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Many businesses use automated phone systems (IVRs). These systems require pressing a number before they route a call to the right person. Keypad navigation lets the AI press keys in response to those menus automatically.

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How it works

Keypad navigation is a single on/off toggle. There is no key sequence to configure. When you turn it on, the AI listens for menu prompts during the call. It chooses which key to press from the conversation context: your call script and the contact’s name on the list. If you need the AI to make specific keypad choices, describe them in your call script. For example: “press 1 to reach the sales department”. The AI will follow the instruction the same way it follows the rest of the prompt.

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Limitations

  • Keypad navigation works for dual-tone multi-frequency menus, the standard for most interactive voice response systems
  • It cannot interpret menus that ask the caller to speak (“Say your account number”)
  • For complex multi-level trees, test thoroughly with a test call before launching