Set up a phone menu
Callers hear a greeting and press a key. Each key can ring a person, take a voicemail, play a message, open another menu or let callers dial an extension.
Without a menu, a call rings the person the number belongs to and goes to voicemail if they do not pick up. A Call menu lets callers choose where they go. You set it up per number, on the number's Call handling page. Owners and admins can edit any number; everyone else can edit the numbers they own.
Open call handling
- Select Numbers in the sidebar.
- Select Call handling next to the number. The page heading reads How, then your number, then answers.
Build the menu
- Tick Call menu. A first option appears.
- Write the Greeting. Say every key out loud, the way you want callers to hear it, for example: Thanks for calling. For sales, press 1. For support, press 2. To leave a message, press 3.
- For each option, pick the key after Press and what happens after to.
- Select Add option for each extra key. You can use up to 10 keys, 1 to 9 and 0.
- Select Save at the bottom of the page. You see Saved. New calls use this right away.
What a key can do
| Choice | What the caller gets |
|---|---|
| Ring (the number owner) | The person this number belongs to rings. |
| Ring a teammate | Pick any teammate. Their extension shows next to their name. |
| Dial by extension | The caller types a teammate's extension to reach them. |
| Leave a voicemail | Straight to the voicemail greeting and the tone. |
| Hear a message | Reads your text, up to 600 characters, then plays the menu again. Good for hours or an address. |
| Open another menu | A menu inside the menu, with its own greeting and keys. |
| Go back to the previous menu | Only inside a sub menu. |
Menus inside menus
Pick Open another menu and a new menu appears inside that option, labeled with the keys that lead to it. Give it its own greeting, for example: For billing questions, press 1. To pay a bill, press 2. To go back, press 9. Menus can go three levels deep: the main menu plus two below it.
If the caller presses nothing
They hear the menu once more, then the call rings the person the number belongs to. That way nobody gets stuck in a loop.
Pick the voice and use recordings
- In Voice at the top of the page, keep Standard phone voice or pick one of the AI voices, which sound like a real person. Select Play sample to hear it read your greeting.
- Prefer your own voice? Switch the greeting from Type it to Use a recording. See Voicemail and greetings to record or upload one.
Combine with hours and the AI receptionist
A menu answers while you are open. Add business hours and closed days to send calls outside those hours to voicemail or the AI receptionist instead.