Google Voice Auto Attendant: What It Is and How It Works

Google Voice is a popular choice among small businesses looking for a straightforward way to manage business calls. As part of Google Workspace, it includes an auto attendant feature that helps automate call handling with minimal configuration. 

In this post, we’ll explore what Google Voice auto attendant is, how it works, whether it’s free, and the limitations you should be aware of before using it. 

What is Google Voice? 

Google Voice is an online phone service launched by Google in 2009. It began as a free tool for personal use and later expanded into a paid phone solution for businesses. Today, it operates as part of Google Workspace, Google’s cloud-based productivity suite. 

Technically, Google Voice functions as a VoIP phone service, meaning it uses the internet to make and receive calls. It also supports texting, allowing users to place calls and send messages from the same app.

What is a Google Voice Auto Attendant and How Does It Work? 

The Google Voice auto attendant is a built-in feature that acts as an automated receptionist for your phone system. It answers incoming calls and welcomes callers by playing a customized greeting. 

After the welcome message, the Google auto attendant guides callers through a menu of options. Based on the caller’s selection, the system can route the call to submenus, individual users, ring groups, external phone numbers, or voicemail. 

The auto attendant also adapts to your schedule. For after-hours calls, it can play an alternate greeting and follow separate routing rules. You can also set up special call flows for holidays or days when your business is closed, ensuring callers always receive the right information. 

Google Voice Auto Attendant Costs and Plan Options 

Many businesses assume they can get a free Google Voice auto attendant, but this is a common misconception. The confusion usually comes from the fact that Google offers a free Google Voice account for personal use. While the personal plan supports basic calling, texting, and voicemail, it does not include business features such as an auto attendant, ring groups, or advanced call routing.

Another important consideration is pricing structure. The Google Voice business phone system is sold as an add-on to Google Workspace, meaning you cannot purchase Google Voice on its own. To use Google Voice for business, you must first have an active Google Workspace subscription. 

Google Workspace: Plans and Pricing 

Before adding Google Voice, you need an active Google Workspace plan, such as: 

• Business Starter: $7 per user/month 
• Business Standard: $14 peruser/month 
• Business Plus: $22 per user/month 
• Enterprise: Custom pricing 

You can find full details on Google’s Workspace pricing page. 

Google Voice for Business Plans 

Google Voice offers three paid business plans:

How Much Does Google Voice Auto Attendant Cost?

The total cost of using a Google Voice auto attendant depends on two factors: whether your business already uses Google Workspace and how many users need access to Google Voice.

If your company already has an active Google Workspace subscription, you’ll need to add the Google Voice Standard plan to access the auto attendant feature. The total cost will be $20 per user/month.

If you’re not currently using Google Workspace, the auto attendant requires two separate subscriptions:

• Google Workspace Business Starter: $7 per user/month
• Google Voice Standard: $20 per user/month

The total cost will be $27 per user/month.

Google Voice Multi-Level Auto Attendant: How Does It Work? 

Technically, Google Voice supports submenus, which means you can create a Google multi-level auto attendant for basic call routing needs. This functionality allows businesses to add more than one layer of call routing and guide callers through structured menu paths. 

The setup begins with a first-level phone menu, where callers hear a greeting and are prompted to press specific keys (for example, “Press 1 for Sales and press 2 for Support”). In a Google Voice multi level auto attendant, each key can be configured to repeat the menu, play a pre-recorded message, route the call to a user, ring group, voicemail, or direct the caller to another menu. 

When a caller selects an option that leads to a submenu, the Google Voice multi-level auto attendant plays a new set of prompts. This creates a second level in the call flow, making it easier to separate departments, teams, or request types in a clear and organized way. 

Why Do Businesses Use Google Voice Auto Attendant? 

Although Google Voice has some limitations for business use (which we’ll cover later), many startups and small businesses still choose Google Voice and its auto attendant to better organize incoming calls. Below are the main reasons why they do. 

1. 24/7 automated call routing. A Google Voice business auto attendant automatically answers incoming calls and routes them based on predefined rules. This ensures callers are directed to the right person or team at any time, including outside regular business hours. Businesses can set different greetings and routing behavior for working hours, after-hours, and holidays, helping maintain consistent call handling around the clock. 
2. More professional caller experience. Many startups and very small businesses struggle to project a professional image over the phone. Calls may go unanswered or go straight to voicemail, which can feel unprofessional or unreliable to callers. An auto attendant helps solve this by answering every call, playing a clear and professional welcome message, and routing callers to the appropriate destination. The result is a more structured, predictable, and reassuring caller experience, rather than leaving callers without guidance or context. 
3. Cost-effective for Google Workspace users. For businesses already using Google Workspace, adding a Google Voice auto attendant can be a cost-effective way to introduce basic call automation.  
4. Integration with Google Workspace. Another advantage for businesses that rely heavily on Google products is native integration with other Google services. Users can manage calls alongside Gmail, Calendar, and Contacts. For example, calls can be automatically sent to voicemail based on working hours set in Google Calendar, and voicemails or SMS can be received directly in Gmail. 
5. Easy administration and setup. An auto-attendant in Google Voice is designed for simple administration. Call menus, greetings, business hours, and routing rules can be managed through a centralized admin console, without requiring specialized IT knowledge. This ease of setup makes it appealing for small teams that need basic call routing without complex configuration. 

Limitations of Google Voice Auto Attendant for Businesses 

While Google Voice auto attendant can cover basic call routing needs for some businesses, it may present significant limitations for others. 

1. Higher cost for non-Google Workspace users. For businesses that do not already use Google Workspace, the cost can add up quickly. To access the auto attendant, you must pay for two separate subscriptions: Google Workspace and Google Voice. This can make Google Voice less cost-effective for teams that do not otherwise rely on Google’s ecosystem. 
2. Limited customer support. Customer support options are minimal. In most cases, help is limited to Google’s online documentation and community forums. There is no dedicated onboarding or hands-on support, which can be challenging if issues arise or if more complex configurations are needed. 
3. No third-party integrations. Google Voice does not offer native integrations with CRMs or third-party business tools outside the Google ecosystem. This limits how teams can connect calls to sales, support, or customer data. If your business uses non-Google tools, syncing call activity or automating workflows may not be possible. 
4. No toll-free numbers. Google Voice supports local phone numbers only. Businesses that require toll-free numbers for customer support, sales, or nationwide presence will need to use a different phone service. 
5. Limited calling functionality. Google Voice provides only basic call management features. Advanced capabilities such as robust call queues, parallel ringing, or advanced conference calling are limited or unavailable. In addition, feature updates are relatively infrequent, which may restrict long-term scalability for growing teams. 
6. No text auto-responses for auto attendant. Google Voice auto attendant does not support automatic SMS replies for missed calls or voicemails, which limits follow-up and messaging automation. 
7. No shared numbers or shared inboxes. Google Voice does not support shared inboxes or shared phone numbers in the way many business phone systems do. Team members cannot collaboratively manage calls and messages from a single frontline number with shared visibility and context. 
8. Texting limitations for auto attendant numbers. Phone numbers assigned to a Google Voice auto attendant cannot send text messages. To handle SMS conversations, businesses must purchase and manage additional phone numbers, which increases cost. 

DialLink: An Alternative to Google Voice Auto Attendant for Business 

Google Voice auto attendant can be a reasonable option for businesses that already rely heavily on Google Workspace and only need basic call routing. However, for teams looking for a dedicated business phone system that integrates beyond the Google ecosystem and supports more advanced collaboration and messaging workflows, DialLink offers a broader alternative. 

DialLink’s auto attendant is part of a business phone system built specifically for startups and small businesses. It can be assigned to both local and toll-free phone numbers and configured through an intuitive interface.  

Multiple team members can be assigned to the same auto attendant number, with shared visibility into call history, text messages, and voicemails. This makes it easier for teams to manage inbound communications collaboratively. 

To improve follow-ups and responsiveness, DialLink also supports automatic text replies for missed calls and voicemails. 

Unlike Google Voice, DialLink integrates with a wide range of third-party business tools, allowing teams to connect calling and messaging with the rest of their tech stack rather than being limited to a single ecosystem. 

Pricing starts at $15 per user per month, with no additional subscriptions required. The auto attendant is included even in the base plan, along with features such as phone menus, ring groups, parallel calling, call forwarding, business messaging, and AI-powered transcriptions. 

Think DialLink’s auto attendant could be right for your business? Start 7-day free trial and see how it works in practice.