How to Set Up Phone Menus (IVR)

Create phone menus so callers can choose departments or services before talking to an agent.

What Is an IVR Menu?

An IVR (Interactive Voice Response) menu plays a greeting and lets callers choose an option. For example:

"Press 1 for Sales, Press 2 for Support, or say what you need."

KaiCalls IVR menus support both keypress and spoken intent — callers can press a number or say "I need help with billing."

Creating a Menu

  1. Go to Dashboard > Phone System > IVR Menus.
  2. Click "Create Menu".
  3. Enter a Menu Name (internal use only, e.g., "Main Menu").
  4. Write the Greeting Message — what callers hear when they call. Example:
    "Thank you for calling Acme Services. Press 1 for new inquiries, press 2 for existing customers, or tell me how I can help."
  5. Add Menu Options:
    • Each option has a keypress number (1, 2, 3…), a label ("Sales"), and a destination (an agent or phone number).
    • You can add up to 9 options.
  6. Set Timeout Behavior: how long to wait for input (default 5 seconds) and max retries before the fallback.
  7. Set a Fallback Agent — where callers go if they don't choose an option.
  8. Click Save.

Connecting a Menu to a Phone Number

  1. Go to Phone System > Phone Numbers.
  2. Click Configure next to the number.
  3. Select "IVR Menu" as the routing type.
  4. Choose your menu from the dropdown.
  5. Save.

Testing Your Menu

Call the phone number. You should hear the greeting and be able to press a number or say your intent. Check that each option routes to the correct agent.

Tip: Test every option after each change — including the fallback. If an option routes to the wrong agent, go back to the menu editor and update the destination.

Tips for Great Phone Menus

  • 1.Keep the greeting under 15 seconds — callers hang up on long menus.
  • 2.Always have a fallback agent for callers who don't choose an option.
  • 3.Use natural language in the greeting ("tell me how I can help") so voice recognition works well.
  • 4.Test after every change.
    How to Set Up Phone Menus (IVR) | KaiCalls Help