Workflows · 1 min read
Set Up an IVR Phone Menu with Workflows
An IVR (interactive voice response) menu answers incoming calls with a message, asks callers to press a key, and routes them to the right person, team, or voicemail, any time of day.
Build an IVR workflow
- Go to Automation > Workflows and create a workflow.
- Add the Start IVR trigger and pick the phone number it should answer.
- Add a Gather Input on Call action to play your menu, for example "Press 1 for sales, 2 for support."
- Add branches for each key, then add actions such as Connect Call to a team member or number, Play Message, or Record Voicemail.
- End each path with End Call or a voicemail step.
- Publish the workflow and set the number's inbound call handling to use it.
Message options
- Say or play: use text-to-speech, or upload a recorded audio file.
- Language and voice: text-to-speech defaults to US English. You can pick another language and voice.
- Number of loops: how many times the message repeats before the call moves on if the caller doesn't press anything.
Tips
- Keep menus short, with no more than four or five options.
- Always give callers a way to reach a person or leave a voicemail.
- Call your number to test every path before going live.