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Best practices when setting up your IVR

Last Update: Nov 2024 • Est. Read Time: 2 MIN
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Kustomer Voice is a cloud-based phone system built into the Kustomer platform. Below are some tips we recommend you follow when setting up your IVR for Kustomer Voice.

Who can access this feature?
User typesAdmins can create an IVR.


In this article

Obtain call recording consent

When required by applicable law and to provide transparency to customers, you should make clear if you have call recording turned on. You can do this by using the Play Prompt interaction to play a message at the beginning of the call to announce that the call will be recorded and confirm the other party agrees by remaining on the call. 

Play Prompt interaction

Note: Your legal team is the best resource for compliance advice for your specific situation. We recommend that you consult with your legal counsel to ensure that you are complying with all applicable laws regarding any calls you transmit, receive, and record using Kustomer Voice.

Personalize your IVR

Use Dynamic text  to personalize a greeting with your caller's name. The IVR will skip the dynamic text input if the caller's name is unknown.

Dynamic text in Play Prompt

Use punctuation in text-to-speech

To avoid run-on sentences and make the IVR sound more natural, use periods and commas as needed to add pauses in your IVR messages. 

The main menu sets the tone for the customer’s experience. Keep it short—try not to have more than 5 menu options—and use clear language to help direct the caller to the right place. Where possible, say the task or function first and which key to press second. (For example, say “For returns, press 1.”)

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