---
schema_version: "1"
id: 2ee12262eb288810d06f9c71f462e4a06ccce6ae6f6cd799380e9b67fcb45dad
title: Streamline Service Operations with Interactive Voice Response
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_afcc_sv_ivr.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_ivr.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f6391b45704d9d15f6fa313963f635c9aba9e9ffb2faa63c1179257aa9820fed
description: Reduce service rep workload for low-complexity issues, reduce customer wait times and transfer rates, and improve first-call resolution with Interactive Voice Response (IVR). Your customers can use self-service options for simple tasks while also making sure that they’re intelligently routed to the correct service rep or department.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Streamline Service Operations with Interactive Voice Response

Reduce service rep workload for low-complexity issues, reduce customer wait times and transfer rates, and improve first-call resolution with Interactive Voice Response (IVR). Your customers can use self-service options for simple tasks while also making sure that they’re intelligently routed to the correct service rep or department.

**Where:** This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Agentforce Contact Center add-on.

**Who:** To edit flows, you need the Manage Flows permission set. To add IVR to your flow, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.

**How:** To add IVR, add the Play Prompt and End Call invocable action to your Omni-Channel flow.

#### See Also

- [_Salesforce Help:_ Add IVR to Your Omni-Channel Flow in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_ivr.htm&type=5&language=en_US)