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

    Go to Call handlingCall Flows and click Create, then From Scratch, to create a new call flow, or click an existing call flow to edit it.

  2. 1Add the Greeting action

    • Click the + button on the canvas, above the Dial step.
    • Select Greeting from the Add-ons menu.
    Select a call-flow action✕

    Enhance the call experience with call add-ons and features

    • Add-ons
    • Mask Caller ID
    • Record
    • Greeting1
    • Filters
    • Caller ID Prefix
    • Keypad Entry
    • Day of Week
    • Time of Day
    Click Greeting (1) under Add-ons.

  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: Play once, then ringtone, or Loop in place of the ringtone (not available when the call flow has a keypad menu).
    • Optionally set how many seconds the call rings before the greeting plays (Ring for), and click Preview to listen.
    Greeting✕
    Text to speechAudio file1
    Preview
    File
    welcome-message.mp32
    Playback
    Play once, then ringtone3
    Ring for0seconds before the greeting plays
    Choose Audio file (1), pick the File (2) and how it plays (3). Text to speech shows a Message box and a Voice instead.

  4. 1Check the routing action that completes the flow

    • A new call flow already ends in a Dial step, so the call connects after the greeting plays.
    • If the path under the Greeting has no routing action yet, click the + button below the Greeting action and select Dial (or another routing option).
    Main lineCall flow is valid. Assign to Tracking Number
    New Call
    Greeting
    Audio filewelcome-message.mp3
    Dial
    Main office(415) 555-0110
    1
    The Greeting plays first, then Dial (1) connects the call.

    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

    Go to Call handlingCall Flows and click Create, then From Scratch, to start a new call flow, or click an existing call flow to edit it.

  2. 1Add 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.

    Greeting✕
    Text to speechAudio file
    Preview
    Message
    Thanks for calling Harbor & Pine Plumbing. Press 1 for emergencies, 2 to book a visit.1
    Voice
    English (US)
    FemaleMale
    Ring for0seconds before the greeting plays
    Tell callers what each key does in the greeting's Message (1).

  3. 1Add the Keypad Entry action

    • Click the + button below the Greeting.
    • Select Keypad Entry from the Filters menu.
    Select a call-flow action✕

    Enhance the call experience with call add-ons and features

    • Filters
    • Keypad Entry1
    • Day of Week
    • Time of Day
    Click Keypad Entry (1) under Filters.

  4. 1Split the Keypad Entry into branches

    • Click the + above the Keypad Entry block and select Split to create another digit branch.
    • You can add up to 10 branches. Each one responds to one key: a digit from 0 to 9, *, #, or the catch-all Remaining Keys/No Input.
    Main lineCall flow is valid. Assign to Tracking Number
    New Call
    Greeting
    Text to speechPress 1 for emergencies, 2 to book a visit
    Keypad Entry
    1
    Dial
    Emergency line(415) 555-0119
    Split1Actions
    Click the + above Keypad Entry, then Split (1) to add a branch for another key.

  5. 1Assign a digit and routing action to each branch

    • For each branch, select the digit it responds to in the Keypad Entry block (1).
    • 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.
    Keypad Entry✕
    Remaining Keys/No Input1
    0
    1
    2
    3
    4
    5
    6
    7
    8
    9
    *
    #
    Remaining Keys/No Input
    Pick the key for each branch (1). Remaining Keys/No Input catches every other key, and callers who press nothing.
    Main lineCall flow is valid. Assign to Tracking Number
    New Call
    Greeting
    Text to speechPress 1 for emergencies, 2 to book a visit
    Keypad Entry
    1
    Dial
    Emergency line(415) 555-0119
    Keypad Entry
    2
    Dial
    Main office(415) 555-0110
    Keypad Entry
    Remaining Keys/No Input
    Voicemail
    System
    The finished menu: one branch per key, each ending in a routing action.

🎉 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

    Go to Call handlingCall Flows, click Create, then select From Template.

  2. 1Choose the IVR Call Flow template

    Hover over IVR Call Flow and click Use template.

    Call Flow TemplatesStart with a call flow template, customize as you go.
    Sequential Call Flow
    Ring multiple numbers one after the other until answered.AdvancedRouting
    Weighted Call Flow
    Distribute calls to multiple numbers based on percentage weights.AdvancedDistribution
    IVR Call Flow
    Let callers choose options from a menu to reach the right department.AdvancedInteractive
    Click Use template (1) on IVR Call Flow.

  3. 1Select your destination numbers

    • The template is created and named automatically. Its greeting says “Hello. Please press 1 for Sales, 2 for support, any other digit for general inquiries”, with a Dial step for 1, for 2 and for Remaining Keys/No Input.
    • Click each Dial step (1) and select the destination number for that branch under Destination. Until each has one, the call flow is invalid.
    IVR Call FlowCall flow is invalid.
    New Call
    Greeting
    Text to speechHello. Please press 1 for Sales, 2 for support, any other digit for general inquiries
    Keypad Entry
    1
    Dial
    Choose a destination
    1
    Keypad Entry
    2
    Dial
    Choose a destination
    Keypad Entry
    Remaining Keys/No Input
    Dial
    Choose a destination
    Each branch's Dial step (1) still needs a destination.
    Dial✕
    Ring
    DialMultipleSequentialWeighted
    Instead
    Hang upVoicemail

    Rings a single destination.

    Destination
    Choose a destination1
    Main office(415) 555-0110
    Emergency line(415) 555-0119
    Add Destination
    Receive SMSAlso receive an SMS to your destination when supported by the tracking number.
    In each Dial step, open Destination (1) and select the number for that key.

🎉 Your IVR Call Flow is ready. Assign it to a tracking number under TrackingNumbers 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, Voicemails, and Whispers), so you can find the right file quickly regardless of where it’s used.

Open the Media Library

  1. 1Open the Media Library

    Go to Call handlingMedia Library.

    The library opens on the Greetings tab by default. Use the tabs at the top (1) to switch between Greetings, Surveys, Voicemails, and Whispers.

    Greetings1SurveysVoicemailsWhispers
    Search
    NameIn useLast UpdatedPlay
    after-hours.mp3-2026-09-02 16:20:11
    ivr-menu.mp3Main line2026-10-01 09:12:40
    welcome-message.mp3Main line2026-08-21 10:10:24
    The tabs (1) sort your audio by what it is used for.

Upload a new audio file

  1. 1Click Add

    Select the relevant tab (for example, Greetings) and click Add.

    Search
    NameIn useLast UpdatedPlay
    after-hours.mp3-2026-09-02 16:20:11
    ivr-menu.mp3Main line2026-10-01 09:12:40
    welcome-message.mp3Main line2026-08-21 10:10:24
    Click Add (1) above the list.

  2. 1Upload your audio file

    Drag your file into the window, or click the upload area (1) and select it, then click Upload 1 file. Greetings, surveys and whispers are MP3 files of up to 8 MB; voicemail greetings are WAV files of up to 2 MB.

    Drop the file on the upload area (1), or click it to choose one.

Preview a file

  1. 1Play the file

    Click the play button (1) to the right of any file to listen to it.

    NameIn useLast UpdatedPlay
    after-hours.mp3-2026-09-02 16:20:11
    ivr-menu.mp3Main line2026-10-01 09:12:40
    welcome-message.mp3Main line2026-08-21 10:10:241
    Click a file's play button (1) to listen to it.

Delete a file

Note

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

  1. 1Select the file and click the bin

    • Tick the file you want to remove.
    • Click the red bin icon (1) above the list (its tooltip reads Remove Audio) and confirm.
    1
    NameIn useLast UpdatedPlay
    after-hours.mp3-2026-09-02 16:20:11
    ivr-menu.mp3Main line2026-10-01 09:12:40
    welcome-message.mp3Main line2026-08-21 10:10:24
    Tick the file, then click the bin (1).

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