What Is IVR?
IVR (interactive voice response) is the automated phone menu that answers incoming calls and lets callers choose an option by pressing a key or speaking. It routes each caller to the right team, answers simple questions without an agent and collects details, such as an account number, before the call is connected.
How it works in Salesforce
An IVR is built as a call flow: a greeting, a menu, and branches for each option. When it's connected to Salesforce, the IVR can look up the caller and use their data to decide where the call goes, for example sending priority customers to a dedicated queue or open Cases to the agent who owns them.
Common IVR designs:
- Single-level menu: "Press 1 for sales, 2 for support."
- Multilevel menu: each option opens a second menu for more precise routing.
- Self-service: callers check an order status or confirm an appointment without an agent.
A good IVR stays short. Three or four options per level, with an easy way to reach a person, keeps callers from hanging up.
Example
A caller presses 2 for support. The IVR recognizes their number, finds an open Case in Salesforce and routes the call to the agent who owns that Case, with the record already on screen.
How 360 CTI handles it
360 CTI supports multilevel IVR and IVR call deflection, and can hand calls to AI voice agents or human agents based on Salesforce data. See AI Call Routing.
Related questions
Follow-up questions
What does IVR stand for?
Interactive voice response.
What's the difference between IVR and an AI voice agent?
An IVR follows a fixed menu. An AI voice agent holds a natural conversation and can handle requests the menu doesn't cover.
How many options should an IVR menu have?
Three or four per level is a good limit. Longer menus increase hang-ups.
See how 360 CTI handles this in your Salesforce org.