Nobody likes getting lost in a phone menu, but a well-built IVR (Interactive Voice Response) system can make life easier for your callers and your team. This guide is for anyone setting up or managing IVR menus in Krispcall, whether you’re new to business phone systems or just tired of listening to “press 1 for sales” on repeat.
We’ll walk through how to create, tweak, and manage IVR menus in Krispcall, plus a few things you can skip to save time. If you want callers routed quickly—and without headaches—you’re in the right place.
What Is an IVR Menu, Really?
Before we start clicking around, let’s clear up what we’re talking about. An IVR menu is that automated voice system that greets callers (“Press 1 for support...”), then sends them to the right person or department based on what they choose.
A good IVR menu: - Gets callers where they need to go, fast - Cuts down on wasted time for your team - Reduces hang-ups from frustrated callers
A bad IVR menu? Endless loops, confusing options, and angry customers. Krispcall gives you the tools to make a solid IVR, but you have to know how to use them (and when to keep it simple).
Step 1: Map Out Your IVR Before Touching Krispcall
Don’t jump into the software yet. The first mistake most folks make is building the menu as they go. That’s how you end up with “Press 9 to repeat these confusing options.”
Do this instead: - Sketch your call flow on paper or use a simple flowchart tool. - Decide what the main options should be (e.g., Sales, Support, Billing). - Limit choices—4 or fewer is ideal. If you have more, group them smartly. - Think about what happens if nobody picks up or the caller presses nothing.
Pro tip: Actually call your own business and play “mystery shopper.” See where you get stuck.
Step 2: Access IVR Settings in Krispcall
Alright, now you’re ready to log in.
- Sign into your Krispcall dashboard.
- Head to “Settings” (usually a gear icon on the left sidebar).
- Look for “IVR” or “Call Flow” under the Phone System or Numbers section.
If you don’t see IVR options, check your plan. Some Krispcall plans limit advanced phone features—no amount of clicking will help if you don’t have access. If you’re stuck, talk to their support before fighting the interface for an hour.
Step 3: Create a New IVR Menu
You should see an option like “Add IVR” or “Create New Menu.” Click it. Here’s what you’ll usually set up:
1. IVR Name
- Keep it short and clear—“Main Menu” or “Support Line IVR.”
- If you have multiple numbers or menus, be specific.
2. Greeting Message
- You can use Krispcall’s built-in text-to-speech, upload a recording, or record directly in the app.
- Write a script before recording. Avoid long intros—get to the options quickly.
- Example: “Thanks for calling Acme. For sales, press 1. For support, press 2. For billing, press 3.”
What works: Friendly, clear, and brief greetings. What doesn’t: Listing every department you’ve ever had. “Press 9 for warehouse returns” just confuses people.
3. Menu Options
- For each number (e.g., 1, 2, 3), set what happens:
- Forward to a user or group
- Send to voicemail
- Play another message
- Go to a sub-menu (if you’re feeling fancy—but don’t overdo it)
- You can usually set timeouts or default actions (“If no input, send to Reception”).
4. Error Handling
- Decide what callers hear if they press the wrong key or do nothing.
- “I’m sorry, I didn’t catch that. Please try again.” After two misses, send them somewhere—don’t just loop forever.
Pro tip: Test every option as you build. If you forget to assign an action, some callers will hit a dead end.
Step 4: Assign the IVR to a Number
IVR menus don’t do anything until you connect them to your phone numbers.
- Go to your list of numbers in Krispcall.
- Pick the number you want to use.
- Under call routing or advanced settings, select your new IVR menu as the main action for incoming calls.
If you have multiple numbers (say, for different regions), you can assign different IVRs—or reuse the same one—depending on your needs.
Step 5: Test Like a Real Caller
Don’t assume it works. Even if it looks perfect in the dashboard, you need to call in from an outside phone and try every option, including invalid ones.
- Press each key and check where you end up.
- Try not pressing anything—see what happens.
- Make mistakes on purpose.
- Listen for awkward silences, cut-off messages, or dead ends.
What works: Testing with a couple of real people who haven’t seen your setup. What doesn’t: Relying on what the IVR “should” do.
Step 6: Make Changes Based on What You Learn
Krispcall makes it pretty easy to edit your IVR menus. If you find something confusing or callers complain, tweak it:
- Shorten the greeting, or split long menus into two.
- Move your most-used options to the front.
- Remove anything people never pick.
- Update routing if team members change.
You don’t have to get it perfect the first time. IVRs are meant to be adjusted as your business grows.
Tips to Keep Your IVR from Becoming a Nightmare
Here’s what I’ve seen trip people up (and what you can safely ignore):
- Don’t overcomplicate. The more layers and sub-menus you build, the more likely callers will get lost.
- Skip fancy features unless you need them. Speech recognition is cool, but if “press 1” works, stick with it.
- Ignore the urge to mimic big corporations. Your business isn’t a bank—nobody expects a 6-minute menu.
- Keep hours and holidays up to date. If your hours change, update the IVR so callers aren’t sent to a black hole.
- Monitor call reports. Krispcall gives basic analytics. If lots of people bail at the menu, you’ve got a problem.
Common IVR Mistakes (and How to Dodge Them)
- Too many options. Four is usually plenty. More than six and you’re asking for trouble.
- Vague descriptions. “Press 2 for customer care” means nothing—be specific.
- Not routing voicemails. If nobody answers, make sure there’s a voicemail or fallback, not just endless ringing.
- Forgetting non-business hours. Set up after-hours routing or a message, so callers aren’t left hanging.
If You Need to Manage or Edit IVRs Later
- Go back to the IVR section in Krispcall.
- Click on the menu you want to edit.
- Change greetings, options, routing, or error messages as needed.
- Save and re-test.
Making changes is easy, but don’t be afraid to scrap and rebuild if your menu turns into a mess. Simple is almost always better.
Wrapping Up: Keep It Simple, Stay Flexible
IVR menus are supposed to help people, not frustrate them. The tools in Krispcall are solid, but the real key is to keep things clear, short, and flexible. Start with the basics, see what your callers actually need, and don’t be afraid to change things if people get stuck. The best IVR is the one nobody complains about—aim for that and you’ll be ahead of most.