IVR and call flows: menus, prompts and keypad choices you design.
Greet every caller, offer a few clear choices and send each call to the right place. Build the flow once, change it any time, and run it from your own app.
- Menus and prompts you design
- Route by keypad choice
- Control every call from your app
Design the menu your callers hear, one key at a time
Pick a key to see what the caller hears and where the call goes next. Keep it short: a clear greeting and a few well-named choices get callers to the right team fast.
“Press 1 to talk to sales.”
Illustrative menu
Follow one call from the first ring to the right person
Every call moves through the same simple steps. You decide what is said, what the keypad does and where the call lands.
- 01
- 02
- 03
- 04
- 05
Control every step of the call from your own app
Your app is told what is happening on the call and answers with what to do next: play a prompt, collect a keypress, route or hang up. The same flow can be changed in your own code, with no phone hardware involved.
// your app is told a call has arrived { "event": "call.answered", "from": "+1 555 0142" }
// the caller pressed a key { "event": "keypad.pressed", "key": "2" }
// your app replies with what to do next { "action": "route", "to": "support" }
// the call is over, log or follow up { "event": "call.ended", "outcome": "answered" }
One tool, a call flow for every kind of line
Start from a simple menu and shape it around the way your customers call. Here are four common lines.
Sales line
Greet, then split new customers from existing ones.
- 1new enquiry
- 2existing customer
- 0speak to someone
Support line
Send callers to the right queue before anyone picks up.
- 1technical help
- 2orders
- 3something else
Appointments
Confirm, change or book without a long wait.
- 1confirm
- 2reschedule
- 3speak to the front desk
After hours
Say when you are back, and take a message.
- Hear opening hours
- 1leave a message
- 2urgent request
Illustrative menus
Give your customers call flows under your own brand
Launch Programmable Voice and call flows under your own logo and domain. Your developers and your customers design menus and prompts in a console that carries your name.
Your call flow console
One console on your own domain. Each customer builds and changes their own menus.
- Your logo on every screen
- Your domain
- A space for each customer
Example customers, illustrative
The questions teams ask on the first call.
What is an IVR?expand_more
An IVR, or interactive voice response, greets callers with a menu of choices and routes each call based on what they press, so people reach the right place without waiting for an operator.
What can I build with IVR and call flows?expand_more
You can greet callers with menus and prompts you design, offer keypad choices and send each call to a team, a queue, the AI receptionist or voicemail. You can change the flow whenever your business changes.
Can I control call flows from my own app?expand_more
Yes. With Programmable Voice, your app can make, receive and control calls with simple webhooks, including playing prompts and routing calls. Ask the MCM team for the details that apply to your plan.
Can the AI receptionist be part of the flow?expand_more
Yes. MCM AI can answer a call on the first ring, understand what the caller needs and route, book or escalate, so it can sit alongside keypad menus in the same flow.
How many options should a menu have?expand_more
Fewer is better. A short greeting and three or four clearly named choices are easier for callers to follow than a long list, and you can always add a key to reach a person.
Can I offer IVR and call flows under my own brand?expand_more
Yes. Partners resell Programmable Voice under their own logo and domain, so customers design their call flows in a console that carries your name.
Ready to design your call flows?
Talk to our team about IVR and call flows in Programmable Voice, under your own brand.
Explore more on the platform
Programmable Voice
Make, receive and control calls from your own apps.
Auto-attendant
A friendly voice menu that answers every call.
AI receptionist
Answers on the first ring and routes each caller.