IVR Setup for TattooNOW CRM: Streamlining Incoming Calls

Department: CRM and Operations
Functional Area: Interactive Voice Reception
Owner: Gabe Ripley
Date Created: 2025-09-13
Date Last Updated: 2025-09-13
Version: 1.0

1. Purpose

This SOP outlines the steps to set up Interactive Voice Reception (IVR) for TattooNOW CRM to streamline incoming calls, minimize spam, and effectively route calls to the appropriate service or personnel.

2. Scope

This process applies to managing incoming phone calls for tattoo shops using the TattooNOW CRM system, focusing on call segmentation between tattoos, piercings, and message recordings.

3. Responsible Parties

• Gabe Ripley: CRM setup and operations guide

• Tattoo Shop Managers: Responsible for configuring and managing the IVR system

4. Prerequisites

• Access to TattooNOW CRM admin area

• Valid and registered phone number with Twilio integration

• Basic understanding of IVR and digital voice systems

5. Process Steps

1. Register Phone Number:

• Navigate to the TattooNOW admin area, select 'Settings' from the left navigation.

• Under 'Business Service Settings,' select 'Phone Numbers.'

• Click 'Add Phone Number,' filter by area code, and choose available Twilio numbers.

1. Setup Interactive Voice Reception:

• In the 'Settings' menu, navigate to 'Tools' then 'Workflows.'

• Click 'Create New Workflow,' name it appropriately (e.g., 'IVR Workflow').

1. Configure IVR Messages and Options:

• Add a workflow trigger for 'IVR' and select your registered phone number. Save the trigger.

• Add an IVR action and prepare a message to be played. Customize with MP3 files or use automated messages.

1. Define Call Routing Options:

• Gather caller input to segment into needs: Press 1 for tattoos, Press 2 for piercings, Press 3 to leave a message.

• Set up branches for each option in the workflow.

1. Set Up Connection Actions:

• For tattoos, forward calls to specific personnel or numbers.

• For piercings, reroute to partner businesses.

• For messages, configure a voicemail system with recording options.

1. Publish Workflow:

• Review the setup and make adjustments as needed. Publish the workflow to make it active.

6. Quality Checks

• Ensure the phone numbers are correctly registered in the system.

• Test each IVR option to verify correct call routing.

7. Troubleshooting

• Issue: Phone not ringing through to the right service.
  Solution: Revisit the workflow of each branch to ensure correct conditions and numbers are set.

• Issue: Callers unable to hear messages or prompts.
  Solution: Check the audio files for compatibility and upload them again.

8. Related SOPs

• SOP on integrating third-party phones with TattooNOW CRM

9. Key Definitions

• IVR (Interactive Voice Response): A technology that allows incoming callers to navigate a voice menu using touch-tone keypad selection.

• A2P (Application-to-Peer): Messaging service used for business to consumer text communication.

10. Change History

| Version | Date | Author | Summary of Changes ||---------|------------|------------|--------------------|| 1.0 | 2025-09-13 | Gabe Ripley| Initial version |

This SOP serves as a comprehensive guide to effectively implementing IVR within TattooNOW CRM, ensuring enhanced customer service and efficient call management.