What is IVR and call routing?
An IVR (Interactive Voice Response) system is an automated phone menu that interacts with callers through voice prompts and keypad inputs. Callers can self-direct to the right department without needing a receptionist. Think of it as a digital phone tree:
“Press 1 for Sales, Press 2 for Support, Press 0 to talk to an agent.”
Aloware’s IVR is flexible enough for businesses of all sizes. Whether you're routing to a single agent, a department, or a multi-step menu, the system ensures calls are efficiently handled and not left unanswered.
Access line routing and IVR settings
To begin customizing your routing setup:
Navigate to the Lines tab in Aloware.
Choose the line you want to configure, click settings.
Navigate to Routing and IVR section.
This section controls how inbound calls on this specific line are handled—whether they go to a person, a team, or an automated menu.
Choose your routing strategy
In Aloware, you can route incoming calls in a few different ways depending on how your team operates.
Route to a ring group (best for departments)
If you have a department like Sales or Support with multiple agents, routing to a ring group makes the most sense. Calls will ring based on your queue settings, and if no one picks up, you can forward to voicemail or set fallback rules.
Route to a specific user (personal line)
For more direct handling, you can route calls to a specific user. This turns the line into their personal line, where they receive all inbound calls and SMS. You can also allow call waiting if they need to take new calls while already on the line.
Use an IVR Menu (automated call routing)
If you want to guide callers through menu options—like a typical “Press 1 for...” system—enable IVR. You’ll set up a menu and define what happens when a caller presses a key.
Use the "dead end" option
In cases where you don’t want calls to reach an agent at all, such as during SMS campaigns or automations, use the Dead End option. Calls won’t be routed but will still be marked as missed.
Route to AloAi Agent
You can also route calls to an AloAi Agent if you’re using AI for automated conversations.
Who should handle incoming messages?
In addition to call routing, Aloware also lets you decide how to handle incoming SMS or MMS messages.
You can use Default Routing, which follows the same routing logic as your call settings. This keeps everything consistent—calls and messages go to the same destination.
Alternatively, you can assign incoming messages to an AloAi Agent. This hands off the conversation to an AI assistant for automated replies, guided conversations, or basic issue handling.
These options help you streamline both live calls and message-based interactions under one routing configuration.
Additional IVR and routing settings
These settings help you fine-tune how your system handles edge cases like missed calls, surveys, and follow-ups.
CSAT Survey (Customer Satisfaction)
You can enable a CSAT survey after a call to collect caller feedback. This helps measure performance and service quality. The setting is managed in the Admin dashboard. Learn more about CSAT setup.
Aloware CSAT preamble message
Aloware CSAT prompt message
Aloware CSAT outro message
Configure missed call handling
When no one answers a call, you can define fallback behavior:
Voicemail – use Text-to-Speech or upload a recording. You can also require callers to press 1 to leave a voicemail.
Route to other line – Send the call to another Aloware line.
Forward externally – Route to a phone number outside Aloware (must match your account country).
Do nothing and hang up – ends the call without any action.
Voicemails are recorded in the communication page and sent to admins via email with transcripts.
Set up notifications and follow-ups
You can notify the contact owner, the last dialer, or both when a call is missed (1-minute delay).
Optionally, set up an automated SMS to follow up with the caller after a missed or abandoned call.
