How to set up an auto-attendant (IVR) on OpenPhone

"Thanks for calling Acme Inc. For English press 1, for Spanish press 2."

That automated voice guiding you via menu options is called an auto-attendant. Many refer to it also as an IVR, virtual receptionist, automated attendant, phone menu, phone tree, etc.

You can add it to your OpenPhone number to route calls to your colleagues.

How to set up an auto-attendant on OpenPhone

1. Navigate to "Settings" and then "Phone Numbers" in your admin dashboard


2. Select the phone number you'd like to add a phone menu/auto-attendant to.


3. Scroll down to the "Phone Menu" section and toggle the switch to enable the phone menu options.


Under "Phone Menu", you'll see these options:

  1. Greeting Message — This is what callers hear when calling your phone number. If you need inspiration on what to include check out our auto-attendant scripts guide. 

  2. Menu Options — Set menu options for the keypad & voice commands.

You have 6 destination options here:

  • Forward to an OpenPhone number — Forward calls to another OpenPhone number in your organization; it can be either a direct number of one of your colleagues or a shared phone number belonging to a group of people.

If you want to get an additional OpenPhone number to direct callers to, add one here.

  • Forward to an outside phone number — Forward calls to any US or Canadian phone number.

  • Let the call through — Calls will come through to all members of the phone number. If you're the only person with access to the number, you'll receive calls. If you have a team sharing access to the number, everyone will receive calls.

⚡️ The following 3 options are available to customers on the Premium plan. Want to try them out? Change your plan here.

  • Send to a member of the phone number ⚡️ — If your colleague Ann is responsible for all billing questions, you can have the call go directly to her even if she doesn't have a dedicated OpenPhone number.

  • Send to voicemail ⚡️ — The callers will be able to listen to your voicemail and leave a message for you.

  • Play an audio ⚡️ — This is great if you want to have a dedicated option for letting callers know your business hours or business address/directions. You need to share information and that's it!

3. If no option is selected — Select what should happen when the caller stays on the line without selecting any option.

You've got 7 options here (premium plan is required to access these options when a caller doesn't select an option):

  • Repeat the menu options 

  • Forward to an OpenPhone number 

  • Forward to an outside phone number 

  • Let the call through 

  • Send to a member of the phone number 

  • Send to voicemail 

  • Play an audio phone menu destination options available in OpenPhone

When you're finished, click "Save" so that your phone menu settings are saved.

What's the pricing like for the auto-attendant?

Standard auto-attendant features are a part of the Standard plan. Premium auto-attendant features are a part of the Premium plan. We've tried to keep it simple. 😉

Auto-attendant FAQs

Is it possible to route menu options to external (non-OpenPhone) numbers?

Yes, it is!

Is it possible to have a phone menu option where the customer is directed to leaving a message?
Yes! It's called "Send to voicemail" and it's a part of our Premium plan.
Is it possible to have a menu option where the customer can listen to an audio recording?
Yep! It's called "Play an audio" and it's a part of our Premium plan.
How many extensions can we get on OpenPhone?
You can get up to 10 extensions for menu items 0 - 9. We don't support 2-digit and 3-digit extensions at this time (eg. ext 101).
Can I text an IVR phone number? Who'll receive that text?
Yes, you can! Everyone set as a member of the phone number will be able to get and receive messages coming into it.
Who'll be able to call out of the IVR phone number?
Everyone set as a member of the phone number will be able to make calls out of that number.
How do I remove the phone menu from my OpenPhone number?
You can delete it at any time by visiting your phone number settings. Scroll down and click into the "Phone Menu" section. Then click "delete" to remove your auto-attendant.
If you have any other questions, please submit a request here. We're happy to help!
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