Building IVR Menus

Overview

Interactive Voice Response (IVR) menus allow callers to navigate options using their phone keypad. Hamsa makes it easy to build sophisticated IVR systems that combine traditional DTMF menu navigation with AI-powered conversation.

What You’ll Learn:

Building traditional IVR menus with DTMF
Combining IVR with conversational AI
Best practices for menu design
Advanced multi-level menu structures
Accessibility and user experience

IVR Fundamentals

What is IVR?

IVR (Interactive Voice Response) is a telephony technology that allows callers to interact with a phone system through voice or keypad input. In Hamsa, you can build IVR menus using:

DTMF (Dual-Tone Multi-Frequency) - Keypad button presses
Natural Language - Spoken responses understood by AI
Hybrid - Combination of both

DTMF Keys Available

Standard Keys:

0-9 - Numeric keys
* (Star) - Often used for “back” or special functions
# (Pound/Hash) - Often used for “confirm” or “submit”

Common Conventions:

0 = Operator/Human Agent
1-9 = Menu options
* = Go back/Previous menu
# = Confirm/Submit/Continue

Let’s build a basic menu: “Press 1 for Sales, Press 2 for Support”

Create Flow Agent

Navigate to Agents → Create New Agent → Flow Agent

Configure Start Node

Set the greeting message:

"Thank you for calling Acme Corporation.
Press 1 for Sales, or Press 2 for Support."

Add DTMF Transitions

On the Start node:

Click Add Transition
Select DTMF as transition type
Click key 1 on the keypad
Label: “Press 1”

Create Sales Node

Add a new Conversation node
Connect the “Press 1” transition to it
Set message: “Connecting you to Sales…”

Repeat for Support

Add transition for key 2
Create Support node
Connect transition

Test

Test the flow by pressing 1 or 2 during the greeting

Flow Diagram:

Adding Natural Language Fallback

Enhance your menu to accept both DTMF and spoken responses:

Start Node:
  Message: "Thank you for calling Acme Corporation.
           Press 1 or say 'Sales' for our sales team.
           Press 2 or say 'Support' for customer support."

  Transitions:
    - Type: DTMF, Key: 1 → Sales Node
    - Type: DTMF, Key: 2 → Support Node
    - Type: Natural Language, Condition: "caller mentions sales" → Sales Node
    - Type: Natural Language, Condition: "caller mentions support" → Support Node
    - Type: Always (Fallback) → Clarification Node

Hybrid Approach Benefits:

Accessible to users who prefer keypad
Natural for users who prefer speaking
Faster navigation for power users
Better accessibility compliance

Build a comprehensive support system: Level 1: Main Menu

Main Menu Node:
  Message: 'Welcome to Acme Support.
    Press 1 for Product Support.
    Press 2 for Billing Questions.
    Press 3 for Technical Support.
    Press 0 to speak with an operator.'

  Transitions:
    - DTMF: 1 → Product Support Menu
    - DTMF: 2 → Billing Menu
    - DTMF: 3 → Technical Support Menu
    - DTMF: 0 → Operator Transfer

Level 2: Product Support Sub-Menu

Product Support Menu:
  Message: "Product Support.
           Press 1 for Software Products.
           Press 2 for Hardware Products.
           Press 3 for Accessories.
           Press * to return to the main menu."

  Transitions:
    - DTMF: 1 → Software Support
    - DTMF: 2 → Hardware Support
    - DTMF: 3 → Accessories Support
    - DTMF: * → Main Menu

Level 3: Specific Product Support

Software Support Node:
  Message: "Software Support.
           Press 1 for installation help.
           Press 2 for licensing questions.
           Press 3 for troubleshooting.
           Press * to go back."

  Transitions:
    - DTMF: 1 → Installation Agent
    - DTMF: 2 → Licensing Agent
    - DTMF: 3 → Troubleshooting Agent
    - DTMF: * → Product Support Menu

Visual Flow:

Main Menu
├─ 1: Product Support
│  ├─ 1: Software
│  │  ├─ 1: Installation
│  │  ├─ 2: Licensing
│  │  └─ 3: Troubleshooting
│  ├─ 2: Hardware
│  └─ 3: Accessories
├─ 2: Billing
├─ 3: Technical Support
└─ 0: Operator

Don’t Go Too Deep

Maximum 3 levels recommended
Users get lost beyond 3 levels
Each level increases abandonment risk
Consider conversational AI for complex routing

When to use deep menus:

Large organization with many departments
Complex product catalog
Specialized support teams
Compliance requirements

When to use conversational AI instead:

Fewer than 10 total options
Options require explanation
User intent is ambiguous
Better user experience desired

Global DTMF Triggers

Create shortcuts accessible from anywhere in the call.

Setting Up Global Shortcuts

Operator Transfer (Always Available)

Create Transfer Node

Add a Transfer Call node to your flow

Enable Global Mode

In node settings:

Toggle Global ON
Select trigger type: DTMF
Choose key: 0

Configure Transfer

Phone number: +1-800-OPERATOR
Message: “Transferring you to an operator…”

Result: Users can press 0 at any point to reach an operator.

Common Global Shortcuts

Global Shortcuts:

Press 0: Operator Transfer
  Type: Transfer Call Node
  Global: Yes
  DTMF Key: 0
  Message: "Connecting you to an operator..."

Press 9: Repeat Menu
  Type: Conversation Node
  Global: Yes
  DTMF Key: 9
  Message: "Main menu: Press 1 for Sales, 2 for Support..."

Press *: Go Back
  Type: Router Node
  Global: Yes
  DTMF Key: *
  Logic: Return to previous menu (context-aware)

Press #: Main Menu
  Type: Conversation Node
  Global: Yes
  DTMF Key: #
  Message: "Returning to main menu..."

Global Triggers Best Practices:

Always offer 0 for operator
Use 9 for menu repeat
Use * for back/previous
Use # for main menu/start over
Announce these options in welcome greeting

Time-Based Routing

Route calls differently based on time of day:

Start Node:
  Message: "Thank you for calling Acme Corporation."

Router Node: Time Check
  Conditions:
    - {{current_weekday}} IN ["Saturday", "Sunday"] → Weekend Menu
    - {{current_time}} < "09:00" → After Hours Menu
    - {{current_time}} > "17:00" → After Hours Menu
    - Always → Business Hours Menu

Weekend Menu:
  Message: "Our offices are closed on weekends.
           Press 1 to leave a message.
           Press 2 for emergency support.
           Press 3 to hear our business hours."

Business Hours Menu:
  Message: "Press 1 for Sales.
           Press 2 for Support.
           Press 3 for Billing."

Offer multi-language support:

Language Selection Node:
  Message: 'Thank you for calling Acme Corporation.
    For English, press 1.
    Para Español, oprima el dos.
    Pour le Français, appuyez sur le trois.'

  Transitions:
    - DTMF: 1 → English Menu
    - DTMF: 2 → Spanish Menu
    - DTMF: 3 → French Menu

English Menu:
  Language: en-US
  Voice: aura-asteria-en
  Message: 'Welcome! How can I help you today?'

Spanish Menu:
  Language: es-MX
  Voice: aura-sofia-es
  Message: 'Bienvenido! ¿Cómo puedo ayudarte hoy?'

Fast-track VIP or urgent calls:

Priority Menu:
  Message: "Thank you for calling.
    If this is an emergency, press 1 now.
    If you're a VIP member, press 2.
    For all other callers, press 3."

  Transitions:
    - DTMF: 1 → Emergency Transfer (Immediate)
    - DTMF: 2 → VIP Verification → VIP Queue
    - DTMF: 3 → Standard Menu

Reduce wait times with callback option:

Queue Status Node:
  Message: 'All agents are currently busy.
    Your estimated wait time is {{estimated_wait}} minutes.
    Press 1 to hold.
    Press 2 to request a callback.
    Press 3 to leave a voicemail.'

  Transitions:
    - DTMF: 1 → Hold Music Node
    - DTMF: 2 → Callback Collection Flow
    - DTMF: 3 → Voicemail Node

Keep Options Short

Good:

"Press 1 for Sales. Press 2 for Support."

Bad:

"If you're interested in learning more about our products, speaking
with a sales representative, getting a quote, or discussing pricing,
please press 1. If you're experiencing technical difficulties, need
help with your account, want to report a problem, or have general
questions about using our service, please press 2."

Why: Callers forget early options by the time you finish.

Limit Options Per Menu

Order Options Strategically

Put most common options first:

"Press 1 for Customer Support (80% of calls)
Press 2 for Sales (15% of calls)
Press 3 for Billing (5% of calls)"

Consider priority:

"If this is an emergency, press 1.
For all other calls, press 2."

Alphabetical can work:

"Press 1 for Accounting
Press 2 for Billing
Press 3 for Customer Service"

Always Provide Operator Option

Include in every menu:

"...or press 0 to speak with an operator."

Why:

Required by many regulations
Accessibility requirement
Handles edge cases
Reduces frustration
Improves satisfaction

Timing Recommendations:

Menu Timing:
  Pause after greeting: 0.5 seconds
  Pause between options: 0.3 seconds
  Pause before repeat: 1.0 seconds
  Wait for input: 5-10 seconds
  Timeout after: 10 seconds

Example:
"Thank you for calling Acme."
[0.5s pause]
"Press 1 for Sales."
[0.3s pause]
"Press 2 for Support."
[0.3s pause]
"Or press 0 for an operator."
[Wait 10s for input]

Repeat and Replay Options

Automatic Repeat:

Menu Node:
  Message: "Press 1 for Sales, 2 for Support."

  Timeout Handling:
    After 10s silence:
      "I didn't receive a selection.
      Press 1 for Sales, 2 for Support, or 0 for an operator."

    After 2nd timeout:
      "I'll transfer you to an operator who can help."
      → Transfer to Operator

Manual Repeat:

Global Repeat Menu Node:
  Global: Yes
  DTMF Key: 9
  Message: 'Main menu: Press 1 for Sales, 2 for Support,
    3 for Billing, or 0 for an operator.'

Error Handling

Invalid Input Handling

Menu Node:
  Message: "Press 1 for Sales or 2 for Support."

Invalid Input Node:
  Message: "I didn't recognize that selection.
           Press 1 for Sales or 2 for Support."

  After 2 invalid attempts:
    "Let me connect you with someone who can help."
    → Transfer to Operator

No Input Handling

No Input Strategy:

First timeout (10s):
  "Are you still there? Press any key to continue,
  or I can connect you with an operator."

Second timeout (10s):
  "I haven't heard from you. I'll transfer you to
  someone who can assist."
  → Transfer to Operator

Third timeout (10s):
  "Thank you for calling. Goodbye."
  → End Call

Wrong Menu Detection:

If caller presses invalid key multiple times:
  "It seems like you're having trouble with the menu.
  Let me connect you to an operator."
  → Transfer

If caller says "operator" or "representative":
  → Bypass menu, transfer immediately

If caller says "I don't know" or similar:
  "No problem! Let me ask you a few questions to help."
  → Conversational routing

Combining IVR with AI

Best of both worlds: structure + flexibility

Hybrid Menu Node:
  Message: "Thank you for calling Acme.
           You can press a number or just tell me what you need.
           Press 1 for Sales.
           Press 2 for Support.
           Or simply tell me how I can help."

  Transitions:
    - DTMF: 1 → Sales
    - DTMF: 2 → Support
    - Natural Language: "mentions sales, pricing, quote" → Sales
    - Natural Language: "mentions problem, issue, help" → Support
    - Natural Language: "any other input" → AI Router

AI Router Node:
  Type: Conversation
  Prompt: "Understand what the caller needs and route appropriately."

  Transitions:
    - Condition: "sales related" → Sales
    - Condition: "support related" → Support
    - Condition: "unclear" → Clarification

Skip menus for known callers:

Entry Point:

Router: Check Caller History
  Conditions:
    - {{user_number}} IN known_customers AND
      {{last_call_reason}} == "support" →
      "Welcome back! Are you calling about the same issue?"
      → Support (skip menu)

    - {{is_vip}} == true →
      "Welcome, {{customer_name}}. How can I help you today?"
      → VIP Agent (skip menu)

    - Always →
      → Main Menu

Let AI handle complex menu structures:

AI Menu Navigator:
  Message: 'What can I help you with today?'

  Agent Prompt: 'The caller can ask for:
    - Sales (route to sales team)
    - Support (ask for product type, then route)
    - Billing (verify account, then route)
    - General info (answer directly)

    Classify their intent and route appropriately.
    If unclear, ask one clarifying question.'

  Transitions: Based on AI classification → Appropriate department

Complete IVR Examples

Example 1: Small Business Reception

Main Menu:
  Message: "Thank you for calling Acme Services.
           Press 1 for our Business Hours and Location.
           Press 2 to Schedule an Appointment.
           Press 3 for Billing Questions.
           Or press 0 to speak with someone.
           You can also just tell me what you need."

  DTMF Transitions:
    1 → Business Info
    2 → Appointment Scheduler
    3 → Billing Department
    0 → Receptionist

  Natural Language:
    "mentions hours, location, address" → Business Info
    "mentions appointment, schedule, book" → Appointment Scheduler
    "mentions bill, payment, invoice" → Billing Department
    Other → Receptionist

Business Info Node:
  Message: "We're open Monday through Friday, 9 AM to 5 PM.
           We're located at 123 Main Street, Suite 100.
           Would you like directions? Press 1 for yes, 2 for no."

  Transitions:
    DTMF: 1 → Send Directions (SMS/Email)
    DTMF: 2 → Main Menu

Example 2: Healthcare Clinic

Main Menu:
  Message: "Welcome to City Health Clinic.
           If this is a medical emergency, hang up and dial 911.

           To schedule or change an appointment, press 1.
           For prescription refills, press 2.
           For test results, press 3.
           For billing, press 4.
           For all other questions, press 5."

  Transitions:
    DTMF: 1 → Appointment System
    DTMF: 2 → Prescription Refills
    DTMF: 3 → Test Results (requires verification)
    DTMF: 4 → Billing
    DTMF: 5 → Nurse Line

Appointment System:
  Message: "Appointment scheduling.
           Press 1 for a new appointment.
           Press 2 to change an existing appointment.
           Press 3 to cancel an appointment."

  Transitions:
    DTMF: 1 → New Appointment Flow
    DTMF: 2 → Change Appointment Flow
    DTMF: 3 → Cancel Appointment Flow

Example 3: E-commerce Order Status

Main Menu:
  Message: "Thank you for calling ShopNow.
           Press 1 to track your order.
           Press 2 for returns and exchanges.
           Press 3 to speak with customer service.

           Or you can say your order number,
           and I'll look it up for you."

  Transitions:
    DTMF: 1 → Order Tracking
    DTMF: 2 → Returns Menu
    DTMF: 3 → Customer Service
    Natural Language: Extract order number → Direct Lookup

Order Tracking:
  Message: "Please enter your order number using your keypad,
           followed by the pound key. Or you can say it."

  DTMF Input Capture:
    Variable: order_number
    Termination Key: #
    Digit Limit: 10

  Transitions:
    Always → Lookup Order Tool → Order Status Response

Testing IVR Menus

Test Checklist

All DTMF keys work
- Test each number (0-9)
- Test * and # if used
- Verify transitions go to correct nodes
Menu audio is clear
- Options easily understood
- Proper pacing between options
- Professional voice quality
Timeouts handled gracefully
- Test silence handling
- Verify repeat behavior
- Confirm timeout transfers work
Error handling works
- Test invalid key presses
- Verify multiple errors escalate
- Check error messages are helpful
Global shortcuts functional
- Test 0 for operator from every menu
- Test * for back if implemented
- Verify shortcuts work globally
Navigation is intuitive
- Users can find what they need
- Menus aren’t too deep
- Back navigation works
- Can return to main menu

Common Issues

Menu Too Long

Keys Not Responding

Problem: DTMF not detectedSolution:

Check DTMF transitions configured
Verify key selection in builder
Test with actual phone (not just browser)
Check network supports DTMF

Callers Getting Lost

Problem: Too many levels or unclear optionsSolution:

Simplify menu structure
Add “press 9 to repeat” option
Provide operator option
Add breadcrumb navigation

Accessibility Considerations

Make IVR Accessible:

Always provide operator option (0)
Support speech input, not just DTMF
Clear, slow menu announcements
Repeat options on request
Handle timeouts gracefully
Provide alternative contact methods

Next Steps

DTMF Features

Deep dive into DTMF capabilities

Data Collection

Collect information with DTMF input

Call Routing

Advanced routing patterns

Flow Agents

Build complex conversation flows

​Overview

​IVR Fundamentals

​What is IVR?

​DTMF Keys Available

​Building Your First IVR Menu

​Simple Two-Option Menu

​Adding Natural Language Fallback

​Multi-Level Menu Structures

​Three-Level Menu Example

​Managing Menu Depth

​Global DTMF Triggers

​Setting Up Global Shortcuts

​Common Global Shortcuts

​Advanced Menu Patterns

​Time-Based Routing

​Language Selection Menu

​Priority Routing Menu

​Callback Offer Menu

​Menu Design Best Practices

​Clear Menu Announcements

​Menu Pacing

​Repeat and Replay Options

​Error Handling

​Invalid Input Handling

​No Input Handling

​Wrong Menu Navigation

​Combining IVR with AI

​Hybrid Menu Pattern

​Smart Menu Skip

​Conversational Menu Navigation

​Complete IVR Examples

​Example 1: Small Business Reception

​Example 2: Healthcare Clinic

​Example 3: E-commerce Order Status

​Testing IVR Menus

​Test Checklist

​Common Issues

​Accessibility Considerations

​Next Steps

DTMF Features

Data Collection

Call Routing

Flow Agents

Overview

IVR Fundamentals

What is IVR?

DTMF Keys Available

Building Your First IVR Menu

Simple Two-Option Menu

Adding Natural Language Fallback

Multi-Level Menu Structures

Three-Level Menu Example

Managing Menu Depth

Global DTMF Triggers

Setting Up Global Shortcuts

Common Global Shortcuts

Advanced Menu Patterns

Time-Based Routing

Language Selection Menu

Priority Routing Menu

Callback Offer Menu

Menu Design Best Practices

Clear Menu Announcements

Menu Pacing

Repeat and Replay Options

Error Handling

Invalid Input Handling

No Input Handling

Wrong Menu Navigation

Combining IVR with AI

Hybrid Menu Pattern

Smart Menu Skip

Conversational Menu Navigation

Complete IVR Examples

Example 1: Small Business Reception

Example 2: Healthcare Clinic

Example 3: E-commerce Order Status

Testing IVR Menus

Test Checklist

Common Issues

Accessibility Considerations

Next Steps