IVR menus

An IVR menu greets callers and routes them by keypress: "Press 1 for sales, 2 for support." Admins manage menus under Admin, then IVR. Starter includes 1 IVR menu. Pro and Contact Centre include unlimited menus.

Create a menu

1. 1

   Name it

   Enter a Menu name.

2. 2

   Set the greeting

   Choose Text-to-Speech and type what callers hear, or Audio URL to play a recording. With no greeting, callers hear "Welcome. Please make a selection."

3. 3

   Set the keys

   For each key, 0 to 9, * and #, choose an action.

4. 4

   Handle mistakes

   Choose what happens on No input timeout and Invalid input, and set Max retries before giving up (1 to 10, 3 by default).

5. 5

   Point a number at it

   On the number's Routing tab, pick the menu.

Key actions: Ring a user, Ring a ring group, Send to a call queue, Ring a phone number, Go to voicemail, Connect to AI agent, or Play message & hang up.

For No input timeout and Invalid input, choose Do nothing, Repeat menu, Go to voicemail or Hang up.

• Callers press a single key.
• Callers have 10 seconds to press a key.
• When retries run out, the call follows the Invalid input action, or hangs up if there isn't one.