IVR

AI IVR system for your SIP calls phone menus, call routing and voice agents

Build IVR call flows in MonoChat: greet callers, offer a keypad or spoken menu, route by business hours and intent, and hand over to a queue or an AI voice agent. Every call lands in the same inbox as your chats.

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  • Keypad & spoken menus
  • Business-hours routing
  • Queues & ring groups
  • AI voice agent
Nova Motors · AI IVR Call transcript

Welcome to Nova Motors. In a few words, how can we help you today?

00:02

I need to book a service for my car.

00:06

Got it, a service booking. Would you like an appointment this week?

00:10

Yes, as soon as possible.

00:14

Routed to Service

Intent: service booking

Queue: Service desk · Summary attached

Thank you. I am connecting you to our service desk now.

00:17

What it is

What is an IVR system?

IVR (interactive voice response) answers incoming calls automatically and guides callers to the right place, by key presses or spoken answers. In MonoChat the IVR is part of your SIP call flow: menus, schedules, queues and AI work together, and every call is logged next to the customer’s chats.

  • Classic menus: “press 1 for sales, 2 for service”
  • AI menus: callers say what they need in their own words
  • Static menus, or dynamic ones based on caller data
  • Fallback to a person whenever the menu cannot help
Compare with an AI receptionist Call recording & transcripts
Nova Motors · IVR menu Call transcript

Welcome to Nova Motors. For sales, press 1. For service, press 2. To speak to an operator, press 0.

00:02

1 · Sales2 · Service0 · Operator

Key 2 pressed

00:07

Thank you. Connecting you to the service desk.

00:08

What you can build

IVR features for modern call flows

Everything a phone menu needs, plus AI and the workflows behind each call.

Example: after hours

Keep after-hours calls from getting lost

Outside business hours the IVR switches to your after-hours flow. An AI voice agent takes the request and creates a callback ticket, and your team picks it up in the morning with the summary.

  • Separate flows for open and closed hours
  • AI voice agent collects the request
  • Ticket created and confirmation sent by SMS
Explore workflow automation Two-way SMS
Nova Clinic · After-hours IVR Call transcript

Thank you for calling Nova Clinic. We are closed right now. Please tell me briefly how we can help.

00:02

I would like to get the results of my blood test.

00:08

I can arrange a callback from our team. Is this number the best way to reach you?

00:13

Yes, it is.

00:17

Callback ticket created

Test results · Morning team

Confirmation sent by SMS

Done. Our team will call you back tomorrow morning.

00:20

How to build an IVR in MonoChat

Four steps from your SIP trunk to a live call flow.

  1. Connect your SIP trunk

    Add your SIP provider, map inbound numbers (DIDs) and set the outbound caller ID.

  2. Design the menu

    Write the greeting, add keypad or spoken options and decide where each option leads.

  3. Set schedules and fallbacks

    Define business hours, queues and ring groups, and what happens when nobody is available.

  4. Add AI and go live

    Place an AI voice agent where callers need it, switch the flow on and use transcripts to improve it.

IVR use cases by industry

Call flows built around the calls each sector receives.

FAQ

IVR FAQ

What an IVR is, how it routes calls and how AI changes the phone menu.

What is IVR?

IVR (interactive voice response) is technology that answers phone calls automatically and lets callers choose where to go by pressing keys or speaking. It greets callers, offers options and routes the call to the right team, queue or self-service step.

What is the difference between a traditional IVR and an AI IVR?

A traditional IVR reads a fixed menu and waits for key presses. An AI IVR understands what callers say in their own words, so they can skip the menu and reach the right place faster. In MonoChat you can use either one, or combine them in the same call flow.

Can I route calls by business hours?

Yes. With business hours and schedules, calls follow one flow while you are open and another after closing, for example to an after-hours AI voice agent, a callback request or a different team.

Do I need new hardware or a new phone system for an IVR?

No. MonoChat is cloud software that connects to your SIP trunk or provider. You map your inbound numbers to the IVR in MonoChat, and your agents handle calls and chats from the same workspace.

Can the IVR connect to my CRM?

Yes. Through workflow automation and AI function tools, call flows can identify callers, load customer data, create leads or tickets and send follow-up messages on WhatsApp or SMS after the call.

Are IVR calls recorded and transcribed?

Calls can be transcribed, summarized and stored with the conversation, depending on your configuration and recording policies. Where the law requires it, tell callers that the call is recorded before recording starts.

Keep exploring

First month of Growth on us

Build your IVR with MonoChat

Connect your SIP trunk, design the menu and route every call to the right person, or to an AI voice agent that handles it.

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