# The Kustomer Voice Runbook

> Use this checklist to set up Kustomer Voice from start to finish You install the app provision a number configure routing and IVR train agents and monitor 

Source: https://help.kustomer.com/en_us/the-kustomer-voice-runbook-S1QtYwM0bg

Last updated: 2026-07-23T17:51:02.298Z

Use this checklist to set up Kustomer Voice from start to finish. You install the app, provision a number, configure routing and IVR, train agents, and monitor performance.

Before you begin, map your current voice setup (provider, IVR menus, call volume, SLAs) to Kustomer concepts. Decide whether to start with a new number for testing or port an existing line.

After completing these steps, you will have:

*   Kustomer Voice installed with at least 1 number
*   A configured queue and team
*   A working IVR
*   Trained agents
*   Reporting enabled

## Plan availability and billing

Kustomer Voice is a paid add-on.

*   1 number is included per organization.
*   Additional numbers are billed per line per month.
*   Minutes, transcription, and voicemail are billed per use.

For pricing details, see [**Comprehensive Voice rates**](https://cdn.sanity.io/files/iq2fxyv3/production/be0ff2d7676f8bd428f34952efb99eb9be143d1e.pdf).

## Step 1: Planning your Voice setup

Confirm requirements before installing the app.

### Tasks

*   Confirm supported countries. Kustomer Voice supports local numbers in the United States, Canada, United Kingdom, France, Italy, Germany, Spain, Mexico, the Netherlands, and Australia. See [**Kustomer Voice FAQ**](https://kustomer.kustomer.help/en_us/kustomer-voice-faq-BkYYnQBmR).
*   Decide if you need international numbers. Provisioning outside the United States and Canada requires country-specific documentation. See **Provision Kustomer Voice numbers in other locales**.
*   Confirm HIPAA requirements. HIPAA support is available on request and may take several business days to enable.
*   Map your IVR. Define menu options, business hours behavior, and routing destinations.

## Step 2: Installing Kustomer Voice and provisioning a number

Install the app and create your first number.

### Tasks

*   Install the app:
    
    1.  In the left navigation panel, click **Application store**.
    2.  Search for _Kustomer Voice_.
    3.  Click **Install**.
    
    If the app does not appear, contact Kustomer Support. See [**Integrating with Kustomer Voice**](https://help.kustomer.com/en_us/kustomer-voice-B1uGhF9Ti).
*   Provision a number (US or Canada):
    1.  Open the _Kustomer Voice_ app.
    2.  Click **\+ Add support number**. 
    3.  Select **Local** or **Toll-free**, and select your **Country**.
    4.  Choose an area code or search by term.
    5.  Select an available number.
*   [Provision an international number](https://help.kustomer.com/en_us/provision-HJHcQ7bMJg):
    *   Gather required documentation.
    *   Submit the provisioning form.

**Best practice:** Provision a test number first to validate routing and IVR before porting a live number.

## Step 2 Optional: Porting existing numbers

[Port numbers](https://kustomer.kustomer.help/en_us/port-number-SJgN737T) you are bringing over to Kustomer after completing setup of Kustomer Voice.

### Tasks

*   Confirm the app is installed.
*   Gather required documents:
    *   Letter of Authorization (within 30 days)
    *   Recent phone bill
    *   Account number and PIN
*   Submit the port request.

**Port timelines**

*   1–2 weeks: Twilio-based providers
*   4–6 weeks: Other carriers
*   Up to 6 weeks: International

**Important**

*   Do not close your existing account early.
*   Set call forwarding during the port.
*   Recheck all settings after the port completes.

## Step 3: Configuring number settings

Configure recording, transcription, voicemail, and hold music from the Kustomer Voice app.

### Tasks

*   Set recording and transcription:
    *   Enable inbound and outbound recording.
    *   Enable live or post-call transcription.
    *   Note: You cannot start recording manually during a call.
*   Configure voicemail:
    *   Upload an `.mp3` file (maximum 5 MB), or
    *   Use text-to-speech (maximum 300 characters).If voicemail is not configured, calls disconnect after a system message.
*   Set hold music:
    *   Use default tracks, or
    *   Upload up to 3 `.mp3` files (5 MB each).

**Important:** After [porting a number](https://kustomer.kustomer.help/en_us/port-number-SJgN737T), recording and transcription settings may turn off. Recheck all settings.

## Step 4: Building teams and queues

[Voice routing](https://help.kustomer.com/en_us/route-kustomer-voice-calls-to-your-team-ByuFCWYEa) requires a team and a voice-enabled queue.

### Tasks

*   Create a team:
    1.  In the left navigation panel, click **Settings**.
    2.  Click **Users** > **Teams**.
    3.  Add a team.
*   Create a voice queue:
    1.  In **Settings**, click **Platform** > **Routing**.
    2.  Click **Add Queue**.
    3.  Turn on _Accept Kustomer Voice conversations_.
*   Assign the queue to the team:
    1.  Open the team.
    2.  Go to _Routing Profile_.
    3.  Toggle on routing.
    4.  Select the voice queue.
*   Configure timing:
    *   Unanswered call timeout: default 120 seconds (max 1800).
    *   Agent ring timeout: default 30 seconds.
    *   Wrap-up time: default 10 seconds (max 300).

**Best practice:** Use a voice-only queue to prevent other channels from blocking call routing.

## Step 5: Configuring IVR with Customer Assist

[Build an IVR](https://help.kustomer.com/en_us/set-up-voice-assistant-rJNZl9DUp) to collect caller intent and route calls.

### Tasks

*   Create a Voice assistant:
    1.  In **Settings**, click **Kustomer IQ** > **Customer Assist**.
    2.  Click **Add Assistant**.
    3.  Select _Create from scratch_.
    4.  Choose the _Lite assistant_.
*   Add interactions:
    *   Play prompt
    *   Business schedule
    *   Collect input
    *   Transfer to agent
    *   Send to voicemail
*   Configure business hours routing.
*   Assign queues to all transfer steps. Calls without a queue go to the default queue and may not route correctly.
*   Publish the assistant:
    *   Assign it under _Voice rules_.

[**Best practices**](https://help.kustomer.com/en_us/ivr-best-practices-rkwQ5M2jR)

*   Limit menus to 5 options.
*   Add recording consent at the start of calls.
*   Use punctuation in text-to-speech for clarity.

## Step 6: Testing call flows

Test all call paths before going live.

### Tasks

*   Test each IVR option and confirm correct routing.
*   Test invalid input handling.
*   Test voicemail behavior.
*   Test outside business hours routing.
*   Verify default queue routing:  
    Create a search where:
    *   Conversation Queue = Default Queue
    *   Channel = Voice

Calls in this queue indicate misrouting.

##   

## Step 8: Enabling SMS (optional)

Enable SMS on Voice numbers.

### Tasks

*   Confirm SMS availability (US and Canada supported).
*   [Gather A2P 10DLC information](https://kustomer.kustomer.help/sms-best-practice-rJS9G7ncR):
    *   Business details
    *   Campaign use case
    *   Sample messages
    *   Opt-in proof
*   Submit verification:
    1.  Open the _Kustomer Voice_ app.
    2.  Select your number.
    3.  Click **Start verification**.
*   After approval:
    *   Confirm the _Twilio-SMS_ app is installed.
    *   Enable required workflows under **Settings** > **Platform** > **Workflows**.

**Important:** Do not send SMS before approval.

## Step 9: Training your reps

Prepare reps to handle calls.

### Tasks

*   Review training materials (see [**Video: Configure Kustomer Voice**](https://help.kustomer.com/en_us/video-configure-kustomer-voice-SJ6xRWLi0)).
*   Enable browser microphone permissions.
*   Train on call controls:
    *   Record
    *   Dialpad
    *   Transfer
    *   Hold
    *   Mute
*   Explain wrap-up behavior (Busy vs Available).
*   Train transfer types:
    *   Warm transfer (internal only)
    *   Cold transfer (all external transfers)

## Step 10: Monitoring performance

Use reporting to track and improve performance.

### Tasks

*   Access the report:
    1.  In the left navigation panel, click **Reporting**.
    2.  Select _Kustomer Voice_.
*   Track metrics:
    *   Total calls
    *   Completed calls
    *   Missed calls
    *   Average talk, ring, and hold time
*   Analyze IVR performance:
    *   IVR time
    *   Abandonment
    *   Transitions
*   Monitor transfers:
    *   Warm
    *   Cold
    *   Failed
*   Monitor usage:
    *   In **Settings** > **Billing**, review usage and costs.

## Next steps

For ongoing optimization:

*   Review reports weekly during the first month.
*   Monitor the default queue for misrouted calls.
*   Adjust IVR menus based on call behavior.

## Related articles

*   [Integrating with Kustomer Voice](https://help.kustomer.com/en_us/kustomer-voice-B1uGhF9Ti)
*   [Routing Kustomer Voice calls to your team](https://help.kustomer.com/en_us/route-kustomer-voice-calls-to-your-team-ByuFCWYEa)
*   [Set up a Kustomer Voice assistant for IVR](https://help.kustomer.com/en_us/set-up-voice-assistant-rJNZl9DUp)
*   [Best practices when setting up your IVR](https://help.kustomer.com/en_us/ivr-best-practices-rkwQ5M2jR)
*   [Port your phone number to Kustomer Voice](https://help.kustomer.com/en_us/port-number-SJgN737T)
*   [Provision Kustomer Voice numbers in other locales](https://help.kustomer.com/en_us/provision-HJHcQ7bMJg)
*   [Register or verify your Kustomer Voice number for SMS](https://help.kustomer.com/en_us/voice-sms-B1ewwRjc0)
*   [Kustomer Voice report](https://help.kustomer.com/en_us/kustomer-voice-report-rJflHgO5a)
*   [Kustomer Voice FAQ](https://help.kustomer.com/en_us/kustomer-voice-faq-BkYYnQBmR)
*   [Video: Configure Kustomer Voice](https://help.kustomer.com/en_us/video-configure-kustomer-voice-SJ6xRWLi0)