IVR and call routing
IVR (Interactive Voice Response) is the "press 1 for sales, press 2 for support" system. Used well, it routes callers to the right person fast. Used badly, it frustrates callers into hanging up.
When to use IVR (and when not to)
| Use IVR | Skip IVR |
|---|---|
| Multiple departments with distinct routing | Solo operator or small team |
| High call volume that needs filtering | Under 50 calls per day |
| After-hours messaging is needed | Always-staffed line |
| Self-service options ("check your appointment") | Personal-touch businesses |
Set up an IVR menu
Settings → Phone Numbers → your number → Call Flow
Choose IVR template or build from scratch
Record or upload a greeting menu ("Thanks for calling [Business]. Press 1 for sales, 2 for support, 3 for hours, or stay on the line for the next available agent")
Map each option to an action: ring a number, ring a calendar (round-robin), play info, send to voicemail, transfer to AI voice agent
Set fallback: if no input or invalid input, where to go
Save
IVR best practices
Maximum 4 options per menu - more becomes hard to remember
Most-common option should be 1 (or zero/no input - the default for staying on hold)
Always offer "press 0 for an operator" or similar human-touch escape
Keep menus short: introduction + options should be under 25 seconds
Use professional-quality voice recording (or AI voice with natural cadence) - robotic-sounding voices feel unprofessional
Time-based routing
Route differently based on business hours: during hours → ring sales team; after hours → voicemail or AI agent
Different routing for holidays — set up holiday auto-greeting
Configure at: Call Flow → Time Conditions
TIP — Skip-the-IVR option
If your customer base is small enough that 95% of calls are existing customers calling for one of two reasons, consider skipping IVR entirely. Just send all calls to your team's round-robin or AI voice agent. The fastest customer experience is no IVR at all when call volume permits.
