Who This Is For / When to Use
This article is for Kyrios Phone (LC Phone) customers who want to automate inbound call handling using workflows. Use IVR workflows when calls need to be routed, recorded, answered with menus, or forwarded to users, teams, or external numbers.
Requirements Before You Start
IVR workflows require the following:
An active Kyrios Phone (LC Phone) subscription
A dedicated inbound phone number
Access to Automations → Workflows
A published workflow before testing inbound calls
How IVR Workflows Work
An IVR workflow starts when a caller dials a mapped phone number. The workflow then executes IVR-specific actions such as playing messages, collecting keypad input, branching logic, recording voicemail, or connecting the call to users or numbers.
Once the caller exits the workflow or disconnects, the call ends and the workflow stops.
Step 1: Create an IVR Workflow
Go to Automations → Workflows.
Click Create Workflow.
Choose Select from Template.
Select the Recipe: IVR template.
Step 2: Add the IVR Trigger
The IVR trigger starts the workflow when a call is received on a mapped phone number.
Open the workflow builder.
Add or edit the trigger.
Select Start IVR Trigger.
Assign an inbound phone number.
Save the trigger.
⚠️ Important:
Once a phone number is mapped to an IVR workflow, it cannot be used in another IVR workflow.
Step 3: Add IVR Actions
IVR workflows use specialized actions designed for live calls.
Record Voicemail (IVR)
The Record Voicemail action allows callers to leave an audio message during the call.
Key settings include:
Stop recording after silence (seconds)
Stop recording on keypress
Maximum recording length
Voicemail recordings can be accessed from Enrollment History → Record Voicemail Actions.
Say / Play Message (IVR)
The Say/Play action plays a spoken message using text-to-speech or uploaded audio.
Available options:
Write text to be spoken
Select language and voice
Control number of message loops
Use this action to greet callers or explain menu options.
Gather Input on Call (IVR)
The Gather Input action collects keypad input from callers during the call.
You can configure:
Message played before input
Timeout duration
Number of digits expected
Stop gathering on keypress
This action is required for IVR menus like “Press 1 for Sales”.
Step 4: Use Match Conditions for IVR Menus
Match Conditions allow workflows to branch automatically based on keypad input.
Open the Gather Input action.
Enable Match Conditions.
Create branches for each key press (e.g., 1, 2, 3).
Define what happens if no condition is matched.
This removes the need for complex if/else logic.
Step 5: Map Caller Input to Workflow Paths
Mapped input determines which branch of the workflow the caller follows.
Each key press routes the caller to a different action
Unmatched input can route to a fallback path
Connect Call (IVR)
The Connect Call action transfers a live call to a user or external phone number.
You can:
Select Kyrios users with phone numbers
Add custom external numbers
Ring up to 10 numbers simultaneously
Advanced Call Routing Settings
Users must have call routing configured correctly to receive IVR calls.
Configure Staff Call Routing
Go to Settings → My Staff.
Edit a user.
Open Call & Voicemail Settings.
Configure:
Forward Calls To (Web App, Mobile App, Phone, Deskphone)
Default Channel for Ring All
Default Channel for IVR
What Happens During the Call
If the caller hangs up, the workflow proceeds to the next steps.
If the workflow ends, the call disconnects automatically.
Calls can be transferred multiple times within one workflow session.
Example IVR Workflow Use Case
Hair Salon IVR Example
Caller dials salon phone number
Greeting message plays
Caller presses:
1 for Services
2 to Leave Voicemail
3 to Speak to Staff
Call routes based on selection
This setup reduces manual call handling and improves customer experience.
Common Issues and Fixes
Calls do not reach staff
Cause: Default IVR channel not configured
Fix: Set Default Channel for IVR in My Staff settings
Call disconnects unexpectedly
Cause: Workflow ended without a follow-up action
Fix: Ensure each branch continues with a valid IVR action
Phone number cannot be selected
Cause: Number already mapped to another IVR workflow
Fix: Unassign the number before reuse
Frequently Asked Questions
What is an IVR workflow?
An IVR workflow automates inbound calls using voice prompts, keypad input, and call routing logic.
Can I reuse a phone number across IVR workflows?
No. Each phone number can be mapped to only one IVR workflow.
Where are voicemail recordings stored?
In Enrollment History → Record Voicemail Actions.
Is there a limit to call transfers?
No. Calls can be transferred multiple times in a single call session.