Configure a Menu Step in a Call Flow

A Menu Step plays a greeting message and presents callers with numbered options (like "Press 1 for Sales, Press 2 for Support"). Callers can use their phone keypad to select the option that matches their needs, and the Call Flow routes them accordingly.

Add and Configure a Menu Step

To add and configure a Menu Step in an existing Call Flow:

1. Open the Call Flow and add a new step.
2. Select "Menu" from the available step options.



3. Enter a descriptive name for the step (e.g., Main Menu, Department Selection).
4. Under "Set greeting message", choose what message callers hear to begin the menu:
   • None: No greeting message (menu starts immediately)
   • Say Message: Text-to-speech message
   • Play Message: Upload or record an audio file
5. Under "Choose response type", select how the menu listens for caller input:
   • Key Press: Callers press numbers on their phone keypad
   • Speech: Callers speak their selection (voice recognition)
   • Both: Accepts both keypad and voice input
6. For speech recognition, select the primary language your callers speak from the dropdown menu (default is English, United States).
7. Under "Add menu options", create the choices callers can select:
   • Name: Descriptive label for the option (e.g., Sales, Support, Billing)
   • Key Press: Assign a number (1-9) for keypad selection
   • Speech: Enter the word or phrase callers should say (e.g., "contains 1" or "sales")
   • Click "+ Add Option" to add additional menu choices
8. Under "Set response timeout", enter how many seconds to wait for the caller to make a selection before proceeding (default is 5 seconds).
9. Under "Configure no-response message", choose what happens if the caller doesn't respond:
   • None: Silent (moves to next step)
   • Say Message: Text-to-speech message
   • Play Message: Upload or record an audio file
10. Under "Set menu repeat behavior", choose how many times the menu should repeat if there's no response:
    • Do Not Repeat: Menu plays once only
    • Repeat 1-5 times: Menu replays the specified number of times before moving to the next step
11. Click "Save Changes" to apply the Menu Step.

Edit a Menu Step

To update settings in an existing Menu Step:

1. Go to "Tracking" from the top menu and select "Calls".
2. Choose "Call Flows".
3. Find the Call Flow and click "Edit".
4. Click the pencil icon on the Menu Step you want to modify.
5. Update any settings (greeting messages, menu options, timeout duration, etc.).
6. Click "Save" to apply your changes.

Related Topics

• What are Call Flows?
• Set Up a Call Flow
• Configure a Dial Step in a Call Flow