> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.conversive.ai/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.conversive.ai/_mcp/server.

# Configuring and Managing IVR Usecase

Use the IVR usecase to automatically route and respond to incoming calls with an interactive voice response flow.

## Step-by-Step Guide

1. In the navigation bar, click on **Automation Use Case**.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T06:58:45.801Z/automation/create-automation-usecases/conversation-flow/configuring-and-managing-conversation-flow-builder/Screenshot_2026-10-13_at_11.27.16.png)

2. Select the IVR use case from the list.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T11:24:34.455Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_16.50.10.png)

3. Click on "Get this automation" to access the IVR use case template.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T11:25:57.109Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_16.55.42.png)

4. Enter the IVR use case name and click **"Save"**.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T11:31:03.957Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.00.39.png)

5. Select the **Default language **from the selection list.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T11:54:25.845Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.24.02.png)

6. Preview and select the required voice.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T11:56:30.076Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.26.12.png)

7. The IVR flow is created by default. You can configure it as per your requirements.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:00:28.589Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.30.02.png)

8. Click **"Clear"** to remove the default flow if needed.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:01:36.503Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.31.25.png)

9. Add a voice node with IVR content in the welcome message and add the IVR main node and Click on **Save**.

   ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:03:57.933Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.33.44.png)![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:12:11.218Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.41.53.png "S")

10. Create additional nodes such as action nodes for calling queue, AI agent, and voice node for working hours, and hang up action.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:16:43.011Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.33.44.png)

11. Arrange and connect the nodes, such as the IVR main and voice message nodes.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:18:30.658Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.47.52.png)

12. Configure the required action type from the node, such as go to queue, agent, AI agent, and disconnect.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:20:34.363Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.49.56.png)![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:21:52.910Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.51.38.png)

13. Add a message text to be spoken before connecting to the AI agent and preview the text-to-speech message.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:24:12.555Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.53.51.png)

14. We need to configure Input and Fallback for this menu. For that, Click on I**nput and Fallback Configuration.**

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:27:17.264Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.57.07.png)

15. Select the input timeout and retry limit.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:28:01.246Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.57.50.png)

16. Add prompts for no input and invalid input when retry attempts are exhausted.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:29:52.032Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_17.59.32.png)

17. Configure the fallback action type, such as routing to a calling queue.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:30:50.674Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_18.00.36.png)

18. Once the use case is created and activated, configure the route from the sender ID.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:35:42.313Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_18.05.13.png)

19. Click on the inbound call routing option for the voice sender ID.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:37:11.857Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_18.06.53.png)

20. Select the active IVR use case from the dropdown and click **"Save"**.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:39:21.979Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_18.08.49.png)

21. Incoming calls received for the sender ID will be routed to the configured IVR use case.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:41:11.947Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_18.10.59.png)

22. Once a call is received, view the activity log in the Use Case tab.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:44:11.342Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_18.13.56.png)

23. Check the IVR trigger activity and details in the conversation history.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:45:52.114Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_18.15.41.png)

24. Under the Voice Call tab, view call details, including call type as IVR and call status as completed.

    ![](https://files.buildwithfern.com/visual-editor-images/docs.conversive.ai/2026-10-13T12:46:32.843Z/automation/create-automation-usecases/ivr-usecase/configuring-and-managing-ivr-usecase/Screenshot_2026-10-13_at_18.16.23.png)

Thank you for following this guide to configure your IVR use case.