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IVR Applet Guide

The IVR (Interactive Voice Response) applet creates phone menus that let callers navigate options using DTMF (keypad) input. Callers hear a prompt and press a key to select their desired option, which routes them to the appropriate next step in the call flow.

tip

For the API-level technical reference, see IVR Menu Applet.

How the IVR Applet Works​

  1. The caller hears an audio prompt (e.g., "Press 1 for Sales, Press 2 for Support")
  2. The caller presses a key on their phone (DTMF input)
  3. The IVR applet matches the input to a configured option
  4. The call is routed to the applet connected to that option
  5. If the input is invalid or no input is received, the fallback behavior is triggered
Caller hears menu ──► Presses key ──► Matched to option ──► Routed to next applet
                                   ──► No match / timeout ──► Replay or fallback

Configuration​

Basic Setup​

  1. Drag the IVR applet onto the Flow Builder canvas
  2. Click the applet to open the Properties Panel
  3. Configure the audio prompt
  4. Add menu options with DTMF key assignments
  5. Configure timeout and fallback behavior
  6. Connect each option's output to the next applet in the flow

Audio Prompt​

The IVR prompt is the audio that tells callers what options are available. Configure it the same way as the Greeting applet:

SourceDescription
Phone recordingRecord the prompt by phone
File uploadUpload a pre-recorded WAV or MP3 file (8000 Hz Mono recommended)
Text-to-SpeechEnter text and select a language/voice

Example prompt text: "Thank you for calling Acme Corp. Press 1 for Sales. Press 2 for Customer Support. Press 3 for Billing. Press 0 to speak to an operator."

Each menu option maps a DTMF key to a specific flow path:

SettingDescription
KeyThe DTMF digit (0 -- 9, *, #)
LabelDescription of what this option does (for your reference)
Next AppletThe applet to route to when this key is pressed

Available DTMF Keys​

KeyCommonly Used For
1Primary option (Sales, English, etc.)
2Secondary option (Support, Hindi, etc.)
3Third option (Billing, etc.)
4 -- 9Additional options
0Speak to operator / agent
*Go back to previous menu
#Confirm selection or skip

Timeout and Retry Settings​

SettingDefaultDescription
Input Timeout5 secondsTime to wait for DTMF input after the prompt finishes
Max Retries2Number of times to replay the menu if no valid input is received
Retry MessageReplay original promptAudio to play before replaying the menu
Final Timeout ActionHangupWhat happens after all retries are exhausted

Single-Level IVR​

A single-level IVR provides one menu with direct routing to each option:

Greeting ──► IVR Menu
              ├──► (Press 1) Connect Sales Group
              ├──► (Press 2) Connect Support Group
              ├──► (Press 3) Connect Billing
              ├──► (Press 0) Connect Operator
              └──► (No input) Replay IVR / Hangup

Configuration Example​

KeyLabelRoutes To
1SalesConnect applet (Sales agent group)
2SupportConnect applet (Support agent group)
3BillingConnect applet (Billing team)
0OperatorConnect applet (Reception)

Multi-Level IVR​

Multi-level IVR creates nested menus where one IVR leads to another:

IVR Level 1 ("Select department")
  ├──► (Press 1) IVR Level 2 ("Select Sales region")
  │                 ├──► (Press 1) Connect Sales India
  │                 ├──► (Press 2) Connect Sales APAC
  │                 └──► (Press *) Go back to Level 1
  │
  ├──► (Press 2) IVR Level 2 ("Select Support type")
  │                 ├──► (Press 1) Connect Technical Support
  │                 ├──► (Press 2) Connect Account Support
  │                 └──► (Press *) Go back to Level 1
  │
  └──► (Press 0) Connect Operator
warning

Limit IVR menus to a maximum of 2 -- 3 levels deep. Callers become frustrated with too many nested menus and may hang up. If your menu tree is growing beyond 3 levels, consider simplifying or using a Passthru applet for dynamic routing instead.

Building Multi-Level IVR​

  1. Place the first IVR applet (Level 1 menu)
  2. For each option that needs a sub-menu, place another IVR applet
  3. Connect the Level 1 option output to the Level 2 IVR input
  4. Configure the Level 2 IVR with its own options
  5. Use * or # to allow callers to go back to the previous menu (connect to Level 1)

Advanced Features​

Dynamic IVR with Passthru​

Combine IVR with the Passthru applet to create data-driven menus:

IVR ("Enter your order number") ──► Passthru (look up order)
                                     ──► Greeting (read order status via TTS)
                                     ──► Connect (to support agent)

Collecting Multi-Digit Input​

For collecting account numbers, order IDs, or PINs:

  1. Configure the IVR to accept multi-digit input
  2. Set the termination key to # (caller presses # after entering digits)
  3. The collected digits are passed to the next applet (typically Passthru)
SettingDescription
Multi-digit modeEnable to accept more than one keypress
Max digitsMaximum number of digits to collect (e.g., 10 for a phone number)
Termination keyKey that signals end of input (typically #)

DTMF During Greeting​

If a Greeting applet precedes the IVR and the caller already knows the menu options, they can press a key during the greeting to skip directly to their choice:

  1. On the Greeting applet, enable Interruptible
  2. The IVR applet receives the DTMF input and routes accordingly
  3. This speeds up the experience for repeat callers

IVR Best Practices​

  1. Keep it short -- Limit to 4 -- 5 options per menu level
  2. Put the most common option first -- If 70% of callers choose Support, make it option 1
  3. Always offer a human option -- Include "Press 0 to speak to an agent" as a fallback
  4. Allow back navigation -- In multi-level menus, use * to go back
  5. Handle invalid input gracefully -- Replay the menu with a helpful message
  6. Test with real users -- Have colleagues or test callers navigate the menu
  7. Review IVR analytics -- Track which options are selected most and optimize accordingly

Troubleshooting​

IssuePossible CauseResolution
Caller's input not detectedDTMF not transmitted properlyTest with different phones; check carrier support
Wrong option selectedKey mapping misconfiguredVerify the key-to-applet connections in the flow
Menu replays endlesslyMax retries set to 0 (infinite) or very highSet max retries to 2 -- 3
Caller hangs up during IVRMenu too long or too many levelsSimplify the menu structure
Multi-digit input not workingMulti-digit mode not enabledEnable multi-digit mode in IVR settings