- Example IVR Call Script:
- Call to Action:
- Step-by-Step Guide to Setting Up IVR in Go High Level
- Advanced IVR Example
- Conclusion
We’re going to learn how to set up an Interactive Voice Response (IVR) system in Go HighLevel. Before we dive into the setup, let’s take a look at how it works.
Example IVR Call Script:
“Hello, Dave. Thank you for calling Sam’s Chiropractic, where we get you well so you can live your life to the fullest. Please press 1 to book an appointment, press 2 to reschedule or cancel your existing appointment, or press any other key if you’d like to speak to our front desk.”
Call to Action:
This is Sam’s Chiropractic, how can I help you?
Pretty cool, right? You can set this up in Go HighLevel as well. Let’s dive in and see how we can do that.
Step-by-Step Guide to Setting Up IVR in Go High Level
Step 1: Create a New Workflow
- Go to Automation:
- Under your sub-account, go to the “Automation” section.
- Click on “Start from Scratch.”
- Name your workflow, for example, “Test IVR.”
- Choose a Trigger:
- Select the IVR trigger by searching for “IVR” in the trigger options.
- Choose the phone number(s) you want to activate the IVR on.
- Hit “Save.”
Step 2: Configure the Welcome Message
- Gather Input on Call:
- Click the “+” icon to add a new action.
- Scroll down and select “Gather Input on Call.”
- Name this action, e.g., “Welcome Message.”
- Set Up the Message:
- Choose “Say a Message” to type in your script or “Play a Message” to upload a pre-recorded audio file.
- For a personalized touch, use custom values like
{{ contact.first_name }}in your message script. - Example script: “Hello {{ contact.first_name }}, thank you for calling Sam’s Chiropractic. Please press 1 to book an appointment, press 2 to reschedule or cancel your existing appointment, or press any other key if you’d like to speak to our front desk.”
- Configure Options:
- Choose the message voice (male or female).
- Set the loop count and input gathering settings as needed.
- Hit “Save Action.”
Step 3: Handle User Input with Conditions
- Add an If/Else Condition:
- Click the “+” icon and select “If/Else” condition.
- Name this condition, e.g., “Detect Digit.”
- Configure Branches:
- For each digit (1, 2, etc.), set up a branch to handle the specific action.
- Example: For “Pressed 1,” select
IVR Gather > Welcome Message > Digitsand set it to “1.”
- Set Up Actions for Each Branch:
- Pressed 1: Add a message confirming the booking request and then connect the call to the front desk.
- Pressed 2: Check if the caller has an existing appointment and handle rescheduling or cancellation accordingly.
Step 4: Connect to Front Desk or Handle Voicemail
- Connect Call to Front Desk:
- Add a “Connect to Call” action and select the user (front desk) to connect the call.
- Set the call timeout duration (e.g., 30 seconds).
- Save the action.
- Handle No Answer:
- Add an If/Else condition to check if the call was picked up.
- If the call status is “Busy,” “Cancelled,” or “No Answer,” play a message to the caller and ask them to leave a voicemail.
- Add a “Record Voicemail” action to capture the voicemail.
Step 5: Save and Test Your IVR Workflow
- Ensure all branches and actions are configured correctly.
- Save your workflow and test it to make sure it works as expected.
Advanced IVR Example
In the more advanced example, if a caller presses 2 to reschedule or cancel an appointment, the system checks if the caller exists in the database and has an appointment. It then connects them to the front desk or updates the appointment status accordingly.
Conclusion
Setting up an IVR system in Go HighLevel can significantly enhance your customer service and streamline your call management process. By following these steps, you can create a dynamic and efficient IVR system tailored to your business needs.
I hope you found this guide helpful. If you have any questions, feel free to let us know in the comments section below. Thank you for watching!
