Setting up a multi-level IVR (nested menus)

A multi-level IVR lets you nest menus — for example, press 1 for Sales, then press 1 for New Enquiry or 2 for Existing Order. This guide covers how to structure these flows without making them confusing for callers.

Design before you build

Map the entire call tree on paper or in a tool like Miro before touching the IVR Builder. A typical 2-level IVR for SparkTG products looks like: Main Menu (Sales / Support / Billing) → each branch has its own sub-menu of 2–3 options.

Building nested menus in SparkTG

1. 1

   Create the sub-menu as a separate flow first

   Build each sub-menu (e.g., "Sales Sub-Menu") as its own IVR flow. This keeps each flow manageable and testable independently.

2. 2

   In the main flow, use a Transfer to Flow node

   After the Sales keypress branch, instead of a Dial node, use Transfer to IVR Flow and select your "Sales Sub-Menu" flow. The caller seamlessly enters the sub-menu.

3. 3

   Always add a Back to Main Menu option

   In each sub-menu, include a keypress (usually 0 or 9) that Transfers back to the Main Menu flow. Callers who end up in the wrong sub-menu need an escape.

4. 4

   Add business hours logic at the top level

   Use a Time Condition node as the very first node in your Main Menu flow. Set office hours (e.g., Mon–Sat 9am–7pm IST). During-hours path continues to the menu; after-hours path goes directly to voicemail or an after-hours message.

Language selection example

For a bilingual IVR (English/Hindi): create two separate versions of your full IVR tree — one in English, one in Hindi. At the very top, add a Language Selection flow: "For English press 1, Hindi ke liye 2 dabayen." Keypress 1 → Transfer to English Main Menu; Keypress 2 → Transfer to Hindi Main Menu.