GoHighLevel IVR System Setup | Save Thousands and build an IVR System In HighLevel 2024

Summary

The video script guides viewers through creating an Interactive Voice Response (IVR) system using High Level's automation features, which are available at no additional cost. It explains the concept of IVR, demonstrates setting up a workflow, and customizes a pre-built recipe to direct callers to different services or voicemail options based on their input. The tutorial also highlights additional support options like VIP coaching and a SOP library, emphasizing the ease and cost-effectiveness of implementing an IVR system with High Level.

Takeaways

• 🚀 The video is a tutorial on creating an IVR (Interactive Voice Response) system for a company using High Level's automated services.
• 📞 An IVR system is like an automated phone attendant that provides options for callers to select, such as pressing '1' for sales or '2' for customer service.
• 🔊 High Level has enabled a feature that allows users with text messaging services to create an IVR system at no additional cost.
• 🛠️ The tutorial involves setting up an IVR system live for the company's CRM, aiming to direct callers to the appropriate support or sales options.
• 📞 A prerequisite for setting up an IVR is having an active phone number that has been A2P (Application-to-Person) verified.
• 📁 The process involves navigating to the 'Automations' section and creating a new workflow, utilizing a pre-existing 'recipe' provided by High Level as a starting point.
• 🗣️ The IVR system includes a welcome message and options for the caller to input their choice by pressing numbers corresponding to different services.
• 🔄 The tutorial demonstrates how to customize the IVR with specific options like customer service, technical support, and voicemail for different team members.
• 📝 It's important to spell out acronyms and company names clearly in the IVR script to ensure proper pronunciation by the automated system.
• 🔄 The video also includes a promotion for additional support services like VIP coaching and access to a SOP library for further assistance.
• 🔚 The tutorial concludes by emphasizing the ease and cost-effectiveness of setting up an IVR system with High Level, highlighting the value for businesses and clients.

Q & A

What is an IVR system?

An IVR (Interactive Voice Response) system is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. It is commonly used in call centers to route calls and provide information without the need for human interaction, such as when calling a bank and being prompted to press numbers for different services.

What does High Level offer for IVR systems?

High Level offers a high-level IVR connection that is enabled for anyone with text messaging services. This allows the creation of an IVR system through automations at no additional cost.

What is the purpose of building an IVR system for a company?

The purpose of building an IVR system is to provide a structured and automated way to handle incoming calls, route them to the appropriate departments or individuals, and offer self-help options to callers, improving efficiency and customer service.

What is the first step in setting up an IVR system as described in the script?

The first step is to go into the account settings, then to the phones section, and ensure that you have an active number that is A2P (Application-to-Person) verified and ready to be used for the IVR system.

Why is it recommended to have a separate automation for each phone number used in the IVR system?

It is recommended to have a separate automation for each phone number to keep things organized and manageable. This way, each IVR system can be tailored to the specific needs of the number it is associated with.

What is the significance of the welcome message in an IVR system?

The welcome message is the first interaction a caller has with the IVR system. It sets the tone for the call and provides initial instructions, such as which numbers to press for different services or options.

How can a user customize the IVR system to include different menu options?

A user can customize the IVR system by editing the messages and options within the workflow. This includes changing the services listed, the prompts for pressing different numbers, and the actions taken after a number is pressed.

What is the role of 'branches' in the IVR system workflow?

Branches in the IVR system workflow represent different paths or options that a call can take based on the caller's input. Each branch corresponds to a specific action or set of actions that occur when a certain number is pressed.

How does the IVR system handle calls that do not match any of the predefined conditions?

When no predefined conditions are matched, the IVR system plays a message indicating that the input was not valid and prompts the caller to listen to the options again and make a valid selection.

What additional support options are mentioned in the script for users who need help with High Level?

The script mentions a VIP coaching program at $197 a month that includes office hours with live support, a VIP group for direct questions, and access to additional resources like a funnel brick system, mini courses, guides, and an SOP library.

How can the IVR system be integrated with other communication methods like text messaging?

The IVR system can send text messages as part of its responses or notifications. For example, after receiving a voicemail, an automated text message can be sent to the relevant person or department to alert them of the message.

Outlines

00:00

📞 Introduction to Building an IVR System

The video script begins with an introduction to creating an Interactive Voice Response (IVR) system for a company using High Level's IVR connection feature. The speaker explains that an IVR system provides automated menu options for callers, such as pressing one for sales or two for customer service, and that High Level has enabled this feature at no additional cost. The tutorial will guide viewers through building and customizing an IVR system using a pre-existing recipe provided by High Level, with the aim of improving the delivery of the company's brand new IVR system. The process starts with accessing the company's account settings and ensuring an active, A2P verified phone number is available for the IVR.

05:01

🔧 Setting Up the IVR Workflow and Menu Options

The second paragraph delves into the technical setup of the IVR system. The speaker describes creating a workflow within High Level's automations, utilizing a pre-built 'recipe' to expedite the process. The tutorial includes customizing the welcome message that callers will hear and setting up the menu options with corresponding actions for each selection, such as pressing one for customer service, two for technical support, and so on. The speaker also discusses the importance of spelling and clarity in the menu options to avoid confusion and ensure the correct routing of calls. Additional branches are created for different menu selections, and the speaker demonstrates how to handle various inputs, including sending notifications, connecting calls, and recording voicemails.

10:02

🔄 Advanced IVR Configuration and Testing

The final paragraph focuses on the advanced configuration of the IVR system, including setting up voicemail options and fail-safes for when no valid input is received. The speaker shows how to copy actions for consistency across different menu options and emphasizes the importance of testing the system to ensure it works as intended. The tutorial also touches on additional features like sending text messages in response to voicemails. The speaker concludes by highlighting the cost-effectiveness of the High Level IVR system, which is included in their package and can be a significant expense savings compared to traditional IVR solutions. The video ends with a reminder of the ease and speed with which a functional IVR system can be set up using High Level's platform.

Keywords

💡IVR System

An IVR (Interactive Voice Response) system is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via telephone keypad. In the context of the video, the IVR system is being set up to handle incoming calls to a company, providing options for the caller to select services such as sales, customer service, or to leave a voicemail, which is a common application of IVR technology.

💡High Levels

In the script, 'High Levels' likely refers to a service or platform that enables the creation of IVR systems. It is mentioned as providing a 'recipe' or pre-built template for an IVR program, indicating that it offers tools to automate and simplify the process of setting up an IVR system for businesses.

💡A2P Verified

A2P (Application-to-Person) verified is a term used in the context of messaging services, indicating that a phone number has been verified for legitimate use in sending automated messages from an application to individuals. In the video, it is mentioned as a requirement for the phone number that will be used in the IVR system, ensuring it is ready for automated communications.

💡Automations

Automations in the script refer to the process of setting up automated workflows or sequences of actions within the High Levels platform. These automations are used to create the IVR system, where the system can respond to caller inputs without human intervention, such as repeating messages or directing calls based on the options selected by the caller.

💡CRM

CRM stands for Customer Relationship Management, which is a system for managing a company's interactions with current and potential customers. In the video, the speaker mentions building an IVR system for their own CRM, meaning they are setting up a phone system to help manage and route customer inquiries effectively.

💡Workflow

A workflow in the context of the video refers to a sequence of steps or actions that the IVR system will follow when a call is received. The script describes creating a workflow for the IVR system, which involves setting up the logic and responses that the system will use to interact with callers.

💡Dialing Digits

Dialing digits are the numerical inputs made by a caller on a telephone keypad. In the IVR system being discussed, the caller's dialed digits are used to collect input and direct the call to the appropriate service or person, such as customer support or technical support.

💡Voicemail

Voicemail is a method for users to leave a recorded message for someone when they are unable to answer a phone call. The video script describes setting up options within the IVR system for callers to leave voicemails for specific individuals, enhancing the company's customer service capabilities.

💡Fail Safe

A fail safe in the context of the video refers to a backup action or procedure that is put in place to handle situations where the primary action does not occur as expected. For example, if the IVR system fails to connect a call, it may send an internal notification to ensure that the call is returned.

💡Notifications

In the script, notifications refer to alerts or messages sent within the High Levels platform to inform users of certain events or actions, such as a request from the IVR system for a callback. This feature is used to ensure that calls or messages are not missed and are responded to promptly.

💡VIP Coaching Program

The VIP Coaching Program mentioned in the video is an additional service offered by the creators, providing personalized coaching and support for a monthly fee. It includes benefits like office hours with the coaches, access to a VIP group for direct questions, and other resources like a funnel brick system and SOP library.

Highlights

Introduction to building an IVR system using High Level's automation capabilities.

Explanation of what an IVR system is, using a bank as a common example.

High Level's provision of additional automation abilities at no extra cost.

The process of building an IVR system live for the company's CRM.

The necessity of having an active, A2P verified phone number for the IVR system.

Creating a workflow in High Level's automation section for the IVR.

Utilizing High Level's pre-existing IVR recipe to streamline the setup process.

Customizing the welcome message for the IVR to fit the company's branding.

Details on how to handle the message recording and playback in the IVR.

Interruption for an offer of VIP coaching and support services.

Continuation of the IVR setup with the collection of caller input.

Customizing menu options for customer service, technical support, and voicemails.

Setting up branching logic in the IVR for different caller choices.

Instructions on how to record a message for different team members.

Implementation of fail-safes in the IVR for unmatched caller inputs.

The ability to send text messages as part of the IVR interaction.

Completion of the IVR system setup in about 10 minutes.

Highlighting the cost-effectiveness of High Level's included IVR system.

Transcripts

So today we're going to create an ivr

system for our company using high levels

ivr connection that they've enabled for

anybody that has text messaging services

in their High LEL count so stay tuned

and build along with

us for anybody that doesn't understand

what an ivr system is common example is

if you call like let's say a big company

and let's say like you're calling your

bank or whatever else the second you

dial your number it says thank you for

calling whatever Bank please press one

for sales press two for customer service

press three for this and based on what

you press it either connects you to the

person or better yet it gives you a

choice for another menu item that can

lead to different choices and even some

self-help sometimes well ivr is exactly

that and what high level's done is they

basically have given you this additional

ability to do that through automations

at no additional cost so what we're

going to do today is build one and

actually show you that the recipe that

high level has already for us that is

we're just going to build upon and

customize it the way we want it to

ensure we have the best kind of overall

delivery of our brand new ivr system and

now we're actually doing this live for

our own CRM so if anybody ever dial in

we can get them into the right direction

so we can get them the help that they

need or better yet if it's a sale that

they're interested in get them the

support that they require so the first

thing that we're going to do is we're

going to go into our account and we're

going to go right from the left-and side

we're going to go first to check out

settings and then go to phones the one

thing that you definitely going to need

is you're going to need an active number

that you're going to be able to leverage

in order for this to work so the one

thing you're definitely going to need is

an active number and you're going to

have to make sure that you have a number

that's already been a2p verified and

it's ready to roll so we already have

one we're going to use this one to be

the ivr because this is the main number

that we have associated with this

account and it's going to be the same

number we're going to use for the ivr

and if you want to kind of get another

number where you just want to have that

one specifically for that you can go

ahead and do so too but for instance

we're going to leverage this one and

what we're going to do is we're going to

go back to our ivr system and we're

going to start creating it now I'm going

to go to automations on the left- hand

side and basically my automations what

I'm going to do is I'm going to go all

the way down and I created a folder

called ivr because I want to make sure

that anything related to the ivr I do it

separately so then I can go back and I

can make whatever I need to first thing

I'm going to do is create a workflow by

hitting the blue button and what I am

going to use is like high levels been

incredibly gracious in the fact that

they give you a recipe that you can

leverage for your ivr program now so I'm

going to go ahead and hit select and I'm

going to work off of this one because

honestly it's going to cut a lot of time

in order for you to do this so first and

foremost I'm going to go over here and

it goes to start ivr trigger in here

there's a phone number and I'm going to

select the phone number that is relative

into this account I recommend just doing

one ivr system per number if you're

going to use a different number then go

ahead and use a different number but

then I would do a separate automation

again you could have a where it's coming

off of both numbers completely up to you

but I just like to separate things if

you guys know kind of the way I work the

first thing is the welcome message that

the caller is going to hear so here it's

hey welcome to Rapid active all right

it's going to be a woman's voice that's

perfectly fine you could do a man or a

woman but I'm going to do a woman

instead number Loops is how many times

should the message be repeated by

default this is always set to one we're

going to leave that to one now notice

that the first message I can either play

a message or say a message meaning if I

want to play a message it's a

pre-recorded message if I want to say a

message it's going to use the woman

voice to say the message that I put in

here so whatever I write is what they're

going to say I would just recommend

don't go too long and just make sure

you're spelling everything out like for

instance CRM I'm probably going to

remove because it's going to go Crim

instead of CR RM unless I do c space r

space again M and if I do that then

it'll read the letters congruently

versus you know kind of trying to spell

out whatever it is so be very very

careful if you have an odd company name

you can always play the message that you

re-record versus doing the writing

message on here so I'm going to go ahead

and save action hey we want to interrupt

this video for a quick little minute to

just let you know that I hope you're

enjoying this video we want to thank you

for being here but more importantly

we're hoping that this content helps you

do whatever you're trying to do inside a

high level we also want to let you know

that you have options to get additional

help we offer a 197 a month VIP coaching

program that includes four days of

office hours first come first serve with

Andy or myself where we go in and we

answer any your questions that you might

have live with a group setting for other

people that are also working in high

level we also have a VIP group where we

answer questions directly one on one

with anybody posting in that group to

give you the absolute best support it

also comes with a bunch of other

features including our funnel brick

system our little mini course and more

importantly a couple guides that will

help you through this and also including

our sop library that we use for pretty

much everything inside of our agency so

thank you for this quick little minute

but more importantly go back to the

video get whatever you need and if you

have any questions that we can answer

inside the video just drop a comment on

the video and we'll make sure to answer

whenever we get a chance and now back to

the show now right here is next step

that we're going to do again we're using

this one just to kind of get you up and

running faster is collect input from

caller right and we're going to do is

say a message so the message is going to

read press one to hear our list of

services press two to leave a voicemail

press three to talk to our team so we're

going to change this up a bit so one

it's going to be press one for customer

service press two for technical support

press three to leave a voicemail for

Nuno press four to leave a voicemail for

Andy all right we'll make it super easy

again we're going to have English we're

going to have a woman and then we're

going to have the number of Loops again

being one but pretty simple right we use

commas just like they have it right here

and I'm going to go ahead and hit save

and we got to make sure that we have

four now whatever they respond back if

they press one we want to make sure that

they go to the right place press one

remember this is the branch this is

going to be for customer support okay

press two is going to be for technical

support press three is going to be for

Nuno voicemail all right and press for

we have to add a branch because it's not

in here right so I added another branch

and then I have press for to leave Andy

a voicemail and then what we got to do

is because we don't have that set up but

we need the input in the ivr what I'm

going to do is I'm going to hit select

and when I hit select you're going to

see ivr gather and then collect input

from the digits that are being dialed

notice that it's the only drop down so

the second I collect input they only

have digits I select is and it's going

to be four all right and then I'm going

to go ahead and hit save now as you can

see it's got different things that are

going to happen right now if they select

press one for customer support I can do

another list that says here's a list of

services created by our business service

one service two so let's kind of add to

that it's unavoidable to create

spidering in this one so just understand

that when you get to these different

choices you might have to like kind of

Branch out things even more so just

understand that this is kind of the way

it's just going to be for this one press

one and make sure you're using the

number one not the letter like not the

lettering L it's just press one for

billing press two for anything else all

right because I don't want to go super

long again it's going to be everything

else make sure you spell right this is

where my dyslexia unfortunately is not

going to be a good thing because if I

misspell anything here that's exactly

what it's going to show afterwards all

right now if they have a list of

services and they're pressing I have to

finish each branch at a time cuz now I

have to then go from our if else because

now based on what they respond right so

and just to give you an idea we're doing

exactly this map callers input and then

we're going to go from there but it is a

condition so I'm going to come over here

and it's going to be if else and we're

going to label it customer support

support choices again just to make it

super easy and then the first branch is

going to be billing if they press one so

again come in here ivr gather collect

one digit is one all right how cool is

that and then you put it in there the

second one is anything else so we're

just going to hit add Branch anything

else or I should say everything else

everything else now I got to go back and

change it see this is again where

misspelling will not be your friend if

you mess this up because it is going to

say exactly what you write is to all

right I'm going to go ahead and hit save

and I'm going to come over here use a

little hand just drag it back and forth

go back to list of services for

everything else see I got to change is

for everything else okay and then if I

come in here now I have a choice if I

click on the plus sign right there's a

couple things we can do here one I can

send a voicemail message back two I can

transfer to our customer support line

which is our operations manager or three

I can send a text message back however

you want to do it but if you scroll down

by hitting the little plus sign right

let me just do that again I'm going to

go all the way down and just start over

oh even let me do it click on here we

are looking for or slay Place message

connect a call or record a v mail or end

call right what I'm going to do is I'm

going to go ahead and connect a call and

I would select a user whoever this might

be again none of them have assigned

number so I'm just going to pretend I'm

going to pick this number here this user

here this is going to be grayed out

obviously or you can add a custom number

so for instance if I just legit wanted

to just dial my cell phone I come in

here and I can dial my cell phone it

goes directly into the cell phone right

and that's connect called call it's

going to immediately try to connect the

call I can try to connect the call but

what I'm also going to do as a fail safe

is I'm going to come over here to the

choices do internal send internal

notification select the user or like

again just for instance it's going to be

SMS I can select the particular user

that I wanted to send to because this is

going to be very specific so I would

just pick a name doesn't matter which

one it is you have a request from the

ivr for this number please call back

right away

Boom come in here contact phone because

that's what you would have because

sometimes you might not have their name

and you go in there but maybe for

everything else you just want them to

record a message so the first thing I'm

going to say is please leave a message

for Mary whatever you know what I'm

saying and just make it super simple so

I'm going to go all the way down to the

voice again I'm going to say say play

message and hello you just say please

leave a message for Mary here okay going

to hit save action all right and then

I'm going to allow it to record a

voicemail action name record voicemail

and this is going to be for everything

else support stop recording on key press

you know some people do pound I think

that's like the general one so I'm just

going to put pound ask voice

instructions if you want you know you

can I'm not going to do that I mean most

people know how to record a message and

then I'm going to hit save and then

honestly it says where can I find the

recording recordings can be accessed in

conversations meaning in the

conversations this is where this

recording is going to be placed

right and then I'm going to come over

here and just for none just for the sake

of having always a fail safe I'm going

to copy it here now you see two

different ways one connects to the

person sends an internal notification

just to ensure that the person picks up

the second one plays a message and then

leaves a recording and same thing with

everything else with the other one just

in case we do the none just in case it

doesn't happen now if they press two for

technical support record the message

from the caller please record your

message once you've recorded the message

press the pound symbol to make it

complete fantastic I should have used

those instructions down here which I can

literally do that and it records the

message for whatever we're going to say

3,600 seconds and then same thing to

leave a voicemail for Nuno I can either

transfer to my line just like you see

here but I'm going to delete it and

honestly I'm actually just going to copy

these two things record the message from

the caller for both here so I'm going to

copy all actions boom copy all actions

here and then please record your message

because I've already said the person

name please record your message for

Nuno Boom come over here just change it

up a little bit again this is all the

stuff that they gave me already for Andy

boom boom boom now it takes care of Andy

and then goes when no condition is

matched play this message you haven't

entered a valid input please listen to

the options again and make a valid

selection and then all it's going to do

is the same messaging in here when no

conditions or match because I didn't

like these I'm going to delete this

actually because guess what it's going

to do I'm going to come over here or

actually go back to the welcome message

copy all actions from here boom look at

this how crazy is that and then I have a

full-fledged ivr system ladies and

gentlemen how easy is this now when

somebody dials that number and you can

put it on your websites and everything

else you have a fully like ivr message

system that you can now mind you on top

of recorded messages I can also send a

quick little text message right so I can

come in here and say hey I received your

message and will be with you shortly all

right and there's other kind of caveats

and cool things you can do but this

definitely opens it up but if you want a

simple thing that comes already with

your voicemail options inside of here

you can easily like make this up and

have it ready to go and it took us all

about 10 minutes and you have a full ivr

system ladies and gentlemen for some

people this costs like thousands of

dollars a month and you're getting it

included in your highle package and as

long as you have a text message number

that you can attach to this you have the

ability of building one of these for

yourselves and for your clients so

hopefully this helps and we'll see you

in the next one

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