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How to Setup IVR (Interactive Voice Response) using a Workflow – BizStackPro Help

BizStackPro Help Center · Automations

How to Setup IVR (Interactive Voice Response) using a Workflow

Use BizStackPro workflows to build an IVR system that routes calls, plays messages, gathers keypad input, and connects callers automatically.

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Routing Calls Faster Instead of Manually Handling Every Incoming Phone Call

Incoming calls can quickly overwhelm businesses when team members manually answer every call, route callers individually, or repeatedly handle the same basic questions.

BizStackPro IVR workflows automate inbound call handling using voice prompts, keypad routing, voicemail options, and call forwarding so callers can reach the right destination faster.

Without structured call routing systems, businesses may create slower response times, inconsistent customer experiences, missed calls, or additional workload handling call traffic manually.

This guide explains how to build IVR workflows, configure caller routing, gather keypad input, and automate inbound phone handling inside BizStackPro.

Before building IVR systems, it helps to understand how phone triggers, Gather steps, Match Conditions, voicemail actions, call routing, and inbound forwarding work together inside BizStackPro.

What is IVR?

Interactive Voice Response (IVR) systems automate inbound calls using voice prompts and keypad input so businesses can route calls, share information, and reduce manual handling.

Route callers automatically
Reduce manual call handling
Provide 24/7 self-service options
Improve caller experience

Getting Started

IVR is available only for LC Phone users
Use the IVR Workflow Recipe for faster setup
Navigate to Automation → Workflows
Create a new workflow or edit an existing one

Important: Each IVR workflow requires its own phone number. Once a phone number is mapped to an IVR workflow, it can’t be mapped to another IVR workflow.

Step-by-Step: IVR Workflow Setup

Add the IVR trigger:
- Select the IVR trigger.
- Map a unique phone number.
- Save the trigger.
Important: Each IVR workflow requires its own phone number.
Add your IVR actions:
Record Voicemail
- Allow callers to leave voicemail
- Set recording limits
- Voicemails appear in enrollment logs
Say / Play
- Play recorded messages or use text-to-speech
- Control looping and timing
Configure the Gather step with Match Conditions:
The Gather step collects keypad input and routes callers without complex if/else logic.
- Enable Match Conditions
- Define keypad options (for example: press 1 for sales, press 2 for support)
- Set timeout and default behavior
Connect the call:
- Route to a user
- Or forward to a phone number
- Set call limits and timeouts
Set up inbound call forwarding (optional):
- Go to Settings → My Staff
- Edit a team member
- Configure Call & Voicemail settings

Pro tip: Use a clear welcome message in Say/Play, then immediately send callers into a Gather step with 2–4 options to keep the experience fast.

If no selection is made: Set a default action (replay the menu, route to general support, send to voicemail, or end the call).

Route calls automatically

IVR workflows give you full control over inbound call routing and the customer experience — without adding extra tools.

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Frequently Asked Questions

What is an IVR system and how does it help my business?

An IVR system automates caller interactions using voice prompts and keypad inputs. It helps route calls, provide information, and handle high call volumes more efficiently.

Is IVR available for all BizStackPro users?

No. IVR is available only for BizStackPro users with LC Phone enabled.

Can one phone number be used for multiple IVR workflows?

No. Once a phone number is mapped to an IVR workflow, it cannot be mapped to another IVR workflow.

What are Match Conditions in the IVR Gather step?

Match Conditions allow you to route callers based on keypad input (for example, press 1 for sales, press 2 for support) without complex if/else logic.

What happens if a caller does not make a selection?

You can define a default action such as replaying a message, routing to general support, or ending the call.

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Build a better caller experience

Combine IVR prompts, Gather routing, voicemail, and call forwarding so customers reach the right place fast — and your team stays focused.

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Routing. Prompts. Voicemail. All in one.