---
title: "Create an IVR"
slug: "create-an-ivr"
description: "In Gladly, you can create a new IVR from scratch, start with a template like the Basic IVR, modify an existing IVR, and add/remove nodes."
updated: 2026-03-07T09:35:58Z
published: 2026-03-07T09:35:58Z
canonical: "help.gladly.com/create-an-ivr"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create an IVR

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Your IVR can direct your callers to the right Agent. You can create a new IVR from scratch, start with a template like the [Basic IVR](/docs/configure-the-basic-ivr), modify an existing IVR, and add/remove nodes.

****Video: Building an IVR 101****

**[IVR: Back to Basics Video](https://fast.wistia.net/embed/iframe/us7u6jz60d?seo=false&videoFoam=false)**

## **Before you start**

- Plan your IVR. Think about what you want your Customers to experience while in the IVR or the options you want them to hear to get them to the right Agent. The [Basic IVR](/docs/configure-the-basic-ivr) template is a good starting point.
- Get to know the IVR [interface](/docs/ivr-interface-and-experience-overview).
- Get to know the different [types of nodes](https://help.gladly.com/docs/what-are-nodes) and related fields.
- Decide if you're building an [Initial](https://help.gladly.com/docs/initial-ivr-and-queue-ivr#initial-ivr) IVR and/or [Queue](https://help.gladly.com/docs/initial-ivr-and-queue-ivr#queue-ivr) IVR experience.
- You can use [templates](https://help.gladly.com/docs/ivr-templates) to save you time building specific IVR flows.
- Some [nodes](https://help.gladly.com/docs/what-are-nodes#list-of-available-nodes) can't be added from the UI. Contact Gladly Support if you need a node not listed in the UI.

## **Start from a blank IVR tree**

Create an IVR tree from scratch or get a head start using the [Basic IVR](/docs/configure-the-basic-ivr) template.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Channels** category, click **IVR**.
4. Click **Create New IVR**.
5. Enter a name for your new IVR (the name must be unique), then click **Create**.
  - Until you link a phone number, the IVR is saved under the [Inactive](/docs/check-active-and-inactive-ivrs) [](https://help.gladly.com/docs/active-and-inactive-ivrs)tab.
6. From the blank IVR page, click **Start Building**.

![Instruction to start building an IVR using a recommended template.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/start_building_ivr_in_Gladly-1024x628.png)

7. You have two options to add nodes to a blank IVR:

- [**Add specific nodes**](/product-docs/docs/create-an-ivr#add-a-specific-node) **–** Build your own IVR tree by adding specific nodes.
- [**Start from a template**](/product-docs/docs/create-an-ivr#start-from-an-existing-ivr-template) **–** Use an out-of-the-box template like the [Basic IVR](/docs/configure-the-basic-ivr) that's pre-configured with nodes to create an IVR experience.

![Selection of IVR node types and templates for customer routing options.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/select type of node (1).png)

### Add a specific node

The type of node you add depends on how you planned the structure of your IVR.

> [!WARNING]
> Some nodes can't be added through the UI
> 
> Although most nodes can be added through the UI, Some node types can't be added through the UI. Contact Gladly Support if you need to add these nodes.

1. Click a node to add from the **Select the node type** section. For example, if you want the IVR to check your business hours first before passing a call through to another node, then you'll add a Schedule node.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Create_new_node_in_Gladly.gif)

2. Once added, the node appears in the IVR tree, along with the [Start](https://help.gladly.com/docs/how-do-i-know-where-my-ivr-starts) node.

![Flowchart showing a scheduling node with options for customer routing based on time.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/us-master.gladly.qa_admin_ivrs_8MCPwusXQD28P5DhwFnpYg(1080P Screenshots High Quality) (1) 1.png)

- Node-specific settings appear on the right side. Configure the node to match your requirements.
- Required fields are highlighted in red.
- Review [What are Nodes](https://help.gladly.com/docs/what-are-nodes) for more information about each node.

3. To add the next node, click the drop-down menu under the Default Next Node section of the selected node, then click **Create New Node**. From the node selection screen, click the next node you want to add. It's automatically added to the IVR tree and linked to the first node.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Adding_next_node_in_gladly.gif)

- Some nodes include an **Error Node** option. If an error is encountered, this required node is the next node to which a call is moved.

4. Repeat the process above for every node you need to add and fill in the node fields on the right side of the screen.

- Add the [Exit](https://help.gladly.com/docs/what-are-nodes#exit-node) node for sections of the IVR where calls need to be routed to a particular Inbox.

### Start from an existing IVR template

Use a pre-configured [IVR template](https://help.gladly.com/docs/ivr-templates) (like the [Basic IVR](/docs/configure-the-basic-ivr)) to create a simple IVR experience. You can still add/remove nodes from the template as needed.

1. From the blank IVR page, click **Start Building**.

![Instructions to build an IVR with a prominent 'Start Building' button.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/start-building_ivr_in_Gladly-1024x628.png)

2. Click a template from the **Select a template** section. For example, if you click **Basic IVR**, the pre-configured IVR tree will appear.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/select-basic_ivr_node_selection_Gladly.gif)

3. To add a different node after a particular node, click the node that you want the node after. Under the **Default Next Node** section, click the drop-down menu, then click **Create New Node**, which opens the node selection screen where you can pick a node to add.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add-new_nodes_existing_GLadly.gif)

- This list contains a list of nodes already in the IVR template.
- Some nodes include an Error Node option. If an error is encountered, this required node is the next node to which a call is moved.
- Add the [Exit](https://help.gladly.com/docs/what-are-nodes#exit-node) node for sections of the IVR where calls need to be routed to a particular Inbox.

4. If a section of the IVR needs the call to move to an Inbox, [add an Exit node](https://help.gladly.com/docs/create-an-ivr#add-a-specific-node). This will allow you to update the Entry Points settings page to point this Exit node to a specific Inbox.

- **Name –**Enter a name to help identify the Exit node from the Entry Points settings page. The name can't be changed once it's saved.
- **Description** **–**Enter a short description of how the node is used.

![Diagram illustrating the Exit Node mapping for Spanish Consumer Dial 247 in IVR.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/exit-node-example-Gladly-1024x779.png)

5. Click **OK.**

To make sure the IVR is set to your liking, test the IVR.

## Test the IVR

Recently created or updated (unpublished) IVRs can be tested before they go live. You can run a simulation of the IVR experience by having the system call you and interact with the IVR you built or updated.

1. Click **Test** located on the top area of the IVR tree.
2. +1 (USA) is selected by default. Click the flag to choose a different country code. You can also enter the e.164 format number.
  - e1.64 format looks like this:

![E.164 format displaying country code, area code, and phone number structure clearly.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Image-of-e164-format-1024x317.jpeg)

3. Click **OK**. After a few seconds, you'll receive a call. When you answer the call, you'll hear your IVR just as a Customer would.

![User interface for testing phone number configuration with highlighted steps and notes.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Test_IVR_Gladly-1024x649.png)

- Test calls may come from a random phone number in your organization.
- Connecting to Agents or voicemail may not work as expected while testing.

4. Follow the call's flow in your IVR tree as you interact with it to help you spot nodes you may need to fix.

Once you've confirmed that the IVR is configured to your liking, it's time to publish the IVR.

## Publish the IVR

You must publish the IVR to save a new IVR or to save recent changes. The **Publish** button will remain unavailable if you are missing any [required](https://help.gladly.com/docs/check-for-node-errors) fields. Required fields will appear with a red error message.

1. Click **Publish** on top of the IVR tree.

![Interface showing variable and error message with a publish button highlighted.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Publish_new_IVR_in_Gladly-1024x358.png)

2. Provide a short description of your changes, then click **OK**.

![Input field asking for changes made, with a focus on new IVR for VIP customers.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Describe-IVR-Changes-1024x527.png)

At this point, the new IVR will still be in the [Inactive](/docs/check-active-and-inactive-ivrs) tab, but only until you link a phone number.

## Link IVR to a phone number

When Customers call this number, the linked IVR is what they'll experience and interact with.

Use the [Voice settings](/docs/voice-phone-number-settings) page to select which IVRs (Initial and/or Queue) you want each number to use. Once a new IVR is linked to a phone number, it is removed from the [Inactive](/docs/check-active-and-inactive-ivrs) tab and placed in the [Active](/docs/check-active-and-inactive-ivrs) tab.

> [!NOTE]
> IVRs with no linked numbers
> 
> IVRs that are not linked to any number reside in the Inactive tab.

Finally, you must link your IVR's Exit nodes to an Inbox.

## Link Exit nodes to an Inbox

Exit nodes allow calls to move from the IVR and be queued in an Inbox to wait for an Agent. Newly added Entry Points automatically use the Voice Channel's default Inbox settings on the [Entry Points settings](/docs/configure-voice-entry-points) page, unless [exceptions are created](https://help.gladly.com/docs/set-up-channels-and-entry-points#add-entry-point-exceptions).

You can skip the steps below if the Exit node will use the voice Channels' default Inbox.

1. From the **Settings** page, under the **Orchestration** category, click **Entry Points**.
2. Scroll down to the **Voice** section.
3. If you don't want the Exit node to link to the Voice Channel's default Inbox, click **+ Add exception**. Otherwise, there are no additional actions needed and you can skip this step.

- **Note –** If there's an existing exception already linked to an Inbox and/or using the correct SLA that the new Exit node can link to, add the Exit node to the exception.

![Selected phone numbers for dialing and voicemail exceptions in a user interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/adding-exit-Nodes-to-an-Exception-in-Gladly.png)

- **Tip –** The list displays the name used for an Exit node. IVR Exit node names like "_dial" and "_voicemail," are separated from the phone number by a comma. A phone number with multiple Exit nodes could appear multiple times on the list.

4. Click **Save**.

See [Configure Voice Entry Points](/docs/configure-voice-entry-points) to learn more.

## Once the IVR is live

Below are some points to be aware of when your IVR is live:

- You can have multiple phone numbers pointed to the same IVR phone tree or you could have just one.
- Multiple Exit nodes can point to the same Inbox.
- You can edit, add, and remove nodes in an IVR. To save any changes, you must click **Publish**.

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.