Using a Menu step in the Call Flow Builder, you can prompt your callers to press a number on their keypad to route to a specific person, department, or team. For example, with the Menu Step, you can direct callers to "press 1 for sales, 2 for support, or 3 for billing."

Often known as an IVR or a phone tree, your callers are forwarded to the appropriate departments or agents based on their selection at the prompt. The prompt can be read in a robot-like voice using CallRail’s Call Flow Builder, or you can upload your own recording to inform callers how to navigate your menu.

Use this article to learn how to:

  • Add a Menu step to a call flow
  • Assign your call flow to your tracking numbers

Getting Started

Once your call flow is set up, you’ll assign it to the appropriate tracking numbers. You can assign the same call flow to multiple tracking numbers.

We recommend placing a few test calls from a telephone number that’s not included within your call flow to ensure your calls are routing as expected once your call flow is assigned to a tracking number.

Create a Menu Step

Call flows are company-specific in your account. Follow the instructions below to create a call flow with a Menu step in the company of your choice.

  1. Choose the company where you’d like to use a Menu step.


  2. Click Numbers at the top of the page.


  3. Select your Call Flows from the left menu.


  4. Create a new call flow by clicking + Create New Call Flow. You can also click the pencil icon to Edit an existing call flow.


  5. Name your call flow at the top of the page.

  6. Choose your call recording preference. Slide the toggle to ON to record all calls to this call flow. Keep the toggle OFF if you don’t want calls to this flow recorded.


  7. Select Menu from the list of available steps.


  8. Click Read Message and type in the message you'd like CallRail to read to the caller in a female voice. The greeting language will default to the country selected at the top of the call flow. This can be changed in the drop-down above your message.

     Alternatively, click Play Recording to upload a recording from your computer you'd like to use.


  9. Enter destinations or departments for your business and choose the correlating keypad number for each destination. For example, "if the caller presses 1, forward to Sales." The text you enter in these fields won't be read to the caller. The caller only hears the message or recording you choose at the beginning of the menu.


  10. Select your first menu option and choose a secondary step below the Menu to indicate where calls should forward if the caller presses 1.


  11. Return to your Menu step. Select your second menu option and choose another secondary step below the Menu to indicate where calls should forward if the caller presses 2. Repeat this step until each menu option has a destination to forward to.


  12. Continue configuring your call flow to your personal preference. Then, click Save at the top of the page to save your call flow.


  1. Assigning Your Call Flow

    Once you’ve created your call flow, you’ll assign it to your tracking numbers. Since your call flows can be shared, you’re able to assign a single call flow to multiple tracking numbers within the same company in your account. When you assign a call flow to a tracking number, your call routing updates immediately.

    Call Flows can only route to a destination number in the country selected at the top of the call flow, or a US/Canada number.

    1. Choose the company whose call flow you’d like to assign to a tracking number.


    2. Click Numbers at the top of the page.


    3. Select your Active Numbers from the left menu.


    4. Choose the call flow you’d like to assign to a tracking number in the Destination column. Select the call flow from the drop down that you’d like to assign to that destination number.


    5. Click Save and update call flow on the prompt.


Video Tutorial

Use this video tutorial as a guide to creating a Menu step.

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