How it works

How it works
A phone menu (an IVR) is built as a workflow. The caller hears your greeting, presses a key, and the workflow connects them to the right person. Menu actions only appear inside a phone menu workflow, so they'll look greyed out if you open a normal one.

2 ways to do it

A menu when callers need to choose. A plain ring order when everything should reach the same people.

Build the menu

Start a phone menu workflow
Go to Automations > Workflows, create a workflow and add the trigger IVR > Start IVR trigger.
AutomationsWorkflowsAdd triggerIVRStart IVR trigger
Workflow nameMain line phone menu
Add the greeting and the keys
Add the Gather input on call action to ask the caller to press a key. In it, add the greeting. Keep it under 20 seconds and say the most common option first.
GreetingThanks for calling Northside Plumbing. For an emergency, press 1. For a quote or a booking, press 2. To leave a message, press 3.
Shown with example details. Copy pastes the version that fills in your own business and each customer's name by itself.
Send each key to the right person
For each key, add a branch and the Connect to call action. Choose who it rings: your mobile for 1, the office for 2.
Add a safety net
For key 3, or no key pressed, use the Record voicemail action. Add Say or play message to tell them what happens next. End the call with the End call action.
Voicemail linePlease leave your name, number and what you need, and we'll call you back today.
Point your number at the menu
Go to Settings > Communications > Phone System, open your number's Edit Configuration and choose the menu as the thing that answers calls. Save.
SettingsCommunicationsPhone SystemEdit Configuration
Call it and press every key
Call your number from another phone and try each option, including pressing nothing. Fix anything that rings the wrong person.