IVR Menus & Interactive Phone Trees

An Interactive Voice Response (IVR) phone tree greets incoming callers, offers menu options, and routes calls to the appropriate AI agent, human department, or self-service workflow.

Example Phone Tree Structure


Incoming Call
  ├── "Press 1 or say 'Sales'" ────────▶ Sales AI Agent ──▶ Live Sales Queue
  ├── "Press 2 or say 'Support'" ──────▶ Support AI Agent (Grounded in FAQ)
  │                                        └── If unresolved ──▶ Tier 2 Support Team
  └── "Press 3 or say 'Billing'" ──────▶ Billing Dept (Business Hours Routing)

Setting Up an IVR Phone Tree

1. Open Telephony Settings

Go to Settings → Channels → Voice → Phone Numbers and select the phone number to configure.

2. Choose Voice Greeting & Speech Recognition

Audio Greeting: Type a text greeting for natural AI text-to-speech or upload a recorded WAV/MP3 file.
Input Mode: Enable Keypad (DTMF), Natural Speech Recognition, or both.

3. Configure Keypad & Voice Options

Map digits to actions:

Key 1: Route to an AI Agent (e.g. Flight Status Agent).
Key 2: Route to a Human Team Queue (e.g. Customer Care).
Key 3: Sub-menu (e.g. Spanish Language Menu).

4. Set Fallback & Timeout Rules

If the caller does not press a key after 5 seconds or says something unrecognized, repeat the menu once, then route to the default general inbox or voicemail.

If you want to…	Read
Connect Twilio or Genesys	Telephony Integrations
Configure warm and cold transfers	Call Transfers & Conferencing
Manage after-hours voicemails	Voicemail & After-Hours