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IVR Setup

An Interactive Voice Response (IVR) system allows you to route callers to different AI agents or departments based on their input (Keypress or Voice).

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Options for IVR

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1. Traditional DTMF (Keypress)

The classic “Press 1 for Sales, Press 2 for Support.”
  • Pros: Familiar, works in noisy environments.
  • Cons: Can feel outdated to some users.
Let the user speak naturally. “How can I help you today?”
  • Pros: Faster, more human, can handle complex intents immediately.
  • Cons: Higher processing cost per minute.

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Setting Up Your IVR

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The “Gatekeeper” Agent

Create a specialized Inbound Agent as your “Gatekeeper.”
  • System Prompt: “You are the receptionist. Ask the user for the reason for their call. If they say ‘Sales’, use the transfer_to_sales tool. If they say ‘Support’, use the transfer_to_support tool.”

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Nested Transfers

You can chain agents together.
  1. Gatekeeper transfers to Support Agent.
  2. Support Agent answers FAQs.
  3. If it’s technical, Support Agent transfers to Technical Tier 3.

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Best Practices

  • Keep Menus Short: Don’t give more than 3-4 options.
  • Offer a Human: Always have an “Operator” option for users who don’t want to talk to an AI.
  • Custom Greetings: Record professional voiceovers for the initial welcome message to build brand trust.