AI-powered IVR: build smart call menus that route themselves
Aircall's interactive voice response (IVR) system routes every caller to the right team without human intervention. Build multi-level call menus in a visual editor, pair IVR with an AI Voice Agent, and connect natively to your CRM.
TRUSTED BY 22,000+ COMPANIES
Connect customers with the most relevant agent
Design IVRs on a visual canvas. Deliver first-touchpoint resolutions by automatically routing inbound callers to the most relevant teams and agents.
Multi-level IVR system
With Smartflows Call Routing, IVRs can be embedded within IVRs to further specify a customer’s reason for calling. IVRs can also be customised based on the time of the day, helping teams streamline calls based on peak hours and downtime.
Dynamic visual editor
Build your IVRs on a visual canvas and simply click to implement them. If there’s an error with your setup, the tool will automatically let you know, ensuring your customers have a seamless calling experience.
Music and audio messages
Add a message or waiting music when configuring an IVR. Choose from a curated selection of music, write a text-to-speech audio message, or upload your own custom audio files.
When IVR meets conversational AI
Traditional IVR handles structured menus. Aircall's AI Voice Agent handles the rest. The AI Voice Agent sits inside the same Smartflow as your IVR. It answers calls using natural speech, pulls answers from your knowledge base, collects caller information, and transfers to a live person when needed. Supports English, Spanish, French, German, Dutch, Italian, and Portuguese.
First responder
AI Agent picks up every call, qualifies the inquiry, and routes to the right team. Your reps only handle calls that need their attention.
Overflow
When your team is on other calls, the AI Voice Agent steps in to prevent missed calls and abandoned queues.
After-hours coverage
Callers outside business hours get a live AI conversation instead of a voicemail box.
Features
Visual drag-and-drop editor
Build your entire IVR inside Smartflows, Aircall's visual call flow editor. Drag and drop widgets to create menus, set routing rules, and publish, all without code or IT involvement.
Multi-level menus
Nest IVR menus as deep as your business needs. A first level separates Sales from Support. A second level splits Billing from Technical. Each level uses single-digit keypad input for fast navigation.
Built-in text-to-speech
Type your greeting and Aircall generates the audio. No need to record files or hire voice talent. You can also upload MP3/WAV files or record directly in the platform.
Multi-level IVR system
With Smartflows Call Routing, IVRs can be embedded within IVRs to further specify a customer’s reason for calling. IVRs can also be customised based on the time of the day, helping teams streamline calls based on peak hours and downtime.
Time-based routing rules
Route calls differently based on business hours, holidays, or custom schedules. After-hours callers go to voicemail or an AI Voice Agent instead of ringing an empty queue.
Callback requests
Callers press the star key at any point in the flow to request a callback instead of waiting on hold. Reduces abandoned calls and keeps your queue manageable.
Your CRM and helpdesk, built into every call
Shared customer context
Aircall's Insight Cards display the caller's CRM record, recent interactions, and account details before your rep picks up. No more "Can you give me your account number?"
IVR selections logged automatically
The menu option a caller selects is captured in the ivr_options_selected field and pushed to your CRM via webhooks. Your team knows why someone is calling before they say a word.
API-based intelligent routing
On Professional and Custom plans, the Ring to via API widget queries your CRM in real time. Route VIP customers to a priority queue based on their account segment.
Hear it directly from our customers!
Thousands of companies trust Aircall's advanced IVR capabilities to optimise the efficiency of their teams.
Aron Lewin, Head of Traveller Direct at Jayride
"Because it’s such an intuitive platform, it’s much easier to make changes on the fly. Creating selections on the IVR, adding users, activating numbers, onboarding people…that stuff has made it easy to manage the whole system."
Build your first IVR system with Smartflows Call Routing
Already using Aircall? Getting started with call routing is simple. Here’s exactly how to do it.
Use these features alongside IVR...
Connected to your Business Tools
Frequently asked questions
An IVR (interactive voice response) system is an automated phone menu that greets callers and lets them navigate options using their keypad. The system routes each call to the right department or person based on the caller's selection. With Aircall, IVR is built into Smartflows, a visual editor where you can create multi-level menus, set business hours, and connect to your CRM without any coding.
The best IVR system for small business is one that sets up quickly, does not require IT support, integrates with your existing CRM and helpdesk, and scales as your team grows. Aircall's IVR includes a visual drag-and-drop editor, text-to-speech greetings, native integrations with Salesforce, HubSpot, and Zendesk, and an AI Voice Agent that can handle calls when your team is unavailable. IVR is available on every Aircall plan.
IVR uses structured menus where callers press keypad numbers to navigate options. An AI Voice Agent uses conversational AI to understand natural speech, answer questions from a knowledge base, and collect information without keypad input. Aircall offers both, and you can combine them in the same call flow.
Yes. Each phone number in your Aircall account can have its own Smartflow with a unique IVR configuration. Your sales line, support line, and regional numbers can each run independent call flows with different menus, routing rules, and business hours.
Yes. Aircall's IVR integrates natively with Salesforce, HubSpot, Zendesk, and 250+ other apps. IVR selections are logged through webhooks and the Aircall API, so every call carries context into your CRM. On Professional plans, you can also use API-based routing to make real-time routing decisions based on CRM data.
Aircall's Smartflows supports multi-level IVR menus with no documented maximum depth. You can nest Keypad/IVR widgets to create as many sub-menus as your business requires. Each level uses single-digit input (Press 1, Press 2, etc.) for fast caller navigation.
Yes. Aircall includes built-in text-to-speech for IVR prompts, voicemail greetings, and audio messages throughout your call flow. Type your greeting text and Aircall generates the audio. You can also upload pre-recorded MP3 or WAV files, or record directly inside the platform.
IVR is included on Essentials, Professional, and Custom plans. Advanced features like API-based routing (the Ring to via API widget) are available on Professional and Custom plans. The AI Voice Agent is available to all customers with 50 free minutes per month and usage-based billing after that.