Keypad Entry (IVR)

Keypad Entry (IVR)

Use IVR to direct callers to the right department or information fast. The keypad entry feature lets you setup rules and assign digits to connect callers to a specific destination.

• Connect callers to the right person: IVRs direct callers to the right destination, phasing out manual call transfers.
• Block robocalls: To stop robocalls you can implement a feature called a 'Call Screening' system, which is when the caller has to press a digit before proceeding.
• Route calls to different numbers based on key pressed: Use the keypad entry to drive leads to the appropriate destination by having them click the corresponding digit.

Set up keypad entry

Step 1. Go to Tracking > Call Flows.

Step 2. If you want to start a new Call Flow click the "+ Add" button on the top right, otherwise, just click on the call flow you want to add the Keypad Entry feature.

Step 3. Click on the '+' plus button and select Greeting. Keypad entry requires a greeting so the callers know how what each digit press corresponds to.

Step 4. Click on the '+' plus button select 'Keypad Entry' from the call-flow action menu on the right.

Step 5. Click above the keypad entry window and select 'Split' to duplicate it. You can add up to 13 windows (10 numbers, plus *, # and the Remaining Keys/No Input options).

Step 6. Select the digits and then define what happens after each digit is pressed.

You can set the remaining keys direct to different numbers, hanging up, or to voicemail.

🎉 You are all set! Optionally, place a test call to the tracking number you assigned the call flow, to experience it firsthand.

Updated on: 01/08/2025