Build a press-1 phone menu (IVR Menu node)

The IVR Menu node plays a keypad menu — "press 1 for service, press 2 for billing" — and routes the caller down a different path for each digit they press. You add it in Phone System → Call Flows, create up to 9 options, and draw a line from each option's numbered dot to the step that should answer it (a ring group, a forward, a voicemail box). The prompt can be auto-generated from your options, typed yourself, or replaced with your own recording.

Before you start

• You need a call flow — see create a call flow.
• Plan where each choice should go. Every option needs a destination node (for example option 1 → Ring Group, option 2 → Voicemail).
• Call flows are edited on a desktop or tablet browser.

Step 1 — Add the IVR Menu node

1. Open your flow in Phone System → Call Flows.
2. Drag IVR Menu from the Node Palette onto the canvas and click it to open its settings.

Step 2 — Create the menu options

Under Menu Options, click Add Option for each choice. Each option gets the next digit automatically (1, 2, 3...) and a label you type — "Service", "Billing", "Leave a message". You can add up to 9 options and delete any with the trash icon.

Step 3 — Set the prompt the caller hears

• Prompt Script — type exactly what should be read aloud (the placeholder shows the pattern: "e.g. For service press 1, for billing press 2"). Or leave it empty: the panel notes "Leave empty to auto-generate from options above."
• Voice — choose Female or Male, and set the Speed (slow / normal / fast).
• Custom Audio (optional) — click Upload MP3 or WAV to play your own recording instead. The panel then notes "Custom audio overrides voice settings."

Step 4 — Wire each digit to its destination

Every option shows as a numbered dot on the node. Drag a line from each digit dot (1, 2, ...) to the node that answers that choice — for example dot 1 to your Ring Group and dot 2 to Voicemail. The preflight checks above the canvas confirm the wiring; when they read "All checks passed — safe to publish." you're set.

Step 5 — Tune replays and wait time, then publish

• Menu replays — how many times the menu repeats when the caller presses nothing or an invalid key, from "Play once, no replays" up to "5 replays". After the last replay the call says goodbye and hangs up.
• Wait for keypress — how long the menu waits for a key after the prompt finishes (2 to 30 seconds). When time runs out, the menu replays.

Press Publish when done — and remember a flow only answers calls when it's published and assigned to a number.

What the caller hears

The prompt plays, then the menu waits for a keypress. A valid digit routes instantly down that option's path. An invalid digit or silence replays the menu (up to your replay budget), and after the final replay the call says goodbye and ends. Silent callers are never quietly pushed through to your team — no keypress means no route.

Troubleshooting

• "Not published — nothing was saved" — publish was blocked. The most common cause is a freshly added IVR node whose digit dots aren't wired yet. The message lists exactly what to fix; connect each numbered dot to a destination and press Publish again. Your edits stay on the canvas the whole time.
• A preflight warning says an option is not connected from its own digit dot — the option may still route, but the canvas can't show which digit an old connection belongs to. Re-draw the line starting from the option's numbered dot so the routing is explicit.
• Publish blocked with "no prompt text, audio, or menu options configured." — the IVR node is completely empty. Add at least one option, or a prompt, before publishing.
• Callers say the menu repeats too fast or too slow — adjust Wait for keypress (longer for callers who need time to decide) and Menu replays.