---
title: "Edit, Restore, Archive, and Duplicate an IVR"
slug: "edit-restore-archive-and-duplicate-an-ivr"
description: "You can edit, restore, archive, and even clone an IVR. This gives full control over the IVR experience to make updates as your need change."
updated: 2026-03-07T09:38:24Z
published: 2026-03-07T09:38:24Z
---

> ## 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.

# Edit, Restore, Archive, and Duplicate an IVR

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

You can edit, restore, archive, and even duplicate an IVR. This gives full control over the IVR experience to make updates as your needs change.

Below is a couple of reasons to maintain an existing IVR:

- **Edit** **–** Update your existing IVR configuration and node settings. You can edit a Message node to change a recording played to Customers. You may also edit a Schedule node to edit your operating hours to ensure calls are routed to an Agent (if you're open) or voicemail (if you're closed).
- **Restore** **–** Restore to a previous version of the IVR. Let's say you want to restore your IVR experience for New Year's Day from last year; you can restore the IVR to that version instead of creating a new IVR.
- **Archive** **–** Archive inactive IVRs that are no longer being used. IVRs not linked to a phone number (meaning they are not being used) are initially found in the Inactive tab and can be archived from there.
- **Duplicate** **–** Create a copy of an existing IVR to make it easier to duplicate a similar IVR experience without building a new one from scratch.

## Before you start

- Keep note if you're editing an [Initial](https://help.gladly.com/docs/initial-ivr-and-queue-ivr/#h-initial-ivr) IVR or [Queue](https://help.gladly.com/docs/initial-ivr-and-queue-ivr/#h-queue-ivr) IVR.
- An IVR is in a "published" state until a change is made. It will automatically create an "unpublished" version where you can continue to make other updates.

## Find the IVR you want to edit

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**. The Active tab lists IVRs currently being used.
4. Hover over the IVR you want to edit, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pencil-edit-icon.svg).
  - To learn more about the IVR tree, see [IVR Interface Overview](/docs/ivr-interface-and-experience-overview).

### Edit an IVR node

1. From the IVR tree, click the node you want to edit. The node settings will appear on the right side of the screen. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Edit-Node3.gif)
  - Use the node search feature to find nodes by name or by node [type](https://help.gladly.com/docs/what-are-nodes).
  - Each node will have its own set of settings, which you can find [here](https://help.gladly.com/docs/what-are-nodes/#list-of-available-nodes). Carefully read the description of each setting. If you need assistance editing your IVR, contact Gladly Support.
2. To add a node, click the drop-down menu under the Default Next Node section, then click **Create New Node**. Click the next node you want to add from the node selection screen. It's automatically added to the IVR tree and linked to the selected node. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add_new_nodes_existing.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.
3. Once a change is made, a new "unpublished" state is immediately created.
4. You have the option to test your changes before your updates are published.

## Publish an updated IVR

Any IVR changes automatically create an "unpublished" version (think of it as a new draft) of the IVR.

1. Click **Publish**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Publish-IVR-Error.gif)
  - The **Publish** button will remain unavailable if you are missing any [required](https://help.gladly.com/docs/check-for-node-errors) fields in the node. Required fields appear as a red error message.
2. Provide a short description of the changes that you made, then click **OK**. ![Input field for changes with a prompt about new IVR for VIP customers.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Describe-IVR-Changes.png)
3. The description of your update is noted under the Published Change column. The person who last published an update to the IVR appears under the [Published by](/docs/who-last-updated-and-published-the-ivr)column. ![IVR management interface showing inactive IVRs with details on publication and changes.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Publish-by-and-published-change.png)

## Duplicate an existing IVR

Replicate an existing IVR, including its nodes, structure, and settings. You can duplicate an IVR if you'd like to replicate a similar IVR experience, which will help minimize the time needed to configure a new IVR.

Watch Out - Review all IVR fields before duplicating an IVR

Duplicating an IVR means duplicating recordings, DTMF options, and other settings. Check every node, update the necessary fields, and replace existing recordings to match your duplicated IVR requirements.

1. From the IVR page, hover over the IVR you want to duplicate, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/duplicate-icon.svg). ![List of VIP members with details about their interactions and unpublished drafts.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/clone_ivr.png)
2. Enter a new name for the IVR.
3. Click **Duplicate**.
  - The new copy will be placed in the [Inactive](/docs/check-active-and-inactive-ivrs) tab until a phone number is associated with the IVR.

## Archive or Unarchive an IVR

The Inactive tab contains recently created IVRs and IVRs that are not linked to a phone number. You can archive IVRs that are no longer being used and make them officially inactive by archiving it. You can unarchive an IVR at any time.

### Archive

1. From the IVR screen, click the **Inactive** tab.
2. Hover over the IVR you want to archive, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/archive-icon.svg) ![List of unpublished drafts with highlighted VIP Customers entry and action options.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Archive_IVR.png)
3. Confirm your request and click **Archive IVR** in the prompt.

### Unarchive

1. From the IVR screen, click the **Archived** tab.
2. Hover over the IVR you want to unarchive, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/unarchive-icon.svg).
3. Confirm your request and click **Unarchive** in the prompt.

The unarchived IVR will be moved to the Inactive tab. IVRs must be linked to a [phone number](/docs/voice-phone-number-settings) to be considered active.

## Restore to a previous configuration

Restore an IVR to a previous configuration. All previous configurations, including recordings, nodes, etc., are restored.

1. Click the **Unpublished** drop-down menu, hover over the previously saved version, then click View. ![Interface showing unpublished status and variable details with a published entry below.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Publish_Previous_Version.png)
2. At the top of the IVR, click **Restore**.

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.