- IVR answers and routes calls automatically using menus.
- Keep menus short, with the most common choice first.
- Always offer a way to reach a person.
- Use outbound IVR for reminders and surveys as well as inbound routing.
How IVR works
When a call arrives, the IVR plays a greeting and a menu such as "press 1 for sales". The caller presses a key (DTMF tones) or speaks. The system then routes the call, plays information, takes input or connects an agent. It can also read data from your systems, for example an order status.
Common uses
- Routing calls to the right team or branch
- Self-service for balance, status or timings
- After-hours messages and call-back requests
- Appointment and payment reminders (outbound)
- Feedback calls after a service
See our IVR service and automated reminder calls.
Design a good call flow
- Keep the menu to four or five choices.
- Put the most requested option first.
- Use short, plain prompts.
- Offer "press 0" or a similar way to reach a person.
- Test with real callers and fix steps where they drop off.
IVR and other channels
IVR works best next to SMS and WhatsApp: a missed call can trigger a text with details, and an OTP can fall back to a voice call. Read about the full voice services from Mantraxtel.
A sample menu (illustrative)
| Key | Action |
|---|---|
| 1 | Book or change an appointment |
| 2 | Hear clinic timings and address |
| 3 | Get a test report update by SMS |
| 0 | Speak to a person |
The menu is only an example. Real menus should reflect what your callers ask most often.
Mistakes that frustrate callers
- Long greetings before the first option.
- More than five choices at one level.
- No way to reach a person.
- Prompts that use internal jargon.
- Never reviewing where callers hang up.
Measure and improve
Review how many callers use each option, how many hang up and how many reach an agent. Reorder the menu to put popular options first and rewrite prompts where callers drop off. Read more about cloud telephony for numbers and routing.
Sources and further reading
Rules and platform requirements change. Last reviewed . This guide is general information, not legal advice.