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What is IVR

IVR (Interactive Voice Response) lets callers choose where to route their call using their phone keypad. Perfect for departments, multiple services, or professional call routing. Example:
“Press 1 for Sales, Press 2 for Support, Press 3 for Billing” Benefits:
  • Professional image
  • Efficient call routing
  • Reduce misdirected calls
  • Self-service options

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Setup IVR menu

1

Open settings

Go to Settings in Allo app
2

Access Interactive Menu

Tap “Interactive Menu” at the top
3

Activate IVR

Toggle “Activate Interactive Menu” in top left corner
4

Create welcome message

Write the message callers hear first.Example: “Thank you for calling [Company].”
5

Add menu options

For each option:
  1. Tap “Add option”
  2. Write what AI should say
  3. Choose destination
  4. Save option
You can add up to 8 options.
6

Set default action

Choose what happens if caller doesn’t press anything:
  • Repeat menu
  • Send to voicemail
  • Forward to number
7

Test your menu

Call your Allo number to test the experience

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How it works

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Caller experience

  1. Call connects - Hears your welcome message
  2. Menu plays - AI lists all options
  3. Caller chooses - Presses number on keypad
  4. Call routes - Connects to chosen destination
Example flow:
“Thank you for calling ABC Company. Press 1 to reach our Sales team, Press 2 for Customer Support, Press 3 for Billing questions.” Caller presses 2 Call routes to Support team.

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What callers hear

The AI voice announces each option automatically: You write:
“reach our sales team” AI says:
“Press 1 to reach our sales team”
AI automatically adds “Press [number]” before each option. Just write what comes after.

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IVR types

  • Standard IVR
  • Voice IVR

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Keypad-based menu (default)

Callers press numbers on their phone keypad.How it works:
  • AI announces options
  • Caller presses 1-8
  • Routes to destination
  • Simple and reliable
Available to:
  • All Allo users
  • Starter and Business plans
  • Setup in-app anytime
Best for:
  • Clear department routing
  • Multiple teams
  • Professional businesses
  • Consistent routing needs

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Configure menu options

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Routing destinations

Each menu option can route to: Team member:
  • Ring specific person’s Allo number
  • Best for named departments or roles
Multiple team members:
  • Ring several people simultaneously
  • Or cascade through team
  • Distribute calls efficiently
External number:
  • Forward to any phone number
  • Use for outside services
  • Include country code
Voicemail:
  • Send directly to voicemail
  • No ringing
  • Automatic message recording
AI Receptionist:
  • Route to virtual receptionist
  • Available on Business plan
  • Handles inquiries intelligently
Learn about AI Receptionist

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Single-level menu (current)

Allo currently supports one level of menu options. Structure: 
Main menu
├── Press 1: Sales
├── Press 2: Support
├── Press 3: Billing
└── Press 4: Other
Limit: 8 options maximum
Multi-level menus (sub-menus) are not currently supported. Keep your menu simple with one level.

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Best practices

Recommended:
  • 3-5 options for best experience
  • Clear, specific destinations
  • Logical order (Sales first, etc.)
Avoid:
  • More than 6 options
  • Vague categories
  • Overlapping choices

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Voice and tone

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Customize AI voice

Choose voice characteristics: Voice type:
  • Male or female voice
  • Different accents available
  • Natural conversational tone
Speaking pace:
  • Normal (recommended)
  • Slower for clarity
  • Faster for efficiency
Professional or friendly:
  • Professional for business
  • Friendly for service
  • Match your brand voice
Access:
Settings > AI Voice

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Writing clear options

Good examples: ✅ “Press 1 to reach our Sales team”
✅ “Press 2 for Customer Support”
✅ “Press 3 to hear our office hours and location” Bad examples: ❌ “Press 1 for Department A”
❌ “Press 2 if you have questions”
❌ “Press 3 for other stuff”

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Keep it short

Ideal menu:
  • 3-5 options maximum
  • Under 30 seconds total
  • Clear, specific destinations
Too long:
  • 8 options
  • Over 60 seconds
  • Vague or overlapping choices

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Professional scripting

Welcome message: Good: “Thank you for calling ABC Consulting.”
Better: “Thank you for calling ABC Consulting. To help us direct your call…” Option wording: Good: “reach Sales”
Better: “speak with our Sales team”
Best: “speak with our Sales team about new projects”

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Common menu structures

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Small business (3 options)

"Thank you for calling [Company]."

1. Sales and new customer inquiries
2. Customer support
3. Billing and account questions

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Service business (4 options)

"Thank you for calling [Company]."

1. Schedule an appointment
2. Check appointment status
3. Billing questions
4. All other inquiries

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Professional services (5 options)

"Thank you for calling [Company]."

1. Speak with an advisor
2. Check account status
3. Make a payment
4. Office hours and locations
5. All other questions

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Department routing (4 options)

"Thank you for calling [Company]."

1. Sales
2. Technical Support
3. Customer Success
4. Administration

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Bypass IVR menu

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Let important contacts skip menu

Setup bypass:
  1. IVR settings
  2. Scroll to “Who can skip the menu”
  3. Choose option:
    • All contacts
    • Favorites only
    • No one
Mark favorites:
  1. Open contact profile
  2. Tap star icon
  3. They now skip IVR and ring you directly

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Emergency bypass

Add emergency option: “If this is an emergency, press 9 now.” Route press 9 to:
  • On-call team member
  • Emergency line
  • Direct to key person

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Troubleshooting

Check:
  • IVR is activated (toggle on)
  • At least one option is configured
  • Welcome message is not blank
  • Not bypassed by business hours settings
Test: Call your number and verify menu plays.
Verify:
  • Options are saved (not drafted)
  • Each option has text
  • Voice settings are configured
  • No special characters in text
Try: Re-save each option one by one.
Check each option:
  • Destination is set correctly
  • Phone number includes country code
  • Team member has active Allo number
  • External number can receive calls
Test: Press each option and verify routing.
Verify:
  • Contact is marked with star (favorite)
  • Bypass setting is enabled
  • Contact is saved in Allo
  • Using correct phone number
Refresh: Remove and re-add favorite status.
Voice IVR is in beta:
  • Available on request only
  • Contact our sales team
  • May require Business plan
  • Currently limited availability
Contact:
Email [email protected] or reach out via WhatsApp

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Examples by industry

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Real estate

"Thank you for calling [Agency]."

1. Schedule a property showing
2. Speak with an agent
3. Property information
4. Office hours and location

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Medical office

"Thank you for calling [Practice]."

1. Schedule or change appointment
2. Prescription refills
3. Billing questions
4. Medical emergency - press 9

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Law firm

"Thank you for calling [Firm]."

1. New client consultations
2. Existing client matters
3. Office administration
4. After-hours urgent matters

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E-commerce

"Thank you for calling [Store]."

1. Order status
2. Returns and exchanges
3. Product information
4. Customer service
https://mintcdn.com/themobilefirstcompany/C23eX9068PMaeGkT/media/allo-icons/Phone_transfer.svg?fit=max&auto=format&n=C23eX9068PMaeGkT&q=85&s=d647f2af326994082c3b4c0cb852b371

Call routing

Route calls to team members
https://mintcdn.com/themobilefirstcompany/DTPqX7ucg0aFEmSM/media/allo-icons/Clock.svg?fit=max&auto=format&n=DTPqX7ucg0aFEmSM&q=85&s=5b0eba9bbfa6a063a73939ff09a9afe4

Business hours

Set availability schedule
https://mintcdn.com/themobilefirstcompany/DTPqX7ucg0aFEmSM/media/allo-icons/AI.svg?fit=max&auto=format&n=DTPqX7ucg0aFEmSM&q=85&s=19581875add05f65bc597d1c87a0df2b

AI Receptionist

Intelligent call handling
https://mintcdn.com/themobilefirstcompany/KhQjpUi2j5xfS7Wn/media/allo-icons/StatusCheck.svg?fit=max&auto=format&n=KhQjpUi2j5xfS7Wn&q=85&s=53f95b543f853ab17a651b3d96539246

Gatekeeper

Screen calls before answering