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Building a simple support IVR in Smartflows

Creating a simplified Interactive Voice Response (IVR) system in Smartflows helps streamline call routing, reduce wait times and abandoned calls, and improve customer satisfaction. A well-structured support IVR can guide callers to the right teams with minimal menu navigation while being easy to maintain and scale.

In this article we will guide you through:

  • Setting up business hours on your phone lines
  • Adding voicemail messages
  • Configuring your IVR menu
  • Assigning teams to IVR branches
  • Publishing your Smartflow

Set up a simple support IVR

Set up business hours

Define when your support team is available to take calls.

Steps

  1. In your Smartflow number, add a Time Rule widget.
  2. Configure your team’s business hours (e.g. Monday to Friday, 8:00 AM to 5:00 PM).
  3. Route calls to business-hours handling during open times, and to after-hours voicemail when closed.
TIP:
Use a single time rule to keep configuration clean and easy to update.

Add voicemail messages

Prepare customized voicemail messages for different time periods.

Steps

  1. In your Smartflow number, add Voicemail widgets to function:
    • During business hours (e.g. when no one answers).
    • Outside of business hours.
  2. Use the Text-to-Speech or Upload an audio file (MP3 or WAV) option to record clear, concise messages.
TIP:
Keep voicemail messages short and informative to encourage customers to leave their contact details.

Configure the support IVR menu

Set up a keypad menu that clearly directs callers to the correct support area.

Steps

  1. In your Smartflow number, add a Keypad/IVR widget to your flow.
  2. Provide clear menu instructions (e.g. “Press 1 for App Support, 2 for Dashboard Support, 3 for Billing”).
  3. Add branches for each option.

Assign teams to IVR branches

Each menu option should route to the appropriate team.

Steps

  1. For each branch, use a RingTo widget to route calls to the corresponding team/agent.
  2. Configure ring duration and ringing rules to optimize responsiveness.
  3. Add a generic voicemail message after each RingTo widget for unanswered calls during business hours.
IMPORTANT:
Ensure all paths end in voicemail or another fallback to avoid dropped calls.

Publish your Smartflow

Steps

Once all configurations are in place:

  1. Review your IVR flow for completeness.
  2. Click Publish to activate it.

Your simplified support IVR is now live and ready to serve your callers effectively.

Learn more about Call distribution in Smartflows in our article Smartflows: Call routing overview
 

Jordan W.