How to add a keypad entry (IVR)

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.

Step 1. Open the Call Flow Builder

• Go to Tracking > Call Flows.
• Click Create to start a new call flow, or click an existing call flow to edit it.

Step 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, e.g. "Press 1 for Sales, 2 for Support."

Step 3. Add the Keypad Entry action

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

Step 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 0-9, *, #, and a catch-all Remaining Keys / No Input option.

Step 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.

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

Detailed Guide: Template: how to add a keypad entry (IVR)

Detailed Guide: How to set up call greetings

Detailed Guide: How to assign tracking numbers to call flows

Updated on: 01/04/2026