A greeting is what callers hear first, and a keypad menu (IVR) lets them press a key, or type a code, 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. A branch can also hold codes of up to 9 digits, so callers can type a code to reach the right destination: see Let callers type a code.

  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 branch.
    • You can add up to 100 branches, plus the No match / No input branch.
    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 keys and a routing action to each branch

    • In each branch’s Keypad Entry block, type the key it responds to (a digit from 0 to 9, *, or #) and press Enter (1). A branch can take several keys, for example 1 and 2.
    • Type @ in one branch to make it the No match / No input branch. It takes every key no other branch holds, and callers who press nothing. Click the ✕ on its chip to turn it back into an ordinary branch.
    • Each key belongs to one branch of the menu: adding a key to a branch takes it off any other branch that held it.
    • Add a routing action below each branch: Dial to a destination, Hang up, or Voicemail.
    Keypad Entry✕
    1✕1
    Type the key for each branch and press Enter (1).
    Keypad Entry✕
    No match / No input✕

    Takes calls whose key or code matches no branch, and callers who enter nothing.

    Typing @ makes the No match / No input branch, for every other key and for 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
    No match / 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

Let callers type a code

A Keypad Entry branch can hold codes as well as single keys. Callers type a code (their ZIP code, for example) and reach the destination that handles it. A branch can hold many codes, and a code can be just the first digits (a prefix), so that one branch covers every code that starts with them.

  1. Ask callers for their code

    Add a Greeting that tells callers what to type, for example “Please enter your 5-digit code.” Follow Add a greeting.

  2. Add a Keypad Entry and split it into one branch per destination

    Add Keypad Entry below the Greeting and split it into a branch for each destination, as in Build a keypad menu.

  3. 1Type the codes for each branch

    • In each branch’s Keypad Entry block, type a code of up to 9 digits and press Enter (1). You can also paste a list of codes separated by commas, spaces or semicolons.
    • Type the first digits of a code to cover every code that starts with them: 941 takes every code that starts with 941, unless another branch holds a longer match for it, such as the full code.
    • Codes keep their leading zeros: 02134 and 2134 are different codes.
    Keypad Entry✕
    94107✕94110✕94114✕1
    Type or paste the codes for the branch (1).

  4. 1Add the No match / No input branch

    • Type @ in one more branch to make it the No match / No input branch, and route it, for example to Voicemail. It takes every code that matches no branch, and callers who type nothing.
    • A menu with codes needs this branch: until it has one, the call flow does not save and shows “A keypad menu with codes needs a No match / No input branch.”
    Code menuCall flow is valid. Assign to Tracking Number
    New Call
    Greeting
    Text to speechPlease enter your 5-digit code
    Keypad Entry
    94107, 94110, 94114
    Dial
    Main office(415) 555-0110
    Keypad Entry
    941
    Dial
    Emergency line(415) 555-0119
    Keypad Entry
    No match / No input
    1
    Voicemail
    System
    Every code reaches a branch, and the No match / No input branch (1) takes the rest.

How callers enter a code

  • The menu waits for as many digits as the longest code in it. After the greeting, callers have 5 seconds to type the first digit, and 3 seconds between digits. A caller who types the full length is routed at once; a caller who stops earlier is routed 3 seconds after their last key.
  • The call takes the branch with the longest code the entry starts with. In the menu above, 94110 reaches the main office, and 94121 reaches the emergency line through 941.
  • A caller who types nothing hears the greeting again, up to 3 times, before the call goes to the No match / No input branch. An entry that matches no branch goes there at once.
  • In a menu that mixes single keys and codes, a caller who presses a single key is routed 3 seconds after it, since the menu waits for more digits.
  • Every key the caller types is kept: it shows in the Digits Pressed by Caller column of ActivityCalls.
  • If the call flow records calls with a Stop key, the key stops the recording only after the caller has entered their code, so typing the code never stops it.

Limits

  • A code is 2 to 9 digits. A single key is a digit from 0 to 9, *, or #.
  • A key or code belongs to one branch of the menu: adding it to a branch takes it off any other branch that held it.
  • A branch holds up to 2,000 characters of codes, about 333 five-digit codes. Split a longer list across branches that dial the same destination.
  • A menu has up to 100 branches, plus the No match / No input branch.

Detailed guide: Build a keypad menu
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 No match / 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
    No match / 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