IVR System

An Interactive Voice Response (IVR) system can enhance call management by efficiently directing incoming calls to the appropriate department or staff. This guide will walk you through setting up an IVR system in your TheraSass account.

Step 1: Accessing Automations and Creating a Workflow

1. Navigate to the Automations section in TheraSass.

2. Create a new Workflow for the IVR.

3. You have two options:

   • Select a pre-built IVR Recipe.

   • Start from scratch to customize your IVR system.

Step 2: Configuring the IVR System

1. Set Up the IVR Trigger

• Start by adding the IVR Trigger.

• Choose the phone number that will receive incoming calls.

• Note: Each IVR system must have a unique phone number assigned.

2. Configure the Call Greeting and Input Options

• Add the Gather Input on Call action.

• Enter a message that will be played to callers (e.g., "Hello and thank you for calling [Practice Name]. Please choose from the following options:")

• Define the keypress options:

  • Press 1 for a staff member.

  • Press 2 for new client inquiries.

  • Press 3 for billing concerns.

• Choose whether to:

  • Use a robotic voice or upload a pre-recorded message.

  • Set the message to loop.

3. Define Call Routing Based on Input

• Use Match Conditions to specify the keypresses:

  • Example: If new clients press 1, create a branch for them.

  • Repeat for existing clients and billing concerns.

4. Advanced Call Input Settings

• Set a time limit for keypress input (e.g., 5 seconds).

• Configure whether the system stops gathering input after a keypress.

Step 3: Adding Additional Options

1. Additional Input for New Clients

• If new clients press 1, further classify the call:

  • Press 1 for individual therapy.

  • Press 2 for children's therapy.

  • Press 3 for couples counseling.

  • Press 0 to return to the main menu.

2. Handling Call Forwarding

• Connect calls to the appropriate department or staff.

• Select a user within TheraSass or enter a custom phone number.

• Enable voicemail detection and call recording if needed.

3. Playing Messages Before Forwarding Calls

• Add a Play Message action before forwarding calls.

  • Example: "We will now connect you to our staff handling children's therapy inquiries. Please stay on the line."

4. Handling Unavailable Services

• If a service (e.g., couples counseling) is unavailable:

  • Play a message: "Unfortunately, we do not offer couples counseling at this time."

  • Redirect the caller back to the main menu.

Step 4: Finalizing and Testing

1. Review your IVR setup to ensure all conditions and branches are correctly configured.

2. Test the IVR system to confirm:

   • Messages play correctly.

   • Calls route to the appropriate numbers.

   • The main menu functions as expected.

3. Save and activate the workflow.