> ## Documentation Index
> Fetch the complete documentation index at: https://help.withallo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# IVR (Interactive Menu)

> Create professional phone menus for call routing

<iframe src="https://www.youtube.com/embed/RPfuCVAypx4" title="YouTube video player" frameborder="0" className="w-full aspect-video rounded-xl" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen />

<Frame>
  <img src="https://mintcdn.com/themobilefirstcompany/jOVd0vq4IUGNS9rh/images/allo-ivr-flow.jpg?fit=max&auto=format&n=jOVd0vq4IUGNS9rh&q=85&s=094bf56cddba16b6d5c296bc0f2a2cd9" alt="Building a phone menu as a visual flow in Allo, with each key press routed to its own step" width="1920" height="1080" data-path="images/allo-ivr-flow.jpg" />
</Frame>

<Note>
  **If your line uses a call flow**, the menu lives in the flow and the Interactive menu section steps aside. Build it with the flow's **Phone menu** step, which also supports menus inside menus. See [build a phone menu](/en/features/call-flows-phone-menu).
</Note>

## 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

***

## Setup IVR menu

<Steps>
  <Step title="Open settings">
    Go to Settings in Allo app
  </Step>

  <Step title="Access Interactive Menu">
    Tap "Interactive Menu" at the top
  </Step>

  <Step title="Activate IVR">
    Toggle "Activate Interactive Menu" in top left corner
  </Step>

  <Step title="Create welcome message">
    Write the message callers hear first.

    Example: "Thank you for calling \[Company]."
  </Step>

  <Step title="Add menu options">
    For each option:

    1. Tap "Add option"
    2. Write what AI should say
    3. Choose destination
    4. Save option
  </Step>

  <Step title="Set default action">
    Choose what happens if caller doesn't press anything:

    * Repeat menu
    * Send to voicemail
    * Forward to number
  </Step>

  <Step title="Test your menu">
    Call your Allo number to test the experience
  </Step>
</Steps>

***

## How it works

### 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.

### 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"

<Note>
  AI automatically adds "Press \[number]" before each option. Just write what comes after.
</Note>

***

## IVR types

<Tabs>
  <Tab title="Standard IVR">
    ## 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
  </Tab>

  <Tab title="Voice IVR">
    ## Natural language routing (Beta)

    Callers speak naturally and AI routes automatically.

    **How it works:**

    * AI asks: "How can I help you?"
    * Caller speaks naturally: "I need help with my order"
    * AI understands intent
    * Routes to correct team automatically

    **Example:**

    > **AI:** "Thank you for calling ABC Company. How can I help you today?"
    >
    > **Caller:** "I want to speak to someone about pricing"
    >
    > *AI routes to Sales team*

    **Advantages:**

    * More natural for callers
    * No menu to remember
    * Faster routing
    * Better caller experience

    **Availability:**

    * Currently in Beta
    * Available on request only
    * Contact sales team to enable
    * May require Business plan

    <Warning>
      Voice IVR is in beta and available only through our sales team. Contact us to request access.
    </Warning>

    **Contact sales:**\
    Email: [sales@withallo.com](mailto:sales@withallo.com)\
    WhatsApp: [Get in touch](https://api.whatsapp.com/send/?phone=15557015299)
  </Tab>
</Tabs>

***

## Menu option actions

Every menu option is a pair: the message callers hear, and the action that runs when they press the key.

<Frame>
  <img src="https://mintcdn.com/themobilefirstcompany/0yCPkpVuafUg98eF/images/ivr-menu-option-actions.png?fit=max&auto=format&n=0yCPkpVuafUg98eF&q=85&s=190946a298e384c7ecf0e3f14398eefe" alt="The action picker for an IVR menu option in Allo settings" width="1960" height="1120" data-path="images/ivr-menu-option-actions.png" />
</Frame>

### Available actions

**Play announcement**

Plays a message to the caller. Use it for self-service information: office hours, address, directions.

**Ring this line**

Rings the people who normally answer this number, following its call routing settings (simultaneous or cascade).

**Forward to a number**

Forwards the call to a phone number outside your workspace: an external service, a call center, a partner. Include the country code.

<Note>
  The forwarded leg is a new outbound call from your Allo number, billed at [your calling rates](/en/billing/international-calling-rates) based on the destination of the external number. Forwarding abroad is billed as an international call, whatever the origin of the incoming call. The recipient sees your Allo number as the caller.
</Note>

**Forward to another line**

Pick another of your Allo lines from a list, by its name. The call is redirected to that line and behaves like a normal incoming call on it: that line's routing, business hours, and voicemail apply. No need to type the line's phone number.

**Ring a team member**

Rings one specific person. Only their phone rings, the rest of the team is not disturbed. Best for options that should always reach the same person, like billing or management.

**AI Receptionist**

Hands the call to your AI Receptionist, which answers, handles inquiries, and routes intelligently. Requires the AI Receptionist add-on.

[Learn about AI Receptionist](/en/features/ai-receptionist)

### Which action should I use?

| The caller should reach | Use |
| - | - |
| A department with its own Allo number (Sales line, Support line) | Forward to another line |
| One specific person on the team | Ring a team member |
| The team behind this same number | Ring this line |
| Someone outside Allo (external service, call center) | Forward to a number |
| Information only, no human (hours, address) | Play announcement |
| An assistant that answers and routes by itself | AI Receptionist |

***

## Menu structure

### 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

<Info>
  Multi-level menus (sub-menus) are not currently supported. Keep your menu simple with one level.
</Info>

### 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

***

## Voice and tone

### 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

***

## Menu best practices

### 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"

### 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

### 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"

***

## Common menu structures

### Small business (3 options)

```
"Thank you for calling [Company]."

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

### Service business (4 options)

```
"Thank you for calling [Company]."

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

### 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
```

### Department routing (4 options)

```
"Thank you for calling [Company]."

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

***

## Bypass IVR menu

### 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

### 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

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="IVR not playing">
    **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.
  </Accordion>

  <Accordion title="Callers can't hear options">
    **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.
  </Accordion>

  <Accordion title="Wrong destination routing">
    **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.
  </Accordion>

  <Accordion title="Favorites still hearing IVR">
    **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.
  </Accordion>

  <Accordion title="Menu plays but doesn't route">
    **Check:**

    * Caller is pressing keys (not voice)
    * Tone dial (not pulse) enabled on caller phone
    * Options are mapped to destinations
    * Destination numbers are valid

    **Solution:** Test from different phone to rule out caller phone issue.
  </Accordion>

  <Accordion title="Want Voice IVR">
    **Voice IVR is in beta:**

    * Available on request only
    * Contact our sales team
    * May require Business plan
    * Currently limited availability

    **Contact:**\
    Email [sales@withallo.com](mailto:sales@withallo.com) or reach out via WhatsApp
  </Accordion>
</AccordionGroup>

***

## Examples by industry

### 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
```

### Medical office

```
"Thank you for calling [Practice]."

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

### Law firm

```
"Thank you for calling [Firm]."

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

### E-commerce

```
"Thank you for calling [Store]."

1. Order status
2. Returns and exchanges
3. Product information
4. Customer service
```

***

## Related features

<CardGroup cols={2}>
  <Card title="Call routing" icon="https://mintcdn.com/themobilefirstcompany/yN5XCm7zDDPr0-yn/media/allo-icons/phone-transfer.svg?fit=max&auto=format&n=yN5XCm7zDDPr0-yn&q=85&s=a9c5d6aad21189eaa1f6879bb489585c" href="/en/features/call-routing" width="24" height="24" data-path="media/allo-icons/phone-transfer.svg">
    Route calls to team members
  </Card>

  <Card title="Business hours" icon="https://mintcdn.com/themobilefirstcompany/RgYoir1kmfhXIZ06/media/allo-icons/Clock.svg?fit=max&auto=format&n=RgYoir1kmfhXIZ06&q=85&s=0549952791657ba192d9e67766625168" href="/en/features/business-hours" width="24" height="24" data-path="media/allo-icons/Clock.svg">
    Set availability schedule
  </Card>

  <Card title="AI Receptionist" icon="https://mintcdn.com/themobilefirstcompany/RgYoir1kmfhXIZ06/media/allo-icons/AI.svg?fit=max&auto=format&n=RgYoir1kmfhXIZ06&q=85&s=b8c732c713aa282c65b6ea2c48e464c4" href="/en/features/ai-receptionist" width="24" height="24" data-path="media/allo-icons/AI.svg">
    Intelligent call handling
  </Card>
</CardGroup>


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