Set up a Google Voice automated attendant

This feature is available with the Voice Standard and Premier subscriptions. Learn more

You can set up a menu in Google Voice to direct callers to the correct people or departments in your organization. This automated attendant (auto attendant) plays messages and lets callers choose options.

For example, you might set up a menu, such as, “For support, press one. For sales, press 2. To speak to an operator, press zero.”

Step 1, Create an auto attendant

From the main window, create or choose an existing auto attendant to modify.

1. Sign in to your Google Admin console.

   Sign in using your administrator account (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsGoogle WorkspaceGoogle Voice.
3. Click Auto attendants.
   The Admin console shows a list of the auto attendants in your organization.
4. At the top, click Create.
5. Enter a name for the auto attendant and, optionally, add a description.
6. Click Create.
7. Follow the steps below to set up the auto attendant.

Step 2, Add greetings

In the Initial greeting section, enter the first messages you want callers to hear.

1. Under Welcome message, click Add A Welcome Message or Add Another Welcome Message and choose an option:
   • Use text-to-speech (TTS)—Enter a welcome message and then click Default to choose the language, voice type, and message speed. Click OK.
   • Upload your own audio—Upload a recorded message, select the language, and change the recorded text, if needed. Click Save.
2. (Optional) To enter an announcement that users can’t skip, click Add A Special Announcement and choose an option.
   For example, you could add, "We're experiencing higher than normal call volumes."
3. Click Done.

Step 3, Set up call handling

In the Call handling section, choose the actions of the auto attendant after callers hear the greetings.

Play Menu Prompts

Create menu options for callers to choose from.

1. In the Add optional introduction field, enter a message that explains the menu and its options. 

   For example, "Please listen carefully and choose from the following menu options."

2. (Optional) To use a language other than U.S. English, click en‑US and choose a language from the list.
3. In the Add a prompt for the n key, enter a message that tells callers what the option is for. 

   For example, "For technical support, press one."

4. (Optional) To change the prompt number and key, click the Down arrow  and choose an available key.

5. Next to Select an action, click the Down arrow  and choose what happens after the key message plays:

Continue to a submenu	Direct callers to another menu. You also need to set up the submenu.
Repeat this menu	Play the introduction message again.
Play a message	Play a message you enter. You also need to choose what to do next: Repeat this menu—Play the introduction message again. Disconnect the caller—Disconnect the caller after playing the message.
Send to voicemail	Play a message you enter and then send the caller to voicemail. You can enter up to 10 email addresses to receive the voicemail.
Transfer the caller	In the Optional announcement field, enter a message to play to callers before they're transferred. For example, "Please hold while we transfer you to our sales department." (Optional) To use a language other than U.S. English, click en‑US and choose a language from the list. In the Transfer type field, click the Down arrow  and choose the type of transfer: User—Enter the email address of the person in your organization to transfer callers to. If you choose a user who doesn't have a phone number, you get an error message. Auto attendant—Click the Down arrow  and choose the auto attendant to transfer callers to. The auto attendant needs a phone number or you get an error. Phone number—Enter the phone number to transfer callers to. To use a phone number that's not in the U.S., click the Down arrow  and choose a country or region from the list.

6. (Optional) To add more menu options, click Add Option.
7. (Optional) To change the order of menu options, next to a key, drag Move  up or down in the order.
8. When you finish, click Done.

Transfer Caller

Set up where to transfer callers.

1. In the Optional announcement field, enter a message to play to callers before they're transferred.

   For example, "Please hold while we transfer you to our sales department."

2. (Optional) To use a language other than U.S. English, click en‑US and choose a language from the list.
3. In the Transfer type field, click the Down arrow  and choose the type of transfer:
   • User—Enter the email address of the person in your organization to transfer callers to. If you choose a user who doesn't have a phone number, you get an error message.
   • Auto attendant—Click the Down arrow  and choose the auto attendant to transfer callers to. The auto attendant needs a phone number or you get an error.
   • Phone number—Enter the phone number to transfer callers to. To use a phone number that's not in the U.S., click the Down arrow  and choose a country or region from the list.

Send to Voicemail

Set up voicemail for callers.

Play a message you enter and then send the caller to voicemail. You can enter up to 10 email addresses to receive the voicemail.

Voicemail recipients get an email with a transcript and MP3 file of the message.

Disconnect Caller

The auto attendant disconnects callers after they hear the greetings.

Step 4, Customize your working hours

For calls outside your working hours, the auto attendant can play an alternate greeting and handle calls differently. You can also specify options for holidays when you're closed.

Set open hours

1. On the left, click Edit Business Hours.
2. For Open hours, choose your organization's hours:
   • 24 hours per day—(Default) The auto attendant always uses the standard options you set up. The after-hours options aren't used.
   • Customized hours—Choose the working hours for your organization. Calls outside these hours hear the after-hours options.
3. When you finish setting the hours, click Done.

Set holiday closures

1. In the Holiday closures field, click Add  and choose the day when callers need to hear the after-hours message. 
2. (Optional) To add more dates, repeat step one.
3. When you’re finished, click Done.

Set after-hours action

1. In the After hours action field, enter the announcement callers hear when it's outside your working hours or during holiday closures.

   For example, "Our hours are 9 AM to 5 PM Eastern Time, please call back."

2. (Optional) To use a language other than U.S. English, click en‑US and choose a language from the list.
3. (Optional) To add another announcement in a different language, click Add .
4. Next to Select an action, click the Down arrow  and choose an action for after the announcement plays:

Disconnect the caller	The auto attendant disconnects callers after they hear the announcement.
Send to voicemail	Play a message you enter and then send the caller to voicemail. You can enter up to 10 email addresses to receive the voicemail.
Transfer the caller	In the Optional announcement field, enter a message to play to callers before they're transferred. For example, "Please hold while we transfer you to our sales department." (Optional) To use a language other than U.S. English, click en‑US and choose a language from the list. In the Transfer type field, click the Down arrow  and choose the type of transfer: User—Enter the email address of the person in your organization to transfer callers to. If you choose a user who doesn't have a phone number, you get an error message. Auto attendant—Click the Down arrow  and choose the auto attendant to transfer callers to. The auto attendant needs a phone number or you get an error. Phone number—Enter the phone number to transfer callers to. To use a phone number that's not in the U.S., click the Down arrow  and choose a country or region from the list.

5. When you finish, click Done.

Step 5, Test the auto attendant

After you create or modify an auto attendant, you can preview the changes before making it active.

1. At the bottom right, click Preview.
2. At the prompt, click Call.

   Google Voice opens in a new tab of your browser. In the right panel, you can view and hear a sample call to the auto-attendant number you set up. The right panel appears for one minute.

3. Choose an option:
   • To test the auto attendant, click Dial  and choose options.
   • To change the auto attendant, go back to the previous steps.

Step 6, Publish the auto attendant

After you test the auto attendant, publish it to replace the previous version of the auto attendant.

1. At the bottom right, click Publish.
2. If you get a message about any mistakes or missing information in the setup:
   1. Click Close.
   2. Fix the errors.
   3. Publish again.
3. At the confirmation, click Publish.

Step 7, Assign phone numbers

Note: To reach the auto attendant, you need to assign a Voice number to the attendant that's not already assigned to a user.

1. On the left, under Phone Numbers, click Assign a number and choose an option:
   • ​Assign a new number—To create a number
   • Take over a number—To repurpose one of your auto attendant numbers
   • Reassign an existing number—Go to Reassign a Voice number
2. In the Country/region field, click the Down arrow  and choose a country or region from the list.

   If you choose a location that isn't one of your Voice locations, you get an error message. For details, see Add Voice locations.

3. In the Service address field, enter the address for your organization.

   An available Voice number appears.

4. (Optional) To find a different number, click ChangeSelect next to a number in the list.
5. Click Assign.

As you enter information, the system saves your changes.