IVR Menu Applet

The IVR (Interactive Voice Response) Menu applet presents callers with a voice menu and routes them based on their DTMF (keypad) input.

How It Works

1. The applet plays a recorded prompt (e.g., "Press 1 for Sales, Press 2 for Support")
2. The caller presses a key on their phone
3. The call is routed to the applet or flow connected to that key

Configuration

1. In the Exotel Dashboard, open your call flow editor
2. Drag the IVR Menu applet into your flow
3. Configure the voice prompt (record, upload, or text-to-speech)
4. Map each key (0-9, *, #) to the next applet in the flow

Example Flow

Incoming Call → Greeting ("Welcome to Acme Corp")
             → IVR Menu ("Press 1 for Sales, 2 for Support, 3 for Billing")
                ├── 1 → Connect (Sales team)
                ├── 2 → Connect (Support team)
                ├── 3 → Connect (Billing team)
                └── No input / Invalid → Repeat or Hangup

Best Practices

• Keep menus simple — no more than 4-5 options
• Always provide a fallback for invalid input or no input
• Put the most common option first
• Use the Greeting applet before the IVR Menu to welcome callers