Help center > Calls > How to enable and use IVR (Interactive Voice Response)

How to enable and use IVR (Interactive Voice Response).

You may wish to add Phone Menu Routing to the beginning of your calls. When customers call your business, the first few seconds matter.

IVR, or Interactive Voice Response, is an automated phone system that helps route incoming calls based on the caller’s choices.

IVR lets callers navigate a menu to reach the right team, number, or message without waiting for a live receptionist. Callers hear recorded prompts and can respond by pressing a number on their phone.

You might use IVR to:

Route calls based on pre-set schedules and time-based routing
Forward calls to multiple numbers
Send calls to voicemail with email notifications

Below is a simple example of how an IVR menu might work in practice.

Example IVR setup

IVR features we offer

Our IVR includes the following features. These define what the system can do.

Call rules / forwarding on a schedule: Automatically route calls differently based on time of day, day of week, or holidays. For example, send calls to a live team during business hours and to an AnswerConnect agent after hours. This means your IVR can handle calls one way during open hours and adjust automatically when your business is closed, without any manual changes.
Find Me / Follow Me or hunt groups: Route calls to multiple phone numbers in a defined order or simultaneously until someone answers. Useful for teams or on call staff.
Round Robin call routing, with or without memory: Distribute calls evenly across multiple numbers or users. With memory enabled, the system remembers who last answered and rotates to the next person.
Voicemail emailed to a user: Send voicemail messages directly to one or more email addresses so messages can be reviewed and responded to quickly.
Call recordings on demand: Record calls routed through IVR so they can be reviewed later for quality, training, or record keeping.
Forwarding to a receptionist: Calls can be routed to an AnswerConnect agent who answers on your behalf using your business name and scripting.

Note: Some features may vary by region. Your client services representative can confirm what’s available for your account.

Common IVR configurations

These examples show how businesses commonly use IVR and why they choose each setup.

Forward all calls to a single mobile or landline: Best for solo business owners who want all calls routed directly to one primary number.
Forward calls to multiple numbers using Find Me / Follow Me or Round Robin: Useful for teams, shared responsibility, or on call coverage where multiple people may answer.
Send calls to voicemail with email notifications: Common for after hours, billing inquiries, or non urgent requests where a callback can happen later.
Play a greeting or announcement, then hang up: Used for offices that are temporarily closed, on holiday, or need to share important updates with callers.
Play a ring sound, then send to voicemail: Gives callers the impression of a ringing line before sending them to voicemail, which some businesses prefer for familiarity.
Play a greeting and forward to a live number: Allows you to set expectations with a message before connecting the caller to a person.
Forward calls to a live operator: Ideal for businesses that want callers to speak to a real person without navigating a menu.

When IVR may not be the right choice

IVR works best when callers can clearly self-select an option. If your business requires every caller to speak to a live person, or your call flows are highly complex, a live receptionist or hybrid setup will be a better fit.

How to set up IVR

There are two ways to begin the IVR setup process:

Contact our Client Services Team

You can contact our Client Services Team directly by phone, email, or chat. A team member will discuss your requirements, answer any questions, and guide you through the setup process.

Request IVR through the app

To activate IVR, please get in touch with the Client Services team by phone or email.

What information you’ll need to provide

Each IVR setup is unique. To get started, you will need to provide:

1. Main greeting

Provide the greeting callers will hear when they first contact your business.
For example: “Thank you for calling ABC Plumbing.”
You can provide your own recording or script. We can assist with recordings if needed.

2. Call options

Determine the menu structure, callers will use.
For example Press 1 for Service, Press 2 for Sales, Press 3 for Billing.
As a best practice, keep your IVR menu simple and limited to a small number of clear options (typically 3–5). This helps callers quickly choose the right path without confusion or frustration.

3. Forwarding rules

Decide where each option routes the call. Examples:
- Service → customer’s team first, then AnswerConnect agent if unanswered after a set number of rings
- Billing → voicemail, with emails sent to your preferred address

4. Additional greetings

If more greetings are needed, provide scripts or recordings before final setup.

Review and activation

Once we have gathered your requirements, our team will configure your IVR and review the setup with you before activation.

Once your IVR is live, it can be updated as your business needs change. Menu options, greetings, and routing rules can all be adjusted over time so your setup continues to reflect how your business operates.

IVR setup may require multiple conversations to gather all preferences and recordings. Depending on complexity and recording availability, setup typically takes several business days after all required information has been received.