MessageBird IVR review

Read our review of MessageBird's Interactive Voice Response (IVR) feature for call center software, with a focus on its ease of use, pricing, and customization options.

MessageBird IVR review
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Interactive Voice Response (IVR) is a popular feature found in call center software that allows customer support agents to organize calls according to various conditions. IVR can be used to create "trees" that route callers to the appropriate department based on the…

Starting from:
$ 30   per month
Equal to LiveAgent's Large plan Liveagent pricing
Free trial: Yes
Free version: Yes

Jana Kostelanska

Editor's rating

Jana Kostelanska
Overall rating
User experience

Key takeaways


  • Easy to set up and user-friendly
  • Affordable
  • Supports elaborate IVR setups


MessageBird’s Flow Builder is a great option for those looking to set up a simple IVR menu. The UI is intuitive and easy to navigate, so you don’t have to worry about getting overwhelmed or lost in heaps of code. MessageBird provides you with a quick tutorial upon the first interaction with its Flow Building feature. It’s a great way for even the not-so-tech-savvy users to easily set up their own flows. The only issue I have found is the lack of customization when it comes to IVR messages. However, I don’t think this is something that should discourage users from choosing MessageBird’s IVR software.

Getting started with the MessageBird IVR feature

Signing up for a trial version of MessageBird is quite simple. After you fill out your details and add the number of your agents, you are greeted with a clean-looking dashboard that doesn’t seem overwhelming for a first-time user.

MessageBird welcome dashboard

Although you will not find the IVR functionality right away, this setup still makes it easy to find your way through the dashboard. To configure the IVR function, you can access it either straight from the dashboard or the left-side menu under Flow Builder.

MessageBird IVR functionalities

Next, click on Templates. There you will find quite a large selection of flow-building and automation options. To proceed with the setup, click on the Easy phone menu (IVR).

What I found very helpful is a tutorial MessageBird offers you once you access the IVR configuration. This tutorial guides you through four simple steps on how to create flows in an omnichannel environment, phone calls, etc. You can choose to either complete this tutorial or skip it if you wish.

MessageBird IVR building tutorial

The first thing you need is to buy a phone number. You can do this directly from the Flow Builder by clicking on a pop-up window.

Once you have the phone number ready, you can start configuring your call trees. Continue by clicking on the Say button, you’re able to create your message and configure variables like language, voice, and others.

Unfortunately, you are not able to add an audio file with your message, so you’re constricted to the text-to-speech option. You have multiple language options to choose from, including different English accents. You also don’t get many voice options, so you can choose between a male and a female voice.

MessageBird IVR configuration options

Once you’ve set up the message, you can move on to creating your branches. You can create multiple branching options with separate messages and triggers. Although you can quickly configure a very simple IVR Menu, MessageBird allows you to create quite an elaborate IVR setup. After adding your primary IVR options, you can create further branches and configure other actions, or you can close the branch.

This menu allows you to configure a simple IVR setup that lets your customers contact your business quickly and without a fuss. However, if you require a more elaborate setup, you can achieve that too with many branching options and additional settings.

How does the IVR perform?

The whole Flow Builder function works great and without issues. The setup is quite intuitive thanks to the GUI and the tutorial at the beginning. The IVR unfortunately doesn’t allow for custom audio media files but if that is not an issue for you, the text-to-speech functionality works without hiccups. The IVR performance itself is great, and if you’re searching for something simple and easy to use, it should meet all your expectations. However, if you’re struggling to understand branching, variables, or anything else regarding the IVR configuration, MessageBird provides an easy-to-follow tutorial in their Support center.


You can use MessageBird’s flow-building capabilities for free if you don’t need more than 2 seats and are willing to purchase a phone number. If you want to expand your operations, you can upgrade to the 30$ per month option that allows 3-10 seats.


This is a great option mostly for smaller contact centers. MessageBird provides you with many capabilities, a simple IVR setup, and multi-level IVR options at a reasonable price. The whole UI is intuitive and easy to navigate. Even though it is not as customizable as one might wish, MessageBird will not disappoint if you’re looking for a simple and affordable solution.

Common issues and problems

I don’t know how to purchase a phone number

To use MessageBird’s IVR functionality, you need to purchase a phone number. To do so, sign in to your account and click on the Numbers icon in the dashboard. On the next page, you need to fill out the necessary information, and click on the Buy button. After that, check the order summary, and confirm your purchase. After you pay for the number, you can add it to your account.

My IVR is not working

You should double-check the flow design of your IVR and fix any errors you find. For more assistance with your IVR, you may wish to consult Messagebirds’s help section or contact customer service.

Product reviews

Interactive Voice Response allows callers to navigate through a phone system before talking to a customer support representative. Via IVR you can play custom recordings to your customers, gather information during the interaction, and execute appropriate actions, such as routing the caller to the correct agent/department or issuing a callback.

IVR (Interactive Voice Response)

The Interactive Voice Response (IVR) system enables callers to navigate a phone system before speaking to a customer support representative, play custom recordings, and execute actions like routing the caller to the correct agent or department. It can be set up separately for each number through a YAML script in LiveAgent and involves 3 mandatory sections: online, queue, and offline. IVR examples are available, and all recordings needed have to be added to LiveAgent accounts. Other features offered by LiveAgent include integrated customer support through various channels and safety measures like SSL.

We've prepared for you several IVR examples covering standard IVR trees.

IVR examples

The given text demonstrates examples of IVR (Interactive Voice Response) scripts, including basic, advanced, and dynamic IVR, as well as DTMF input. It covers different scenarios such as voicemail, offline, and queue, and provides tips and tricks for setting up an IVR system.

Take a look at the LiveAgent IVR review in this article and find out how we rate its performance on a daily basis.

LiveAgent IVR review

Twilio, Aircall, Zendesk, and Bitrix24 all offer Interactive Voice Response (IVR) solutions for call center software. Twilio's IVR is professional, reliable, and easy to implement, but may be too complex for those seeking simplicity. Aircall's IVR is user-friendly with great customization options, although creating multi-level IVRs can be challenging. Zendesk's IVR is well-designed and performs well but lacks visual planning assistance and is expensive. Bitrix24's IVR is easy to create, offers advanced options, and has fair pricing options but does not operate on a pay-as-you-go basis. Additionally, LiveAgent is a helpful tool for businesses seeking assistance with their customer support needs.

Find the right IVR Software for your business based on reviews of their key features, performance, price, limitations and overall performance.

IVR software

Interactive voice response (IVR) software offers various features such as call routing, integration with other systems, robust reporting and analytics, automated call handling, self-service options, and speech recognition. This technology provides numerous benefits to businesses such as improved customer experience, increased efficiency, reduced wait times, and cost savings. However, it also has some potential disadvantages to consider, including limited functionality, poor customer experience, limited flexibility, high cost, and dependence on technology. There are different types of IVR software available, and businesses need to carefully choose the one that best fits their needs based on factors such as specific requirements, scalability, reliability, support, and cost.

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