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In app call for IVR

In this Article What is In app call for IVR? How to configure? What are the supported communication channels? What happens if I want to choose multiple…

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In this Article

  • What is In app call for IVR?

  • How to configure?

  • What are the supported communication channels? 

  • What happens if I want to choose multiple channels?


What is In app call for IVR?


Previously, our IVR system only allowed calls to be routed to phone numbers. Now, we've added a feature that lets you route these IVR calls to either a staff member's mobile phone or their GHL Customer Care app (both web and mobile versions).

How to configure?

  • Go to Settings -> My staff
  • Click on Edit and go to "Call & Voicemail Settings" section.
  • Select from a set of options in the "Default channel for IVR"
  • Web app - Receive IVR calls on GHL Customer Care web app
  • Mobile app
  • My Phone number
How to configure? (image 1 of 4) What this shows What is In app call for IVR? What this shows Illustrates the "How to configure?" section of "In app call for IVR". This screenshot appears in the "How to configure?" section of "In app call for IVR". For context, this section explains: What is In app call for IVR? Previously, our IVR system only allowed calls to be routed to phone numbers. Now, we've added a feature that lets you route these IVR calls to either a staff member's mobile phone or their GHL Customer Care app (both web and mobile versions). How to configure? Mobile…. This part of the guide covers 6 fields, listed below. Image 1 of 4
Fields in this part of the guide Web app - Receive IVR calls on GHL Customer Care web appMobile appMy Phone numberMobile app - Receive IVR calls on GHL Customer Care mobile appPhone number - Receive IVR calls on phone numberDesk Phone - Receive IVR calls on your physical desk phone
Example values
Mobile app
+1 312 847 1928
My Phone number
+1 312 847 1928
Mobile app - Receive IVR calls on GHL Customer Care mobile app
+1 312 847 1928
Phone number - Receive IVR calls on phone number
+1 312 847 1928
Desk Phone - Receive IVR calls on your physical desk phone
+1 312 847 1928

Illustrative values showing the expected format. They are not read from the screenshot.

All 4 steps in this procedure
  1. What is In app call for IVR?
  2. How to configure?
  3. What are the supported communication channels?
  4. What happens if I want to choose multiple channels?
How to configure? (image 2 of 4) What this shows What is In app call for IVR? What this shows Illustrates the "How to configure?" section of "In app call for IVR". This screenshot appears in the "How to configure?" section of "In app call for IVR". For context, this section explains: What is In app call for IVR? Previously, our IVR system only allowed calls to be routed to phone numbers. Now, we've added a feature that lets you route these IVR calls to either a staff member's mobile phone or their GHL Customer Care app (both web and mobile versions). How to configure? Mobile…. This part of the guide covers 6 fields, listed below. Image 2 of 4
Fields in this part of the guide Web app - Receive IVR calls on GHL Customer Care web appMobile appMy Phone numberMobile app - Receive IVR calls on GHL Customer Care mobile appPhone number - Receive IVR calls on phone numberDesk Phone - Receive IVR calls on your physical desk phone
Example values
Mobile app
+1 312 847 1928
My Phone number
+1 312 847 1928
Mobile app - Receive IVR calls on GHL Customer Care mobile app
+1 312 847 1928
Phone number - Receive IVR calls on phone number
+1 312 847 1928
Desk Phone - Receive IVR calls on your physical desk phone
+1 312 847 1928

Illustrative values showing the expected format. They are not read from the screenshot.

All 4 steps in this procedure
  1. What is In app call for IVR?
  2. How to configure?
  3. What are the supported communication channels?
  4. What happens if I want to choose multiple channels?

Mobile app :

How to configure? (image 3 of 4) What this shows What is In app call for IVR? What this shows Illustrates the "How to configure?" section of "In app call for IVR". This screenshot appears in the "How to configure?" section of "In app call for IVR". For context, this section explains: What is In app call for IVR? Previously, our IVR system only allowed calls to be routed to phone numbers. Now, we've added a feature that lets you route these IVR calls to either a staff member's mobile phone or their GHL Customer Care app (both web and mobile versions). How to configure? Mobile…. This part of the guide covers 6 fields, listed below. Image 3 of 4
Fields in this part of the guide Web app - Receive IVR calls on GHL Customer Care web appMobile appMy Phone numberMobile app - Receive IVR calls on GHL Customer Care mobile appPhone number - Receive IVR calls on phone numberDesk Phone - Receive IVR calls on your physical desk phone
Example values
Mobile app
+1 312 847 1928
My Phone number
+1 312 847 1928
Mobile app - Receive IVR calls on GHL Customer Care mobile app
+1 312 847 1928
Phone number - Receive IVR calls on phone number
+1 312 847 1928
Desk Phone - Receive IVR calls on your physical desk phone
+1 312 847 1928

Illustrative values showing the expected format. They are not read from the screenshot.

All 4 steps in this procedure
  1. What is In app call for IVR?
  2. How to configure?
  3. What are the supported communication channels?
  4. What happens if I want to choose multiple channels?

Web app: 

How to configure? (image 4 of 4) What this shows What is In app call for IVR? What this shows Illustrates the "How to configure?" section of "In app call for IVR". This screenshot appears in the "How to configure?" section of "In app call for IVR". For context, this section explains: What is In app call for IVR? Previously, our IVR system only allowed calls to be routed to phone numbers. Now, we've added a feature that lets you route these IVR calls to either a staff member's mobile phone or their GHL Customer Care app (both web and mobile versions). How to configure? Mobile…. This part of the guide covers 6 fields, listed below. Image 4 of 4
Fields in this part of the guide Web app - Receive IVR calls on GHL Customer Care web appMobile appMy Phone numberMobile app - Receive IVR calls on GHL Customer Care mobile appPhone number - Receive IVR calls on phone numberDesk Phone - Receive IVR calls on your physical desk phone
Example values
Mobile app
+1 312 847 1928
My Phone number
+1 312 847 1928
Mobile app - Receive IVR calls on GHL Customer Care mobile app
+1 312 847 1928
Phone number - Receive IVR calls on phone number
+1 312 847 1928
Desk Phone - Receive IVR calls on your physical desk phone
+1 312 847 1928

Illustrative values showing the expected format. They are not read from the screenshot.

All 4 steps in this procedure
  1. What is In app call for IVR?
  2. How to configure?
  3. What are the supported communication channels?
  4. What happens if I want to choose multiple channels?

What are the supported channels?

Currently a staff member can choose either of the below as the default mode of communication for IVR

  • Web app - Receive IVR calls on GHL Customer Care web app
  • Mobile app - Receive IVR calls on GHL Customer Care mobile app
  • Phone number - Receive IVR calls on phone number
  • Desk Phone - Receive IVR calls on your physical desk phone

What happens if I want to choose multiple channels?

Currently only a single option is given as a default channel. Staff member can only pick one channel. The ability to select multiple channels is not available right now. 

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