An Interactive Voice Response (IVR) or auto-attendant is the front door of your business. If designed well, it guides customers to the right answers in seconds. If designed poorly, it leads to frustration and hung-up calls. Let's look at how to build a clean visual phone tree.
The Golden Rules of IVR Design
Before you start configuring menus in Audovo, keep these best practices in mind:
- Keep options short: Limit your menu to 4 options maximum. Customers struggle to remember lists that are longer than that.
- Put action last: Say the destination after the number key. For example, say "For Sales, press 1" rather than "Press 1 for Sales".
- Provide a human fallback: Always allow callers to press 0 or wait to reach a live operator.
Configuring the Menu in Audovo
In your dashboard, go to Call Menus > Create New Menu. Give your menu a name, like "Main Office Tree".
You can choose to use our premium text-to-speech engine to read your options, or upload a pre-recorded audio file. Add your keypress options (e.g. key 1 for Sales, key 2 for Support), and map them to team ring groups or individual extensions.
Note: You can set a timeout action. If a caller does not press any key within 5 seconds, Audovo will automatically route them to your default operator ring group.