Hipcall Knowledgebase / Cloud PBX Settings

How I can create a Smart IVRs

With the IVRs feature, you can route incoming calls to a customer representative, the user they spoke with in the last 72 hours, or a web service.

Updated October 10, 2025
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IVRs Routing Strategies in Hipcall

There are three routing strategies available in IVRs:

  • Assigned User: Routes the call to the customer representative assigned to the caller in the Hipcall directory.
  • Last Contacted User: Routes the call to the person the caller spoke with in the last 72 hours.
  • Web Service: Routes the call based on the response from a custom web service developed by your team.
    Note: This option is only available to subscribers using the API service. For technical details, refer to our developer guide.

How to Create a New IVRs Rule

  1. Go to Settings > IVRs

settings-smartivrs.png

  1. Click the New button.

newsmartivrs.png

  1. On the setup page, enter a name, select an internal extension, choose a strategy, and set a default target.

createsmartivrsgeneral.png

  1. If you want to play an announcement before transferring to the user or default target, select Yes, upload your audio file, and save the IVRs rule.

smartivrsconfirm.png

⚠️ Don’t forget to set your number’s default target to this IVRs rule for it to become active.

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