waveline

Call flows

Phone Menu

Phone Menu nodes create IVR-style choices so callers can press a digit and route themselves to the right branch.

Before you begin

  • Write the menu script before recording audio.
  • Prepare prompt audio for the menu.
  • Decide what should happen on timeout and unrecognized input.

Where to find it

Open the call-flow builder and add a Phone Menu node.

Step-by-step

  1. Add the Phone Menu node to the canvas.
  2. Attach the prompt audio that explains the available choices.
  3. Add digit options for the routes callers can press.
  4. Set the timeout. The builder stores this in seconds and converts it for routing.
  5. Connect every digit option to the correct next node.
  6. Connect timeout and unrecognized-input branches so callers do not get stranded.
  7. Save and publish the flow.

What happens next

  • Default new menus include timeout and unrecognized-input handles.
  • Callers who press a configured digit follow that branch.
  • Callers who wait too long or press an unsupported digit follow the fallback branches you connect.

Best practices

  • Use no more choices than callers can remember.
  • Say the most common option first.
  • Route emergencies or revenue-critical calls to a person quickly.

Troubleshooting

  • If saving fails, confirm prompt audio is attached.
  • If a digit does nothing, check that the option exists and is connected.
  • If callers loop, review timeout and unrecognized-input branches.
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Ring users