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An IVR menu plays a greeting, waits for the caller to press a digit, and sends the call somewhere based on what they pressed — “Press 1 for sales, 2 for support.”

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How it works

A menu has a greeting, up to twelve options (digits 0–9, *, and #), and a timeout action for when the caller presses nothing or something unmapped. Each option sends the call to a queue, an extension, another menu (a submenu, for nesting), or hangs up. A menu also has its own dial-in extension, so it can be a routing rule destination itself.

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When to use it

Use an IVR menu when callers need to self-select where they’re going — different departments, different languages, or an after-hours message. Skip it and route straight to a queue when there’s only one place a call can go; an extra menu step adds friction without adding routing value.

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What it affects

An IVR menu is only reachable once something points to it — a routing rule, a caller ID rule, or another menu’s option. Building a menu with nothing pointing to it doesn’t do anything.

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Limits and constraints

There’s no limit on how many menus a workspace can create, or how deep menus can nest. See Limits and quotas.

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Next steps

Build an IVR menu

Test an IVR menu