How to Set Up Phone Menus (IVR)

A phone menu plays a short greeting. Then the caller presses a key. For example:

"Thanks for calling. Press 1 for sales. Press 2 for service."

Each key sends the call to one place. You pick the place.

1. Go to Phone System > Phone Menus.
2. Turn the menu On.
3. Type the greeting. Say each key out loud, like "Press 1 for sales."
4. Click Hear it to listen to it.
5. Add a key. Give it a short name. Then pick where it goes.
6. Pick how long to wait for a key. Pick how many times the menu plays again.
7. Pick where the call goes if no one presses a good key.
8. Click Save menu.

• Your team. All your team phones ring. If no one picks up, Kai answers.
• One person. Their desk phone or app rings. If they do not pick up, Kai answers.
• One person's voicemail. The caller leaves them a message.
• Kai. Kai answers right away.

You can use up to 12 keys: 0 to 9, * and #.

Some callers do not press a key. Some press a key that is not on the menu. Then the menu plays again. You pick how many times: never, once, 2 times, or 3 times.

After that, the call goes to the place you picked. It can be your team, one person, a voicemail, or Kai.

We check your menu when you save. Every key must go to a real place. That way callers do not get stuck in a loop.

The What callers hear box shows your menu step by step. It updates as you type.

1. Save your menu.
2. Call your number from any phone.
3. Press each key. Check that it goes to the right place.

Have a desk phone? Pick it and click Test call. We ring that phone. Pick up, and you hear the menu like a caller does.

Using business hours? The menu plays when you are open. After hours, Kai answers.

Is your number set up so Kai answers it? Then your menu works a bit differently. Callers can press a key or just say what they need.

1. Go to Phone System > Phone Menus.
2. Click Create Menu.
3. Give it a name and a greeting.
4. Add keys. Each key goes to an agent or a phone number.
5. Pick a fallback for callers who do not choose.
6. Go to Phone System > Call Routing. Pick the menu for your number. Save.

• Keep the greeting short. Aim for 15 seconds or less. Callers hang up on long menus.
• Use few keys. Two to four is best.
• Give callers a way to reach a person. Many people press 0 for help.
• Test after every change.