GoHighLevel IVR System Setup | Save Thousands and build an IVR System In HighLevel 2024
Summary
TLDRThe 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
📞 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.
🔧 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.
🔄 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.
Mindmap
Keywords
💡IVR System
💡High Levels
💡A2P Verified
💡Automations
💡CRM
💡Workflow
💡Dialing Digits
💡Voicemail
💡Fail Safe
💡Notifications
💡VIP Coaching Program
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
[Music]
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