An IVR (Interactive Voice Response) menu is a key feature of the auto-receptionist. It's a phone menu that lets callers choose how their call is routed by pressing keys on their phone. Each key can be assigned a specific action, such as transferring the call or leaving a voicemail.
When set up correctly, an IVR menu simplifies call management, helps callers get the support they need faster, and creates a more efficient workflow for your business. By letting callers choose their own destination, it reduces wait times and eliminates unnecessary transfers.
There are two types of IVR phone menus available:
Single-level – A single menu of options, where each key press routes the caller directly to its assigned destination.
Multi-level – A menu with nested sub-menus, where a key press can lead to another set of options before the caller reaches their final destination.
Subscription plan availability: The single-level phone/IVR menu feature is available on all subscription plans. Multi-level IVR menus are available on the Professional and Enterprise plans.
How to configure an IVR menu
Important The IVR menu is one of the available destination options for call routing via the auto-receptionist, so its settings are available within the auto-receptionist settings. |
In the auto-receptionist settings, selecting the IVR menu as a destination option makes its settings available.
Learn more about how to set up an auto-receptionist in the Auto-receptionist setup guide.
Click Setup to proceed.
Desktop:
Mobile:
2. The configuration window opens, where you can set the required parameters.
1) Specify IVR greeting audio.
Click Change to upload or select the audio file for the IVR greeting. The greeting should clearly explain the menu options (e.g., “Press 1 for Sales, 2 for Support, 3 for Billing”).
Desktop:
Mobile:
2) Configure Default action.
By default, the call is disconnected. If you choose to repeat the menu, set how many times it repeats and what happens after the last repeat.
Desktop:
Mobile:
3) Build an IVR menu routing.
Enable required keys and map each key (e.g., 1, 2, 3, #) to a specific destination. You can route each key to:
AI agent – Let the virtual assistant handle the call.
Ring group – Ring several users at once.
User – Send the call to a specific team member.
Voicemail – Let the caller leave a message.
Repeat audio prompt – Replay the greeting (useful if the caller needs more time to decide).
To create a multi-level menu, you’ll need a separate auto-receptionist for each additional level.
First, create a new auto-receptionist and set IVR menu as its destination. Then add the options for this level, just like you did for the main menu. You don’t need to assign a phone number to it. This way, it won’t take calls on its own and will only be reached through your main menu.
Then, go back to your main menu. For the option that should lead to the next level, select auto-receptionist as the action, and choose the auto-receptionist you just created.
Desktop:
Mobile:
4) Click Save to activate the IVR menu.
Desktop:
Mobile:
