IVR and call routing

An IVR (Interactive Voice Response) is the "Press 1 for Sales, 2 for Support" phone menu. Build one visually in the phone number settings.

Common IVR patterns

• Greeting → menu → round-robin to the picked team.
• Greeting → direct dial by extension (for named reps).
• Business hours check → menu or voicemail based on time of day.
• New vs existing customer branching — route new to sales, existing to support.

Record audio vs text-to-speech

Text-to-speech is fine for short menus. For longer greetings and brand consistency, record your own audio (MP3 or WAV upload).