IVR Workflow with AI Voice Record for Call Routing

The Challenge

The client operates a franchise across multiple states. A single business number was receiving calls for every location, and callers were being manually asked which state they needed — creating dropped calls, wrong transfers, and long wait times. There was no consistent brand voice, no automatic routing, and no reliable voicemail capture when a franchise couldn't pick up.

The Solution

I designed a full IVR call-routing workflow inside GoHighLevel using AI-generated ElevenLabs voices that sound completely human. The greeting welcomes the caller by brand ('Thank you for contacting K9 Doodie Patrol — press 1 for Florida, press 2 for New York, press 3 for Pennsylvania, press 4 for New Jersey'), then routes the call to the correct franchise number based on the digit pressed. Each branch tags the contact with the location, forwards the call, and if the franchise is busy or doesn't answer, plays another human-sounding AI voice message and records a voicemail — captured cleanly against the correct location for follow-up.

Step-by-step, exactly how the automation runs

Inbound Call Trigger

Workflow fires the moment any call hits the central business number, regardless of which location the caller ultimately needs.

AI Voice Greeting (ElevenLabs)

A fully human-sounding ElevenLabs recording plays: 'Thank you for contacting K9 Doodie Patrol. Press 1 for Florida, press 2 for New York, press 3 for Pennsylvania, press 4 for New Jersey.'

IVR Gather Input

A Gather-input step captures the caller's keypress (1–4) and stores it for the downstream condition to evaluate.

Master Condition — Route by Keypress

A single condition splits the flow into five branches: Florida (1), New York (2), Pennsylvania (3), New Jersey (4), and a Default fallback for invalid or no input.

Branch 1 — Florida

Plays a Florida-branded AI voice ('Connecting you to our Florida team, one moment please'), applies a 'Florida' tag, and forwards the call to the Florida franchise number.

Branch 2 — New York

Plays the New York AI voice, tags the contact as 'New York', and forwards to the New York franchise.

Branch 3 — Pennsylvania

Plays the Pennsylvania AI voice, tags the contact as 'Pennsylvania', and forwards to the Pennsylvania franchise.

Branch 4 — New Jersey

Plays the New Jersey AI voice, tags the contact as 'New Jersey', and forwards to the New Jersey franchise.

Per-Branch Condition — Was the Call Answered?

Each state branch checks whether the franchise picked up. Answered calls end cleanly; unanswered or busy calls fall through to the voicemail sub-branch.

AI Voicemail Fallback

For every location, if the franchise is busy or doesn't answer, another human-sounding ElevenLabs voice plays ('Our team is currently unavailable, please leave a message after the tone') and records the voicemail against the correctly-tagged contact.

Default Branch — Invalid / No Input

If the caller doesn't press a valid digit, a polite AI voice re-prompts or routes them to the head office voicemail so no lead is ever silently dropped.

End Call — Clean Exit

Every branch terminates with an End Call step so the workflow closes cleanly and the contact record is left in a consistent, taggable state for follow-up automations.

Automation Features

• Fully human-sounding ElevenLabs AI greetings
• Keypress routing: 1-Florida, 2-New York, 3-Pennsylvania, 4-New Jersey
• Per-state franchise call forwarding
• Automatic location tagging on every call
• Busy / no-answer detection per branch
• AI-voiced voicemail fallback for every location
• Default branch for invalid or no input
• End-call cleanup on completion
• Fully brandable prompts (custom voice per script)
• Zero manual receptionist required

Business Benefits

• Every caller reaches the correct franchise automatically
• Consistent premium brand voice across all locations
• Zero missed leads — voicemail always captured
• Massive reduction in mis-routed calls and dropped customers
• Scales instantly to new franchise locations
• Frees the head office from acting as a switchboard

Technology Stack

GoHighLevelIVR / Gather InputElevenLabs AI VoiceWorkflow BuilderConditional LogicCall ForwardingVoicemail AutomationTagsContact Fields

"It sounds like we hired a full call-center overnight. Every caller gets the right location, every voicemail lands in the right inbox, and the voice is so natural people don't realize it's automated."

Client Name

Founder, Multi-State Franchise