--- title: "Set up your Automated Response Menu (IVR) routing in Contact Center Pro" slug: "set-up-your-ivr-routing-in-contact-center-pro" tags: ["Area - Contact Center Pro", "Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Type - Commercial", "Type - Residential"] updated: 2026-03-27T19:09:26Z published: 2026-03-27T19:09:26Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Set up your Automated Response Menu (IVR) routing in Contact Center Pro ## Overview Setting up Automated Response Menu (IVR) routing offers your customers an automated menu for self-service assistance. Configure your workflow so callers can use key presses to reach specific queues. This saves your CSRs time and gives callers menu-driven control. Follow the steps in this guide to configure your IVR settings. --- ### #### Who uses this feature - Administrators - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager or Pro Account Manager to request a network. - The *Edit Routing Workflows* permission is required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - You create IVR rules while configuring the routing workflows for your contact center. To create or edit a routing workflow, go to **Settings > Routing Workflows**. For more, see [Set call routing workflows in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro). - You can save the routing workflow editor at any stage, even if the flow isn't complete. You can return later to complete your edits. ## Use cases - An IVR routes callers based on their needs, such as appointments or billing, ensuring they're connected to the right team. - If you operate multiple brands under a single organization, an IVR helps identify which brand the caller is trying to reach. This prevents confusion and preserves each brand's identity and customer experience. - When routing is properly configured, calls are directed straight to the correct agent or department. This reduces wait times and minimizes the need for transfers. ## Step 1: Add the IVR module to your workflow Add the IVR module to your [call routing workflow](/v1/docs/set-call-routing-rules-in-contact-center-pro) and configure basic settings: 1. In your routing workflow, click **Add**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-add-circle.png)****. ![In your routing workflow, click Add](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-rmhb54ml.png) 2. On the pop-up that opens, select **IVR**. ![On the pop-up, select IVR](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-gbi3a540.png) 3. (Optional) In the *IVR* flyout that opens, enter the **IVR Name** and configure the greeting audio for your IVR workflow: - Click **Upload File** to add a pre-recorded audio file. - Enter a text-based greeting in the **Greeting** field. ![Click Upload File to add a pre-recorded audio file](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-d2jei2zj.png) > [!NOTE] > **Note:** If you don't upload an audio file, you'll need to type a text-to-speech message for each key option. This is the message callers hear when they interact with the IVR menu. ## Step 2: Set up your menu structure Plan your IVR menu layout. Determine the number of key options—for example, 1 for appointments, 2 for billing inquiries, and so on. Add descriptive names for each option to support routing clarity in your workflow. ### Configure your main key inputs Each key input corresponds to a digit the caller presses to trigger a routing action. To add a key input: 1. In the *Key* section, click the **Key Input** dropdown and select a digit. 2. (Optional) Enter the **Option Name** for clarity in the routing workflow. This name is shown in your routing workflow. ![Configure your main key inputs](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-s573mdcn.png) 3. If you haven't uploaded an audio file, type the text-to-speech message that callers hear for this menu option. To add additional key options: 1. Click **Add Option**. 2. Select the **Key Input** digit. 3. (Optional) Enter an **Option Name** to help identify this route in the call flow. 4. If you haven't uploaded an audio file, type the text-to-speech message that callers hear for this menu option. ![Add another Key Input option](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-402qr664.png) > [!NOTE] > **Note:** You can add up to nine additional options. To remove a key option: 1. In the *Key* section for the option you want to remove, click **More**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png)****. 2. Click **Delete Option**. ![Delete a Key in IVR](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-sbv3ibx5.png) ### Configure the fallback for no or invalid input In the *No or incorrect input* section, select the number of times the IVR should repeat before routing to a final endpoint. ![In the No or incorrect input section, select the number of times the IVR should repeat](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-h14khhio.png) ### Review your menu structure After completing the automated response menu layout, click **Save** and review your routing workflow. ![Review your menu structure](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-nhfypuyw.png) ## Step 3: Assign keypress actions Define the routing action or destination triggered when the caller selects a specific option. For each key input: 1. Click **Add**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-add-circle.png)**** to add a routing module. ![Click Add to add a routing module](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-29zdzrw0.png) 2. Select the appropriate routing module for that option. ![Select Queue from the menu option](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-5pbv7v53.png) 3. Click **Add**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-add-circle.png)**** and assign a rollover routing module. When all actions are configured, click **Activate** to apply your changes and enable the routing workflow. ![click Activate to apply your changes and enable the routing workflow](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-your-automated-response-menu-ivr-routing-in-contact-center-pro-image-sgp9wtf3.png) ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Manage queues and agents through Call Center Monitoring](/v1/docs/manage-queues-and-agents-through-call-center-monitoring) - See [View and edit employee information through User Management](/v1/docs/view-and-edit-employee-information-through-user-management)