go to Chatbot → IVR Flows
- Click "New IVR Flow"
- Use the visual editor to build your call tree
- Add nodes: Greeting → Menu → Route to agent/team
IVR node types
| Node | Purpose |
|---|---|
| Greeting | Play welcome message (TTS or audio file) |
| Menu | Present options, wait for keypad input |
| Route | Transfer to agent, team, or another menu |
| Voicemail | Record a message if no agents available |
Text-to-Speech
AIsoule uses Piper TTS to convert text to natural-sounding speech:
- Type your greeting text
- Select voice/language
- Preview before saving
Tips
- Keep menus short — Max 4-5 options
- Most common first — Put the most-used option as #1
- Always offer agent — "Press 0 to speak with an agent"
- Test the flow — Call your own number to verify
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