“Press 1 for Sales, press 2 for Support…”This is helpful when your agent calls into (or is transferred into) a business phone system and needs to reach a specific destination.
Video: IVR Navigation (Skill)
How it works
When IVR Navigation is enabled:- The agent listens to the IVR prompts (e.g., “Press 1 for…”).
- It selects menu options (DTMF button presses) to move through the menu tree.
- You provide a Goal that describes what the agent is trying to reach (for example, “Reach Billing” or “Get to a human agent for Support”).
- Once the goal is reached, the agent stays on the line and continues the conversation.
Enable IVR Navigation on an agent
- Go to Agents and select your agent.
- On the Basic Information tab, find Choose Skills.
- Click IVR Navigation to add the skill.
- A Configure IVR Navigation dialog opens.
Configure IVR Navigation
In the Configure IVR Navigation dialog:-
Goal (required)
Describe what the agent should accomplish when navigating the IVR.
Examples:- “Reach the billing department”
- “Get to a live agent in customer support”
- “Navigate to order status”
-
Maximum menu selections (required)
A safety limit for how many menu choices the agent will make while trying to reach the goal.
Tips
-
Write a clear goal
Use a goal that matches how the IVR labels options (e.g., “Billing” vs “Accounts Receivable”). -
Avoid overly broad goals
“Get help” is ambiguous; “Reach Technical Support” is easier to navigate. - Test on the real IVR Call the actual number/menu and confirm the agent reliably reaches the intended destination.