Interactive Voice Response (IVR)
Also known as: IVR, phone menu, auto attendant
An IVR is an automated phone menu that greets callers and routes them based on their keypad or voice input, such as "press 1 for sales, press 2 for support."
Interactive voice response (IVR) is the automated menu a caller hears when they dial in. It collects a digit or spoken response and sends the call to the right destination: a department, a location, a queue, or a specific person. A well-built IVR shortens hold times and makes sure callers reach someone who can actually help.
In a call tracking context, the IVR is paired with attribution: you still know which campaign produced the call, and the menu decides where it lands. That keeps both the marketing data and the routing logic intact. For simpler setups, see call routing and call whisper.
Frequently asked questions
Does an IVR hurt conversion?
A long or confusing menu can frustrate high-intent callers, so the rule is to keep options few and route as fast as possible. For simple needs, time-of-day rules or a call whisper plus direct call routing often convert better than a multi-level menu.
Can you still track marketing source through an IVR?
Yes. The IVR decides where a call lands, but attribution is tied to the tracking number the caller dialed, so you still know which campaign produced the call regardless of which menu option they choose.
What is an example of interactive voice response?
The classic is 'Press 1 for sales, press 2 for support, press 3 for hours and location.' More advanced menus accept spoken input, look up the caller, or route by language — but in a tracking setup the campaign that drove the call is known no matter which option the caller picks.
Related terms
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