⚡Quick answer -
The Interactive Voice Response (IVR) feature—available exclusively to Heyo Pro plan subscribers—acts as a virtual receptionist. It greets callers with a custom menu (e.g., “Press 1 for Sales, Press 2 for Support”), then routes the call to up to four assigned staff members in either of two departments. Configure it in Settings → Call & Staff → “Play welcome message & IVR,” save, and test by calling your Heyo number.
1. Key features and benefits
Feature | Description |
Two-Department Menu | You can create up to two departments with keypad options (e.g., "Press 1 for Sales, Press 2 for Support"). You can name these departments whatever you like to fit your business needs. |
Staff Assignment | Easily assign up to four staff members to one or both of these departments. Calls will be routed to the correct staff member based on the caller's selection. |
Custom Greetings | Record a professional, personalized welcome message that includes your business name and menu options. This provides a polished and structured call-handling experience. |
Automated Call Routing & Recording | The IVR system automatically directs callers to the right team, reducing wait times and the need for manual transfers. This feature also includes call recording for up to 6 months, making it easy to review past conversations. |
2. Before you begin: essential prerequisites
• Active Heyo Pro Plan: IVR functionality is exclusive to Heyo Pro subscribers. Ensure your subscription is current.
• Heyo App Access: You'll need administrative access to your Heyo dashboard.
• Prepared Greeting Message: Have your professional greeting message drafted and, ideally, recorded.
• Clarity: Speak clearly and at a moderate pace.
• Conciseness: Keep it brief, typically under 30-45 seconds.
• Information: Include your business name and clearly state the menu options.
• Defined Departments: Decide on the two departments you'll use for call routing (e.g., Sales, Support, Billing, General Inquiries).
• Assigned Staff: Know which specific staff members in your Heyo account should be assigned to each department. Ensure they are active users within Heyo.
3. Step-by-step IVR setup
1️⃣ Upgrade to Heyo Pro
• Upgrade your plan: If you're not on the Heyo Pro plan, upgrade it from the Plans & Billing page in your Heyo dashboard.
2️⃣ Navigate to IVR settings
• Log in to your Heyo app … go to Settings > Call & Staff > Play welcome message & IVR.
3️⃣ Type your greeting message
• In the 'Message' section, type a concise greeting that includes your business name and menu options.
• Click Update to save the message.
4️⃣ Define up to two departments
• Toggle Setup IVR to enable it.
• Press 1: Sales Department
• Press 2: Visitor Department” (example)
• Click Update.
5️⃣ Assign staff to departments
• Go back to Call & Staff and select Manage Staff.
• Assign staff members to each department you just created… calls will ring them based on your routing rules.
6️⃣ Save and test
• Save Configuration or Activate IVR to apply your settings.
• Test by calling your Heyo number from another phone, press 1 and press 2, and verify correct routing.
4. Expected outcome & benefits
• “Efficient Call Routing: Inbound calls will be automatically directed to the correct department based on caller selection, reducing manual transfers.”
• “Reduced Wait Times: Callers are immediately presented with options, helping them reach the right person faster.”
• “Enhanced Customer Experience: A professional IVR system provides a structured and efficient experience for your callers, improving satisfaction.”
• “Improved Team Productivity: Your team members receive calls relevant to their expertise, increasing focus and productivity.”
• “Centralised Call Management: Manage your IVR settings and staff assignments all within your Heyo dashboard.”
5. When IVR will NOT work
• “Please remember that only for the 'Heyo Pro' plan, that is, 600/month plan, it'll work.”
• If a staff member is removed, inactive, or not logged in, calls cannot be routed to them.
• Keypad digits in the greeting must match configured departments; mismatches stop routing.
6. Troubleshooting & support
- Greeting won't upload/play – “Check your message section and update it once again if the welcome message is not playing.”
- Calls not routing correctly –
- “Verify that staff members are correctly assigned to departments in the IVR settings.”
- “Confirm that the assigned staff are active, logged into their Heyo app, and available to receive calls.”
- “Double-check that the keypad digit (1 or 2) in your greeting matches the configured department.”
- IVR menu not playing – “Ensure your IVR is saved and activated. Sometimes a simple refresh … or a few minutes' wait is needed for changes to apply.”
Support channels:
•“Our support team is available via in-app chat.”
• “Join our daily demo at 2 PM IST (Monday to Friday) by registering on our website.”
• “Visit our comprehensive Heyo Help Centre at https://www.heyophone.com/help.”
• “For personalised assistance, you can always reach our support team directly at connect@heyophone.com.”
• “You can also get quick support via WhatsApp chat at 87439 64396 from 11 am to 7 pm.”