IVR Flow Templates and Script Examples

The 13 templates at a glance

Template	Steps used	Who it is for
Department menu (Sales / Support / Billing)	Start, Menu, Transfer (x3)	Businesses with separate sales, support and accounts teams
Menu: Sales or Support	Start, Menu, Transfer (x2)	Small businesses with two teams, or one team and an owner
Language selection	Start, Menu, Say (x2)	Lines that serve English and Hindi speakers; extend each branch with its own menu
Feedback survey (rate 1 to 5)	Start, Say, Menu, Say, Hangup	CSAT after a visit, delivery or support call; add an Ask step for "tell us why"
COD confirmation (Hindi)	Start, Config (Hindi), Say, Menu, Order Action (x2), Say, Hangup	Online stores using COD Order Calls automations
COD confirmation (English)	Start, Config (English), Say, Menu, Order Action (x2), Say, Hangup	Online stores whose customers prefer English
Order confirmation (API + HTTP)	Start, Play, Menu, HTTP Request (x2), Transfer, Say (x2), Hangup	Any business with its own order or booking system
Greeting, then voicemail	Start, Say, Voicemail	Small teams, after-hours lines, numbers nobody answers live
Greeting, then forward	Start, Say, Transfer	Sole traders and shops that want a business number ringing a personal phone
Play a greeting and hang up	Start, Say, Hangup	Out-of-hours announcements, closed offices, information lines
AI voice assistant	Start, Say, AI Voice Agent	Teams that run their own AI voice bot and want it on a phone number
AI assistant, with a human option	Start, Menu, AI Voice Agent, Transfer	Support lines adding AI without taking away the human route
Reject all calls (out of service)	Start, Reject	Retired campaign numbers, or blocking every caller on a number for now

Templates with script examples

Department menu (Sales / Support / Billing)

A three-way keypad menu that forwards each department to its own number. The classic business IVR.

Thanks for calling. For sales, press 1. For support, press 2. For billing, press 3.

• Steps: Start, Menu, Transfer (x3)
• Who it is for: Businesses with separate sales, support and accounts teams
• Before publishing: Enter a phone number in each of the three Transfer steps.

Menu: Sales or Support

Greets the caller with a two-option keypad menu and forwards each choice to a number you pick.

Welcome. For sales, press 1. For support, press 2.

• Steps: Start, Menu, Transfer (x2)
• Who it is for: Small businesses with two teams, or one team and an owner
• Before publishing: Enter the phone number in each Transfer step.

Language selection

Lets callers pick English or Hindi, then greets them in the language they chose.

For English, press 1. Hindi ke liye, do dabaiye.

• Steps: Start, Menu, Say (x2)
• Who it is for: Lines that serve English and Hindi speakers; extend each branch with its own menu
• Before publishing: Add the rest of each branch, for example a menu in each language.

Feedback survey (rate 1 to 5)

Asks callers to rate their experience from 1 to 5 on the keypad, thanks them and hangs up. Ratings show in call history.

We'd love your feedback. Please rate your experience from 1 to 5. Press a number from 1 to 5.

• Steps: Start, Say, Menu, Say, Hangup
• Who it is for: CSAT after a visit, delivery or support call; add an Ask step for "tell us why"
• Before publishing: Nothing required. Add an HTTP Request step to post each rating to your system.

COD confirmation (Hindi)

Calls a cash-on-delivery customer in Hindi with their order and amount. Press 1 confirms and 2 cancels the order on your store.

नमस्ते {{var.customer_name}} जी, {{var.store_name}} से आपका ऑर्डर {{var.order_name}}, {{var.cod_amount_hindi}} रुपये, कैश ऑन डिलीवरी पर है। ऑर्डर कन्फ़र्म करने के लिए 1 दबाइए। कैंसल करने के लिए 2 दबाइए।

• Steps: Start, Config (Hindi), Say, Menu, Order Action (x2), Say, Hangup
• Who it is for: Online stores using COD Order Calls automations
• Before publishing: Runs on calls placed by a COD Order Calls automation, which supplies the order details. Use {{var.cod_amount_hindi}} for the amount so it is spoken in Hindi words; the voice misreads digits inside a Hindi sentence.

COD confirmation (English)

The same cash-on-delivery confirmation in English: press 1 to confirm, 2 to cancel, with the result written back to the store.

Hello {{var.customer_name}}, this is {{var.store_name}} calling about your order {{var.order_name}} of ₹{{var.cod_amount}}, cash on delivery. To confirm your order, press 1. To cancel it, press 2.

• Steps: Start, Config (English), Say, Menu, Order Action (x2), Say, Hangup
• Who it is for: Online stores whose customers prefer English
• Before publishing: Runs on calls placed by a COD Order Calls automation.

Order confirmation (API + HTTP)

Started from your system with the outbound IVR API. The customer presses 1 to confirm or 2 to cancel, each calling your API, or 3 to reach an agent.

To confirm order {{var.order_id}}, press 1. To cancel, press 2. To speak to an agent, press 3.

• Steps: Start, Play, Menu, HTTP Request (x2), Transfer, Say (x2), Hangup
• Who it is for: Any business with its own order or booking system
• Before publishing: Upload the Play audio, point both HTTP Request steps at your API, enter the agent's number, then start calls with POST /v1/ivr/calls and an order_id variable.

Greeting, then voicemail

Plays a short greeting and lets the caller leave a recorded message you listen to later in the call log.

Thanks for calling. Please leave a message after the tone and we'll get back to you.

• Steps: Start, Say, Voicemail
• Who it is for: Small teams, after-hours lines, numbers nobody answers live
• Before publishing: Nothing required. Add an Email step before Voicemail for an email alert.

Greeting, then forward

Plays a short hold message, then forwards the call to your mobile or another number.

Please hold while we connect your call.

• Steps: Start, Say, Transfer
• Who it is for: Sole traders and shops that want a business number ringing a personal phone
• Before publishing: Enter the number to forward to in the Transfer step.

Play a greeting and hang up

Answers the call, speaks a message and hangs up. The simplest flow.

Thank you for calling. We are unable to take your call right now. Please try again during business hours.

• Steps: Start, Say, Hangup
• Who it is for: Out-of-hours announcements, closed offices, information lines
• Before publishing: Nothing required.

AI voice assistant

Answers with your own AI voice bot: the caller talks to the bot over a two-way audio stream.

Hi! You're through to our virtual assistant. How can I help?

• Steps: Start, Say, AI Voice Agent
• Who it is for: Teams that run their own AI voice bot and want it on a phone number
• Before publishing: Paste your bot's WebSocket URL (wss://) in the AI Voice Agent step.

AI assistant, with a human option

Offers callers a choice: talk to your AI assistant, or press 0 to reach a person.

For our virtual assistant, press 1. To speak with a person, press 0.

• Steps: Start, Menu, AI Voice Agent, Transfer
• Who it is for: Support lines adding AI without taking away the human route
• Before publishing: Set the bot URL and the Transfer phone number.

Reject all calls (out of service)

Declines every call before it connects, with the reason "This number is not in service."

None: the call is declined before it is answered.

• Steps: Start, Reject
• Who it is for: Retired campaign numbers, or blocking every caller on a number for now
• Before publishing: Nothing required. Choose declined, busy or unavailable in the Reject step.

Writing a good IVR script

• Lead with the action, then the key: "For sales, press 1" is easier to follow than "Press 1 for sales" in a long menu.
• Keep menus to three or four options. Put the most common reason for calling first.
• Always plan the timeout. Decide what happens when nobody presses anything: repeat, transfer to reception or voicemail.
• Offer a person. A press 0 option, as in the AI with a human option template, keeps callers from hanging up.
• Spell numbers the way you want them spoken. In Hindi flows, pass amounts in words; COD templates can use {{var.cod_amount_hindi}}.
• Preview every prompt in the builder before you test call, and listen for names and places the voice may mispronounce.