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IVR Setup Guide

An IVR (Interactive Voice Response) lets callers navigate a phone menu using their keypad (DTMF tones). Instead of routing every call to an agent, an IVR enables callers to self-serve or reach the right department on their own.

How IVR Works in Exotel​

When a caller dials your ExoPhone, the call flow triggers the IVR Menu applet. The caller hears a prompt (e.g., "Press 1 for Sales, Press 2 for Support") and presses a key. Exotel detects the DTMF tone and routes the call to the corresponding applet in the flow.

Caller dials ExoPhone
        |
        v
  Greeting (optional)
        |
        v
  IVR Menu: "Press 1 for Sales, 2 for Support"
        |
    1 pressed → Connect (Sales team)
    2 pressed → Connect (Support team)
    Timeout   → Repeat or Voicemail
    Invalid   → "Invalid input, try again"

Prerequisites​

Creating a Single-Level IVR​

Step 1: Add the IVR Menu Applet​

  1. Log in to the Exotel Dashboard.
  2. Go to App Bazaar and open your call flow.
  3. Drag the IVR Menu applet onto the canvas.
  4. Place it after your Greeting applet (if you have one).

Step 2: Record or Upload the IVR Prompt​

The IVR prompt is the audio the caller hears before pressing a key. You have three options:

MethodDescriptionBest For
Record via phoneExotel calls you and records your voiceQuick setup
Upload audio fileUpload a pre-recorded .wav file (8000 Hz, Mono)Professional recordings
Text-to-Speech (TTS)Type the message and Exotel converts it to speechRapid prototyping
tip

For production use, upload a professionally recorded audio file. TTS is useful for testing, but a human-recorded message sounds more natural to callers.

Step 3: Map DTMF Keys to Actions​

In the IVR Menu configuration, map each key to the next applet:

KeyActionConnected Applet
1SalesConnect (Sales team numbers)
2SupportConnect (Support team numbers)
3BillingConnect (Billing team number)
0Speak to operatorConnect (Receptionist)
TimeoutNo input detectedRepeat IVR or Voicemail
InvalidUnrecognized keyPlay error message, repeat IVR

Available DTMF keys: 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, *, #

Step 4: Configure Timeout and Invalid Input​

  • Timeout duration: How long Exotel waits for a keypress (default: 5 seconds). Increase for elderly or less tech-savvy callers.
  • Maximum retries: How many times the IVR repeats after invalid input or timeout before taking a fallback action.
  • Fallback action: What happens after max retries (e.g., connect to operator, voicemail, hangup).

Step 5: Save and Publish​

  1. Click Save to save the flow.
  2. Click Publish to make it live.
  3. Test by calling your ExoPhone and pressing different keys.

Creating a Multi-Level IVR​

A multi-level IVR has nested menus -- the caller presses a key at the first level and hears a second set of options.

Level 1: "Press 1 for Sales, 2 for Support"
    |
    1 → Level 2: "Press 1 for New Inquiry, 2 for Existing Order"
    |       |
    |       1 → Connect (New Sales team)
    |       2 → Connect (Order team)
    |
    2 → Level 2: "Press 1 for Technical, 2 for Billing"
            |
            1 → Connect (Tech support)
            2 → Connect (Billing)

How to Build It​

  1. Create the first IVR Menu applet with top-level options.
  2. For each key that needs a sub-menu, connect it to another IVR Menu applet.
  3. Configure the second-level IVR Menu with its own prompt and key mappings.
  4. Connect the second-level keys to Connect, Voicemail, or other applets.

See: Multi-Level IVR for advanced nested IVR configurations.

DTMF Input Collection​

Beyond menu navigation, you can use DTMF to collect data from callers (e.g., order numbers, account IDs).

Using the Passthru Applet for Dynamic IVR​

  1. Add a Passthru applet after the IVR Menu.
  2. The Passthru applet sends an HTTP request to your server with the caller's input.
  3. Your server responds with instructions (e.g., which applet to route to next).
# Exotel sends to your server:
POST https://your-app.com/ivr-handler
Content-Type: application/x-www-form-urlencoded

CallSid=<call_sid>&digits=1&From=<caller_number>

# Your server responds with routing instructions

See: Voice v1 Passthru Applet

IVR Configuration Options​

SettingDescriptionRecommended Value
Prompt audioThe message played to the callerClear, concise recording
Key mappingsWhich applet each key routes toMap only the keys you need
TimeoutSeconds to wait for input5-7 seconds
Max retriesTimes to repeat on invalid/timeout2-3 retries
Invalid input messageAudio played for wrong keypress"That is not a valid option"
Timeout messageAudio played when no input"We did not receive your input"

Best Practices​

  • Keep menus short -- Limit IVR options to 4-5 per level. Callers struggle to remember more than 5 options.
  • Put the most common option first -- If 70% of callers want Sales, make it option 1.
  • Always offer a human option -- Include "Press 0 to speak to an operator" as a fallback.
  • Avoid deep nesting -- Limit your IVR to 2 levels. More than 2 levels frustrates callers.
  • Repeat the menu -- If the caller does not press a key, repeat the menu at least once before routing to a fallback.
  • Use consistent language -- Say "Press 1" not "Dial 1" or "Hit 1" throughout your prompts.
warning

Do not use IVR as a barrier to reaching a human agent. Regulatory guidelines in many countries require that callers can reach a live person within a reasonable number of steps.

Troubleshooting​

IssueCauseSolution
Caller hears nothing after greetingIVR applet not connectedConnect Greeting output to IVR Menu
DTMF not detectedAudio overlap with keypressAdd a brief pause before the IVR prompt
Wrong department connectedKey mapping incorrectVerify key-to-applet connections in the flow
IVR repeats endlesslyNo max retry limit setSet max retries to 2-3
Caller drops off at IVRToo many options or levelsSimplify the menu