An IVR (interactive voice response) is the "press 1 for bookings, press 2 for anything else" menu callers hear before ringing your team. This article shows you where IVRs live in Engage and how to think about them.
Where IVRs Live
Click the Settings cog in the icon rail, choose Calls, and open the IVR tab. Each menu you create can then be attached to a number’s routing.
Designing a Menu That Works
- Keep it to two or three options. Callers abandon long menus.
- Lead with the most common reason for calling — for most clinics, booking and rescheduling.
- Always provide a catch-all so nobody is stuck ("press 0 to speak to the team").
- Route each option to the right ring group — front desk, practitioners, or a voicemail box.
IVR and the Rest of Routing
The IVR sits in front of a number’s routing: opening hours still apply, and each menu option hands the caller to its own ring target and voicemail fallback — see our How to Set Up Call Routing for a Number article.
TIP: Call your own number after any menu change and walk each option — the Calls tab shows the path every test call took.
Related Articles
We suggest reading our How to Set Up the Calls Channel in Engage (Buy a Number) article if the Calls channel is not connected yet.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.