What is IVR?
IVR (Interactive Voice Response) is a phone system feature that greets callers with a recorded menu and lets them choose an option with their keypad or their voice. It then routes the call to the right team, a message or a self-service answer.
How it works
When a call comes in, the IVR plays a greeting and a list of options, such as press 1 for sales or press 2 for support. It listens for keypad tones (DTMF) or, in newer systems, for spoken answers.
Each option maps to an action: ring a team, send the call to a queue, play recorded information, take a voicemail or hand the caller to another menu. Business hours rules can play a different menu when the office is closed.
Modern IVRs are configured in software rather than on a hardware PBX, so you can change the menu, the greeting or the routing in minutes.
Why it matters
01Right person, first time
Callers reach the team that can help them without a manual transfer.
02Fewer interruptions
Common questions such as opening hours or addresses are answered by the menu itself.
03A bigger front door
A clear menu makes a small team sound organized and keeps after-hours calls from going nowhere.
Allo and IVR
Allo includes an IVR you set up in a few clicks, with options that ring a team, a teammate, an external number or the AI receptionist.
Related terms
The terms that usually come up in the same conversation.
All glossary terms
Frequently asked questions
The terms overlap. An auto attendant is usually a simple menu that transfers calls. IVR covers that plus deeper self-service, such as reading account information or taking input from the caller.
As few as possible. Most guidance suggests four or five options at most per level, with the most common request first, so callers do not have to remember a long list.
An IVR where callers say what they need in their own words instead of pressing keys. Speech recognition and an AI model work out the intent and route the call.