What is it?

At the Service and Sales Pro tier, you can now set up interactive voice response (IVR) menus to automatically route inbound callers using voice and keypad inputs.

Why does it matter?

IVR was previously accessible for Enterprise tier. Now available at the Pro tier, you can automate your call routing so callers reach the right person or team without manual intervention. This creates more cohesive calling flows across all HubSpot tiers, and ensures callers get to where they need to go faster.

How does it work?

• - In your HubSpot account, click the settings settings icon in the top navigation bar.
• - In the left sidebar menu, under Tools, click Calling. Then, click Interactive voice response.
• - Click Add IVR menu.
• - In the Name field, enter a label for your IVR menu.
• - Click the Phone number dropdown menu and select the number you want to use for inbound calls that will lead callers to the IVR menu.
• - Click Continue. You'll be redirected to the IVR editor where you can configure the keypad.
• - Click the "plus" icon under the Incoming Call Trigger to setup your voice action.
• - Select Voice (IVR) Menu or Keypad Menu
• - Enter text for the welcome message to be spoken to callers.
•     - Example: "Welcome to HubSpot Service Team. Please tell us if you would like to connect with our West Coast or East Coast support team.

Follow the additional steps here for more information on submenus and voicemail customization in your IVR.

Who gets it?

Sales Hub Professional, Sales Hub Enterprise, Service Hub Professional, Service Hub Enterprise