A greeting is what callers hear first, and a keypad menu (IVR) lets them press a key to reach the right place. This page shows how to add both to a call flow, and how to manage the audio files behind them in the Media Library.

Add a greeting

Warning

If you record calls in one or more EU countries, you must obtain the caller’s explicit consent before recording begins. An opt-out alone is not sufficient under EU law. Use a Call Greeting to play a consent message before the call connects.

A Greeting is an audio message played to the caller before they are connected to an agent. Use it to set a professional first impression, confirm the caller has reached the right place, share business hours, or obtain recording consent.

  1. Open the Call Flow Builder

  2. Add the Greeting action

    • Click the + button on the canvas.
    • Select Greeting from the Add-ons menu.

    Select Greeting from the Add-ons menu.

  3. Configure the greeting message

    • Choose Audio file to play a file you’ve already uploaded to the Media Library, or Text to speech to type a message.
    • If using text to speech, type the Message, then pick the Voice language and voice.
    • If using an audio file, pick the File and how it plays under Playback.

    The Greeting block with Audio File selected, an audio file chosen under Greeting Audio, and Greeting Type set to Audio Followed by Ringtone.

  4. Add a routing action to complete the flow

    • Click the + button below the Greeting action.
    • Select Dial (or another routing option) to connect the call after the greeting plays.

    Select Dial (or another routing option) to connect the call after the greeting plays.

    Tip

    For a richer experience, combine Greeting with Keypad Entry so callers can press a key to reach a specific department before connecting.

🎉 Done. Every caller will now hear your greeting before being connected.

Detailed guide: Build a keypad menu
Detailed guide: Manage audio files
Detailed guide: Assign a call flow

Build a keypad menu

Note

To use the templated setup instead, see: Start from a template.

Keypad Entry (IVR) lets callers press a digit to reach a specific destination or trigger a specific action. Use it to route callers to the right department, screen out robocalls by requiring a key press, or confirm caller intent before connecting.

  1. Open the Call Flow Builder

  2. Add a Greeting action first

    • Click the + button on the canvas.
    • Select Greeting from the Add-ons menu.
    • Configure the greeting so callers know what each digit does, for example “Press 1 for Sales, 2 for Support.”

    Tip

    Follow this guide to configure greetings: Add a greeting.

    A Greeting configured so callers know what each digit does, for example “Press 1 for Sales, 2 for Support.”

  3. Add the Keypad Entry action

    • Click the + button below the Greeting.
    • Select Keypad Entry from the Filters menu.

    Select Keypad Entry from the Filters menu.

  4. Split the Keypad Entry into branches

    • Click the Keypad Entry block and select Split to create additional digit branches.
    • You can add up to 13 branches: digits 0 to 9, *, #, and a catch-all Remaining Keys / No Input option.

    You can add up to 13 branches: digits 0 to 9, *, #, and a catch-all Remaining Keys / No Input option.

  5. Assign a digit and routing action to each branch

    • For each branch, select the digit it responds to.
    • Add a routing action below it: Dial to a destination, Hang Up, or Voicemail.
    • Configure the Remaining Keys / No Input branch to handle callers who don’t press anything.

    Configure the Remaining Keys / No Input branch to handle callers who don’t press anything.

🎉 Done. Place a test call to the tracking number to experience the IVR menu as a caller would.

Detailed guide: Start from a template
Detailed guide: Add a greeting
Detailed guide: Assign a call flow

Start from a template

Note

To build this call flow manually using the full Call Flow Builder instead, see: Build a keypad menu.

Keypad Entry (IVR) lets callers press a digit to reach a specific destination. Use it to route callers to the right department, screen out robocalls, or confirm caller intent before connecting.

  1. Open the template picker

  2. Choose the IVR Call Flow template

    • Hover over IVR Call Flow.
    • Click Use template.

    Use template on the IVR Call Flow card.

  3. Select your destination numbers

    • The template is created and named automatically.
    • Click each destination slot and select the number for each digit branch.

    Click each destination slot and select the number for each digit branch.

🎉 Your IVR Call Flow is ready. Assign it to a tracking number under Tracking > Numbers to go live.

Detailed guide: Assign a call flow
Detailed guide: Add a greeting

Manage audio files

The Media Library is the central place to upload, manage, and delete the audio files used across your call flows. It organizes files into four tabs (Greetings, Surveys, Voicemail, and Whispers), so you can find the right file quickly regardless of where it’s used.

Open the Media Library

Go to Call handling > Media Library.

The library opens on the Greetings tab by default. Use the tabs at the top to switch between Greetings, Surveys, Voicemail, and Whispers.

The Media Library open on the Greetings tab, with the Greetings, Surveys, Voicemail and Whispers tabs at the top.

Upload a new audio file

  • Select the relevant tab (for example, Greetings).
  • Click the upload button and select your audio file.

Click the upload button and select your audio file.

Preview a file

Click the play button to the right of any file to listen to it.

Click the play button to the right of any file to listen to it.

Delete a file

  • Select the file you want to remove.
  • Click the red recycle bin icon.

Note

Before deleting a file, make sure it is not in use in any call flow. If it is, Nimbata will show a link to the call flow using that file. Open the call flow, remove the file from it, then return here to delete.

Click the red recycle bin icon.

Detailed guide: Add a greeting
Detailed guide: Add a whisper
Detailed guide: Set up and listen to voicemail