# Set up a Kustomer Voice assistant for IVR

> Reduce wait times by creating custom IVRs for Kustomer Voice to automate responses and direct calls to the correct team With an IVR you can also improve custo

Source: https://help.kustomer.com/en_us/set-up-voice-assistant-rJNZl9DUp

Last updated: 2026-08-13T17:37:58.465Z

Reduce wait times by creating custom Interactive Voice Responses (IVRs) for Kustomer Voice to automate responses and direct calls to the correct team. With an IVR, you can also improve customer satisfaction by offering support in multiple languages and outside of regular business hours.  
  
Consider the following IVR configuration as a practical example:  
1\. A customer calls your support line.  
2\. The Voice Assistant asks:  
   “Press 1 for Billing, press 2 for Technical Support.”  
3\. The caller presses **2**.  
4\. The IVR assigns the **Technical Support** queue.  
5\. A voice work item is created with:  
   • Queue: Technical Support  
• Status: `queued`  
  
From this point forward, routing logic looks for an available agent in the assigned queue.  
No additional routing step is required to determine where the call should go.

**Who can access this feature?**

**User types**

Admins can create an IVR.

  

### In this article

*   [Create a voice assistant](#create)
*   [Available Kustomer Voice interactions](#interactions)

### Creating a voice assistant

1.  In the left navigation, click **Settings ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7f9f90d60f4752761ed60768e8a215a1.png).**
2.  From the Settings page, locate **Kustomer IQ** and click **Customer Assist**.
3.  Click + **Add Assistant.** A number of templates are available. This tutorial will walk through creating an assistant. 
4.  Click **Create from scratch**. Select the **Lite** assistant, which is free to use with Kustomer Voice. **Lite** assistants can:
    1.  Collect customer contact information.
    2.  Perform agent transfers, which add callers to specific queues.
    3.  Route conversations (either based on customer input, or via IVR routed through Kustomer Voice) to correct teams via queues.
5.  Select the **Voice** channel, then click **Continue**. 
6.  Enter a name for the assistant. 
7.  Decide if you want to turn on the inactive customer reminder, then click **Add Assistant** to complete setup.

### Editing voice interactions

By default, the new voice assistant plays a message when a customer calls and then transfers the call to an agent. Kustomer Voice functionality is greatly expanded when using interactions to communicate through messages other than the initial prompt. For example, customers calling outside business hours or seeking other services can be correctly routed to various queues through interactions. 

You can edit the assistant using the available voice interactions.

To edit voice interactions:

1.  From the **Customer Assist** page, click the **Kustomer Voice** tab. Your created voice assistants will be listed. 
2.  On the right side of the voice assistant you wish to edit, click the **Edit** button. The voice interactions page opens. 
3.  In the left panel, click **\+ Add Dialog** to add a new dialog. 
    1.  Enter a name for the new dialog.
    2.  Click **\+ Add Interaction** to add a new interaction. You can select either **Text to speech**, or click **Add voice recording** to upload your own voice prompt.
    3.  Repeat step 3 as needed to build on your interaction, if it requires multiple prompts. 
    4.  Beneath the **Dialog continues to:** subhead, click **\+ Add End Interaction**. [Interactions for Kustomer Voice assistants](#interactions) include:
        1.  **Collect customer input**  
        2.  **Collect language preference** 
        3.  **Redirect to dialog** 
        4.  **Transfer to an agent** 
        5.  **Send to voicemail** 
        6.  **Transfer to an AI Agent** 
        7.  **Start recording** 
    5.  At the top right of the voice interactions page, click **Publish** to publish your assistant. You can also click **Save draft** to return to this screen and complete your setup. 

![Assistant welcome dialog](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/54ab04b2cbcab276c6482414b045f5bf.png)

**Note:** It is possible to [route a call by a customer attribute](https://help.kustomer.com/en_us/routing-kustomer-voice-calls-by-customer-attribute-HkHCZF71zg), such as `totalSpend` or `vipStatus` using an assistant rule created in Customer Assist. 

### Available interactions for Kustomer Voice assistants

When creating a conversation flow for Kustomer Voice, the following interactions are available. To learn more about interactions and the assistant, see this [article](https://help.kustomer.com/conversational-assistant-interactions-S1_U8ggt_).

**Play Prompt** 

Play Prompt lets you set up a message your customers will hear. Use this interaction to send messages that do not require a customer response. You can convert the message to voice using **Text-to-Speech** or select **Add voice recording** to upload a media file with the message. You can upload .mp3 files that are up to 5MB in size. 

![Play Prompt interaction](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/feffe1ec99175f6483846dcf8fe9fd0f.png)

**Business schedule**

Allow the conversational assistant to perform different actions based on your organization's business hours. For example, you can send a customer to voicemail if they call you outside those hours.

![Business schedule interaction](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/82e74adfa0a95842e2a174ff100395ce.png)

To create a new business schedule, see this [article](https://help.kustomer.com/en_us/business-schedules-SJj3ZxD1E).

**Collect customer input** 

Allows your customers to select an option from a list of menu items using their keypad. For example, you can set up this interaction to redirect customers to your returns department.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a40b697d7093e671bacd65e37298e64b.png)

The prompt for input collection can be either:

*   **Text to Speech** — where the system will read the prompt you type into the prompt field. 
*   **Add a voice recording** — to customize input collection closer to your brand's voice and style.

**Note:** If a customer makes a selection that is not a menu option, the call can be routed to your selected queue. Beneath **No customer input**, select a destination queue from the dropdown menu. 

Ask your customers what language they want to interact with.

![Collect language preference interaction](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b6741a060d097082568b262aabf9455d.png)

The following languages are supported:

Languages

Dutch

French

Japanese

Portuguese (PT)

English (CA)

French (CA)

Korean

Simplified Chinese

English (UK)

German

Polish

Spanish

English (US)

Italian

Portuguese (BR)

Spanish (Spain)

  

**Start recording**

Use with the Collect customer input interaction to gain customer consent for recording a call.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6efdc22b27a31adc70fd138f3c8301cc.png)

**Redirect to dialog** 

Redirects the customer to any dialog in your assistant.

![Redirect to dialog interaction](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e03ccd1d7f1a8b4f12dbce35e7d88fad.png)

**Transfer to an agent** 

Transfer the call to an available agent from a team assigned to a queue set up to accept Kustomer Voice calls. If you don't specify a queue in this interaction, calls will be routed to a queue based on your queue rules. For example, if a call comes in for a VIP customer and you have a queue rule that routes all conversations from a VIP to a VIP team, it will get routed to that queue.

**Send to voicemail**

Automatically send the call to your voicemail.

### Related articles:

*   [Integrate with Kustomer Voice](https://help.kustomer.com/kustomer-voice-B1uGhF9Ti)
*   [Video: Configure Kustomer Voice](https://help.kustomer.com/video-configure-kustomer-voice-SJ6xRWLi0)
*   [Route Kustomer Voice calls to your teams](https://help.kustomer.com/route-calls-to-kustomer-voice-ByuFCWYEa)
*   [Best practices when setting up your IVR](https://help.kustomer.com/ivr-best-practices-rkwQ5M2jR)
*   [Video: Handle Kustomer Voice calls](https://help.kustomer.com/video-handle-kustomer-voice-calls-B18tl4Lj0)
*   [Kustomer Voice report](https://help.kustomer.com/kustomer-voice-report-rJflHgO5a)
*   [Port your number to Kustomer Voice](https://help.kustomer.com/port-number-SJgN737T)
*   [Register or verify your Kustomer Voice number for SMS](https://help.kustomer.com/voice-sms-B1ewwRjc0)