Route callers using IVR-specific split actions
If you just need the essentials, follow this quick path:
- Understand how IVR splits differ from messaging splits
- Use Wait for Menu Selection for single-digit choices
- Use Wait for Multiple Digits for numeric input
- Use Wait for Audio to record voice messages
- Review and replay recorded audio
These patterns ensure callers are routed correctly during a live phone call.
Step-by-Step Process
In Voice (IVR) flows, contacts respond using:
- Keypad digits (DTMF)
- Voice recordings
Standard text-based split actions are not available. Only IVR-compatible split actions appear in the editor.
Goal: Let callers choose from a menu using a single keypad digit.
- Supports up to 10 options (digits 0–9)
- Each option maps to one key
- Routes callers based on the digit pressed
Example prompt:
“To make a deposit, press 1. To update your card details, press 2. To cancel your last deposit, press 3. To speak with a representative, press 4. To replay this message, press 5.”
- Add a Wait for Menu Selection split action.
- Enter labels for each menu option.
- (Recommended) Set a result name.
- Connect each option to the next step.
menu_choice), you can reference it later as @results.menu_choice.
Goal: Collect structured numeric input such as IDs or reference numbers.
- Collects multiple digits via keypad
- Caller must press # to submit
- Supports validation rules
Example prompt: “Please enter your member ID number, followed by the pound key.”
- Add a Wait for Multiple Digits split action.
- Select validation rules (length, pattern, starts with).
- Assign a result name to store the value.
- Route valid and invalid inputs.
Goal: Record a voice message from the caller.
- Plays a beep
- Records the caller’s voice
- Saves the recording as a flow result
Common use cases include feedback collection, open-ended responses, and voicemail-style messages.
- Add a Play Message explaining what the caller should say.
- Add a Wait for Audio split action.
- Save the recording as a result.
You can listen to recorded audio from:
- The flow’s Results page
- The contact profile (phone icon next to “Made a recording”)
- Exported results (open the recording URL)
Common Issues & Quick Fixes
Menu selection does not route correctly
- Confirm each option is connected.
- Ensure prompts clearly explain which digit to press.
- Avoid duplicate or empty menu entries.
Multiple digit input is rejected
- Check validation rules.
- Confirm callers press # to submit.
- Add a fallback for invalid input.
No audio is recorded
- Use Wait for Audio, not messaging splits.
- Confirm the caller hears the beep.
- Check Call Logs for dropped calls.
Callers get stuck in a split
- Ensure all branches are connected.
- Configure retries or timeouts.
- Provide a clear exit or handoff.