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Menu Step

Learn more about the Menu Step in IVR, how it presents callers with options, and routes calls based on their keypad input.

🔍 Overview of Menu Step

The Menu Step is an interactive decision point in the IVR call flow, presenting callers with audio-prompted options and routing calls based on their keypad input.

Example: A welcome message like "For sales, press 1; for support, press 2" directs callers to the appropriate department.

⚙️Menu Step Configurations

These are the configurations you will find in the Menu Step within the IVR Builder. 

Number of Digits

Specifies the exact number of digits expected from the caller. The IVR auto-proceeds after receiving the set number.


Example: For "Press 1 for Sales," set Number of Digits = 1; for "Press 30 for Support," set Number of Digits = 2.

Keypress Configuration

  • Keypress: The digit(s) the caller enters to decide the flow (e.g., 1, 2). Use "Add more keypress" for additional options.

  • Label: A descriptive route name appearing on the canvas for clarity (e.g., "Sales").

  • Route: The next IVR step for the keypress (e.g., "Sales_Queue").
    Example: Map Digit 1 to "Sales Team Queue," Digit 2 to "Support Menu."

Enable Default Action

When toggled on, it routes callers to a fixed next step, bypassing keypress mappings and disabling Keypress configurations.

Example: Use for collecting data like phone numbers without routing to multiple paths.

💡 Tip: Configure the default next step in the "Next Steps" section.

Finish Key

Defines a key (e.g., # or *) that signals the IVR to process the input immediately, ideal for multi-digit entries like account numbers or order IDs.

Example: For "Enter your order ID and press #," set Finish Key = #.

💡 Tip: Commonly used when the default action toggle is enabled.

📌 Note: Enabling the Finish Key disables the Number of Digits setting, as the IVR waits for the finish key input to proceed.

Sound Files

  • Menu Files: The audio prompt listing options. Select from the library or upload a new file.

    Example: "Welcome! For sales, press 1; for support, press 2."

  • Invalid Entry File: Played when an unmapped key is pressed. Select from the library or upload a new .wav file.

    Example: "Sorry, that option is invalid. Please try again."

📌 Note: If no Invalid Entry File is set, the IVR triggers the "Invalid Entry Next Step" without audio.

⏩ Next Steps

  • Timeout (Seconds): Duration the IVR waits for input before triggering the "No Input Next Step."
    Example: A 10-second timeout repeats the menu or routes to the support team.

  • No Input Next Step: Next step to be triggered if no input is received within the timeout period.

  • Invalid Entry Next Step: Next step to be triggered after the caller enters invalid inputs (entries that don’t map with the configured keypress entries)

  • Default Next Step: Next step to be triggered when the "Enable Default Action" toggle is on.