If your support phone rings off the hook with the same questions, or callers get lost in a maze of transfers, it’s time for an IVR. Setting up an IVR (Interactive Voice Response) in Callhippo is a solid way to get callers to the right place, fast—without making your team play phone tag all day.
This guide is for anyone managing support lines who wants less chaos and fewer headaches—whether you’re a small shop or a fast-growing crew. We’ll walk through the real steps, what’s worth tweaking, and what you can skip.
Why bother with IVR?
Let’s get this out of the way: IVRs have a terrible reputation. Most people think of long, confusing menus and robotic voices. But a simple IVR can:
- Route callers where they need to go (sales, support, billing, etc.)
- Cut down on transfers and hold times
- Free up your team to handle actual problems, not direct traffic
Done right, it’s less about “press 1 for frustration” and more about “get answers faster.”
What you need before you start
Don’t jump into Callhippo’s IVR builder just yet. First, get these ducks in a row:
- A map of your call flow
Who should get which type of call? Draw this out—whiteboard, napkin, whatever works. Typical branches: Sales, Support, Billing, Operator. - A script for your menu
Write out what the caller will hear. Keep it short, clear, and don’t pile on options. (“Press 9 for something you’ll never need” is a fast way to annoy people.) - Your team’s extensions or groups
You’ll need to know where each IVR option should send the call.
Pro tip:
If your team is small, don’t overcomplicate it. Two or three options is plenty.
Step 1: Log in and get to the IVR settings
- Sign in to your Callhippo dashboard.
- From the left menu, go to Numbers and pick the number you want to add an IVR to.
- Click on Call Flows or IVR Studio (the wording sometimes changes, but it’s one of those).
If you don’t see IVR as an option, your plan might not include it. Callhippo keeps some features locked behind higher-tier plans—don’t waste time searching if you’re on a basic plan.
Step 2: Start a new IVR flow
- Hit Create IVR or Add Call Flow.
- Give your IVR a name (internal only; callers won’t hear this).
- Pick the number this IVR will attach to. Usually, it’s your main support or sales line.
Heads up:
You can only attach one IVR to a number. If you’ve already got one, you’ll have to edit or replace it.
Step 3: Build your IVR menu
This is where you lay out the options callers will hear.
- Record or type your greeting
You can upload a recording, use text-to-speech, or record straight from your browser. Keep it simple:“Thanks for calling Acme Widgets. For sales, press 1. For support, press 2. For billing, press 3.”
Don’t cram in every department, and avoid “for more options, press 9” unless you really need it.
- Set up menu options (branches)
For each number (1, 2, 3, etc.), pick what happens: - Route to a team member or group
- Route to voicemail
- Play a message
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Go to another IVR menu (try to avoid IVR-ception unless you’re a big company)
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Configure timeouts and invalid entries
Decide what happens if someone just waits or presses the wrong button. Usually: - Repeat the menu once or twice
- Then send to a default option (like a receptionist or voicemail)
What works:
- Keeping choices to 3–5 tops
- Recording a human-sounding greeting (robot voices feel cheap)
- Making “talk to a real person” an option
What doesn’t:
- Nested menus (“For more options, press 7, then 8, then 2”)
- Long intros (“Your call is very important to us…”—nobody believes this)
Step 4: Assign call routing actions
Here’s where you hook up each IVR option to your team.
- Click on each menu option (e.g., “1: Sales”)
- Assign it to a user, a department/group, or an external number
- Set call handling rules (ring all, ring in order, voicemail if unanswered)
If you have teams spread across time zones or shifts, use Callhippo’s scheduling features so calls route differently after hours.
Stuff to ignore (for now): - Advanced call forwarding or CRM integrations—get the basics working first.
Step 5: Test your IVR (before you unleash it)
Don’t skip this. Even simple IVRs can break in weird ways.
- Call the number yourself. Try every menu option.
- Press a wrong button—see what happens.
- Wait and say nothing—see where you end up.
- Ask a coworker to try it without directions.
You’ll be shocked at what you miss the first time. Rewrite awkward prompts, fix dead ends, and make sure every call lands somewhere useful.
Step 6: Go live and monitor
Once it sounds right, hit Save or Activate. Your IVR is now live.
- Tell your team what changed—calls will start coming in differently.
- Keep an eye on missed calls and voicemails for the first week.
- Be ready to tweak menu options or routing if you see confusion or bottlenecks.
Call volumes spike? Something’s broken? It’s okay—IVRs are easy to edit, and you’ll get better with each round.
Pro tips and real-world advice
- Don’t automate everything: Some callers really do need a person. Always offer a “talk to an operator” or “press 0 for help” option.
- Keep scripts human: If your menu sounds like a robot or a lawyer wrote it, rewrite it. Clarity over fancy words.
- Track what fails: If everyone mashes “0” or hangs up, your IVR is too complicated.
- Update often: Your business changes, so should your IVR menu. Don’t set it and forget it for years.
- Annoying hold music? Swap it for silence or something neutral. Bad music makes people hang up faster than you think.
Common mistakes to avoid
- Too many options: If callers need a spreadsheet to navigate your menu, you’ve overdone it.
- No escape hatch: Always let callers reach a human.
- Ignoring feedback: If your team or customers complain about the IVR, listen. Fix what’s broken.
- Not testing updates: Every time you change the IVR, test it all again. Bugs sneak in.
Keep it simple and tweak as you go
An IVR isn’t a one-and-done project. Start basic. Make it so callers can actually get help. Then, tweak as you learn what works for your team and your customers. The goal isn’t a fancy phone maze—it’s less chaos for everyone.