Skip to main content

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