IVR stands for interactive voice response. It is the menu a caller hears when they call a business: "Press 1 for sales, press 2 for support."
How it works on WhatsApp calls
With WhatsApp Business Calling, customers can call your business number from the chat. An IVR greets them, offers options and routes the call to the right team or queue.
Typical features
- Keypad menus with several levels.
- Different menus for business hours and after hours.
- Queues and ring groups.
- Voicemail or a callback request.
IVR and voice AI
A voice AI agent can sit behind or instead of a keypad menu. Callers say what they need in their own words, and the agent answers or routes the call. Many businesses use a short keypad menu first and send one option to the AI.
Keep it short
Long menus frustrate callers. Two or three options per level, with a way to reach a person, works best.