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Setting up an IVR menu

In the guided call flow setup, under "More options" choose "Offer a menu" and set where the call goes for each key.

  1. Open Call Flows in the left-hand menu and click + New call flow (or edit an existing flow).
  2. Go through the guided setup until the question "No one picks up. What then?" or "And outside opening hours?".
  3. Click More options and choose Offer a menu.
  4. Choose a Menu prompt (the audio file the caller hears).
  5. Set what happens for each option — for example Call a team member or Voicemail.
  6. Click Add option for extra choices, and Continue when you're done.

The Option menu modal, with the menu prompt and the options.

Good to know: you can link each option in the menu separately to a different team member or to voicemail — that's how you build, for example, "press 1 for sales, press 2 for support."