What is the IVR Phone Menu?
IVR stands for Interactive Voice Response — the “press 1 for sales, press 2 for support” system you hear when calling big companies. Our IVR is different: callers speak instead of pressing buttons. When enabled, your AI receptionist greets the caller and offers a short menu of options. The caller simply says what they need, and the AI routes them to the right response.“Hi, thanks for calling Dave’s Plumbing! I can help with booking an appointment, getting a price quote, checking our opening hours, or connecting you with Dave directly. What would you like?”The caller says “I need a price quote” and the AI immediately switches to pricing mode.
Why voice-based IVR?
No button pressing
Callers hate pressing buttons, especially on mobile. Voice is natural and faster.
Smarter routing
The AI understands intent, not just numbers. “I need help with my boiler” routes correctly even if the caller does not use your exact menu wording.
Fewer wrong transfers
Callers pick the option that matches their needs, not a random guess at which number to press.
Professional image
A voice menu makes a small business sound established and organised, without the robotic feel of traditional IVR.
How to set up your IVR menu
Add your menu options
Click Add Option to create each menu item. For each option, you set:
- Label — what the caller hears (e.g. “Book an appointment”)
- Action — what happens when they choose it
Menu option actions
Each menu option triggers a specific action:| Action | What happens | Best for |
|---|---|---|
| Booking | AI switches to appointment booking mode — checks availability, collects details, confirms | Service businesses that take appointments |
| Pricing | AI answers pricing questions from your Knowledge Base | Businesses with multiple services at different price points |
| Hours | AI tells the caller your opening hours, including today’s hours specifically | All businesses |
| General Info | AI answers any question using your full Knowledge Base | Catch-all for FAQs and other queries |
| Transfer | AI transfers the call to your phone number | When callers need a real person |
Example menus by industry
Plumber / Tradesperson
Plumber / Tradesperson
- Book a repair (Booking)
- Get a quote (Pricing)
- Check availability (Booking)
- Speak to someone (Transfer)
Hair Salon
Hair Salon
- Book an appointment (Booking)
- Treatment prices (Pricing)
- Opening hours (Hours)
- Speak to the salon (Transfer)
Dental Practice
Dental Practice
- Book a check-up (Booking)
- Emergency dental issue (Transfer)
- Treatment information (General Info)
- Opening hours (Hours)
Restaurant
Restaurant
- Book a table (Booking)
- View our menu (General Info)
- Opening hours (Hours)
- Speak to the restaurant (Transfer)
Best practices
- Put the most common option first. If 80% of your calls are for bookings, make that option number one.
- Always include a “speak to someone” option. Some callers will never want to talk to an AI — give them an exit.
- Use plain language. Say “Book an appointment” not “Schedule a consultation.” Your callers are normal people, not corporate executives.
- Test the flow yourself. Call your AI number and try each menu option to make sure they work as expected.
IVR vs no IVR
Without IVR: The AI greets the caller and waits for them to say what they need. Works well when most calls are about the same thing (e.g. booking). With IVR: The AI offers structured options upfront. Works better when callers call for many different reasons and you want to guide them efficiently.You can enable or disable the phone menu at any time. Turning it off does not delete your menu options — they are saved and ready if you turn it back on.