IVR Navigation lets your agent handle the automated menus it meets when calling
another business. “Press 1 for sales, press 2 for support” is a wall for most voice
agents. This skill lets yours press the key and keep going.
It applies to menus your agent calls into. It does not build a menu for your own
inbound callers.
Set it up
On the agent’s Basic Information tab, click IVR Navigation under Choose
Skills. Two fields, both required.
Goal is what the agent is trying to reach on the other side of the menu. Write it
the way you would tell a person. “Reach the accounts payable department” works better
than “billing”.
Maximum menu selections is how many menu options the agent may go through before
stopping.
How it behaves
The agent listens to the options, presses the matching key, and keeps track of where
it has been so it does not go in circles. If it reaches a dead end it will try to go
back or start again.
The maximum is the safety net. It stops an agent burning a whole call inside a menu
tree that has no route to your goal.
Menus change. If a route stops working, the menu on the other end probably moved,
and the fix is usually a clearer goal rather than more selections.
Where to go next
