What is a keypad menu?
An IVR (Interactive Voice Response) menu plays a recorded message and waits for the caller to press a number. You can route different keys to the AI agent, a forwarding number, or a voicemail box.
Setting up your menu
- Open your desk and go to Call handling, then open the IVR sub-tab
- Toggle the menu on
- Write an intro message (this is what callers hear)
- Add key mappings: choose a key (0-9), a label, and an action
Actions per key
- Agent - the AI handles the call
- Forward - the call is transferred to a specific number
- Voicemail - caller is prompted to leave a voicemail
Timeout behaviour
If the caller doesn't press anything, the call falls through to the AI agent after the configured timeout.
VIP callers bypass
VIP callers with the skip-IVR action go straight to the agent without hearing the menu.
Related articles
- VIP callers: priority treatment for important contacts - Callback requests - Transferring calls to the right person (departments) - Warm transfers to your team - Call exceptions: bypass or block specific numbers and area codes