How to set up a phone menu on OpenPhone

"Thanks for calling Acme Inc. For Sales press 1, for Support press 2."

This guide will show you how to set up a phone menu on OpenPhone and cover some frequently asked questions! The phone menu feature can be used by all of our Business and Scale plan users! If you’re a Starter user, learn how to upgrade here.

How to set up a phone menu on OpenPhone

Using the call flow builder, you can easily add a phone menu to your call routing. With any phone menu, you can adjust:

• the phone menu greeting (the message they hear when calling your phone number) 
• keypad options in your phone menu that a caller can select
• voice command options so a caller can choose a specific option by speaking

To add a phone menu block to your call flow:

1. Open the OpenPhone web or desktop app.
2. Click Settings from the left-hand menu. 
3. Under Workspace, select Phone numbers. 
4. Select the phone number you wish to add a phone menu to. 
5. Under Call flow, select the sample call flow canvas and select Edit call flow.

6. From there, you’ll be redirected to the call flow builder. Drag and drop the Phone menu step into the canvas. You can either have a phone menu after an Incoming call trigger or after a Business hours condition block (during or after hours).
7. Select the phone menu step and edit your custom menu greeting and menu options in the right panel of the builder.

8. Click Add greeting message to set a greeting message. You can set the greeting by uploading an audio file, recording yourself, or doing text to speech. If you need inspiration on what to include, check out our auto-attendant scripts guide!
9. Click Add keypad option to add up to 10 different options that callers can navigate by pressing a number on the keypad. To the right of each option, you can also enter a keyword so that callers can select an option based on that word.
10. Once you’ve chosen how many menu options you want, you can customize the path of each of these menu options. By default, the call flow builder will add a Ring users step after each menu option.

To edit these steps, select them and click Replace step in the right panel of the builder to choose a different call step. You can choose from these phone menu options:

• Voicemail — The callers will be able to listen to your voicemail and leave a message for you.
• Ring users — 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
• 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!
• Forward call — Forward calls to another OpenPhone number in your organization (to one person or group) or to any US or Canadian phone number.  
• Sona — Forward calls to an AI agent to prevent missed calls, answer common questions, and take messages for easier follow ups. Learn more about accessing Sona. 

By default, if a caller stays on a call without selecting a phone menu option, the call flow builder will default to a Voicemail step. Under No selection, you can set a destination when a caller stays on the call without selecting an option. You can change this destination by selecting the ellipses (three dots) menu on the top right-hand corner of the step.

1. Select the Voicemail step.
2. Click Replace step in the right panel of the builder to replace this option with another default option, including Ring users, Play audio, Forward call, Repeat the menu, and Sona.

You can add different phone menus during your business hours and after hours. Use two different phone menu steps to offer custom experiences to your callers.

Phone menu FAQs 

Is there an additional cost for OpenPhone's phone menu? Phone menu features are a part of our Business and Scale plans. 

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

Yes, it is!

Is there 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 Business and Scale plans.

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 Business and Scale plans.

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 (e.g., ext 101).

Can I text an phone menu phone number? Who'll receive that text?

Yes, you can! Everyone set as a member of the phone number will be able to receive messages coming into it.

Who'll be able to call out of the phone number?

Everyone set as a member of the phone number will be able to make calls from that number.

Does OpenPhone Support a multi-layered phone menu?

Yes, OpenPhone phone menu will trigger per phone number that they are routed to. 

If you have any other questions, please submit a request here. We're happy to help!