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Set up a Kustomer Voice assistant for IVR

Last Update: Nov 2024 • Est. Read Time: 2 MIN
To check plan availability, see the pricing page.

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 customer satisfaction by offering support in multiple languages and outside of regular business hours.

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


In this article

Create a voice assistant

  1. Go to Settings  > Kustomer IQ > Customer Assist.
  2. Select Add Assistant > Create from scratch.
  3. Select Lite and Continue.

    Note: You can only create an IVR for a Lite assistant.

  4. Select the Voice channel and then enter a name for the assistant. 
  5. Decide if you want to turn on the inactive customer reminder.

By default, the new voice assistant plays a message when a customer calls and then transfers the call to an agent. You can edit the assistant using the available voice interactions.

Assistant welcome dialog

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.

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

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

To create a new business schedule, see this article.

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.

Collect customer input interaction

Note: If a customer makes a selection that is not a menu option, the call will be routed to the default queue.

Collect Language Preference

Ask your customers what language they want to interact with.

Collect language preference interaction

The following languages are supported:

Languages
DutchFrenchJapanesePortuguese (PT)
English (CA)French (CA)KoreanSimplified Chinese
English (UK)GermanPolishSpanish
English (US)ItalianPortuguese (BR)Spanish (Spain)


Redirect to dialog 

Redirects the customer to any dialog in your assistant.

Redirect to dialog interaction

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.

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