Set up interactive voice response

Interactive voice response (IVR) is a system that allows automated interactions with callers through pre-recorded voice prompts and keypad inputs. IVR enhances customer service, improves operational efficiency, and streamlines the calling process. It provides a convenient and effective way for you to handle a high volume of calls while ensuring accurate call routing, personalized self-service options, and round-the-clock accessibility for customers.

Create an IVR menu

The information below details the steps you must take to create an IVR menu.

Choose a name and number

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, under Tools, click Calling. Then, click Interactive voice response. 
• Click Add IVR menu. 
• In the Name field, enter a label for your IVR menu.
• Click the Phone number dropdown menu and select the number you want to use for inbound calls that will lead callers to the IVR menu. 

Please note: you can only select a number that isn't assigned to a user or calling channel. If all your numbers are assigned, click Get a HubSpot number so you can adjust your phone settings or get a new HubSpot number.

• Click Continue. You'll be redirected to the IVR editor where you can configure the keypad. 

Create, upload, and edit audio messages

Your audio message is the audio callers will hear when they dial your IVR number. You can create your audio message at any time during the process. To create or upload audio messages:

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, under Tools, click Calling. Then, click Interactive voice response. 
• Click Edit audio messages.
• In the Message name field, enter the label for your audio.
• Click the Choose type of message dropdown menu and select Text-To-Speech or Upload Audio. 
• If you selected Text-To-Speech: 
  • In the Enter your message field, enter the text you would like to use to create an audio message. 
  • Click the Language dropdown menu and select the language you want your message to be read in.
  • Click the Voice dropdown menu and select the voice you want your message to be read in. Click the playerPlayplay icon to preview each voice. 

• If you selected Upload Audio:

• • Click Upload file to upload the audio file you want to use. Then, select your audio file.
  • Click the playerPlayplay icon to preview your audio.
  • Click the delete trash icon to delete the audio. 

• Click Save.

To edit audio messages: 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, under Tools, click Calling. Then, click Interactive voice response. 
• Click Edit audio messages.
• Click the Edit existing audio messages tab.
• Hover over the audio message you want to change, and click Edit.
• Once you've made your edits, click Save.

Configure the keypad and routing numbers

Please note: in order to select a team to route calls to, your team calling channels must already be setup. Follow steps here to setup team calling in inbox or help desk.

If you are editing a keypad or routing numbers, or if you weren't redirected to the IVR editor: 

• In your HubSpot account, click the settings settings icon in the top navigation bar. 
• In the left sidebar menu, under Tools, click Calling. Then, click Interactive voice response. 
• Hover over the IVR menu you want to edit. Click Actions, then select Edit.

To configure the keypad and routing numbers:

• Click the Keypad (IVR) menu. 
• Click the Choose an audio message dropdown menu and select the audio you would like to use for the menu. 
• In the Keypad settings section, click Add keypress to add more branch menus. Click the delete trash icon to delete a keypress. Be sure the key prompts match your audio. 
• Click the Keypress dropdown menus to change the number associated with each branch.

• Click Save.
• To choose which users (Sales Hub or Service Hub Enterprise seat only) and teams the call will be directed to, click each Ring To box. 
• In the Ring to dropdown menu, select the phone number that should ring for each keypress. For example, in the example below, when a caller presses Keypress 0, they should be redirected to the phone number for support ticket calls. 

• Click Save. Be sure to select a phone number for every Ring To box.
• To configure additional submenus, click the applicable keypress branch. Then, select Keypad (IVR) Menu and continue configuring the menu options.

• If you want the IVR to ring a user or team when the caller doesn't make a keypress selection, in the Wrong Input/No Input section, click the add plus icon to select a Ring To number.

• To save your settings, in the upper right, click Save. Then, select Save without publishing.

Publish the IVR

Once you have created your IVR menu, configured the keypad menu, and assigned your Ring To to phone numbers, you can publish your IVR. To publish your IVR, from the IVR editor, click Save and Publish.

Please note: you must resolve all alerts before publishing.

If you saved an IVR menu without publishing it, but now you are ready to publish it:

• In your HubSpot account, click the settings settings icon in the top navigation bar. 
• In the left sidebar menu, under Tools, click Calling. Then, click Interactive voice response. 
• Next to the IVR menu you want to publish, toggle the Status switch on.

Once your IVR is published, you will be ready to receive inbound calls to the IVR phone line.