> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# IVR Navigation (Skill)

> Let your agent navigate third-party IVR menus (e.g., “Press 1 for Sales”) to reach a goal.

The **IVR Navigation** skill lets your agent navigate phone menus like:

> “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.

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## Video: IVR Navigation (Skill)

<iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/ZsNK1TM4x_g" title="Video: IVR Navigation (Skill)" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />

***

## 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**.

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## Enable IVR Navigation on an agent

1. Go to **Agents** and select your agent.
2. On the **Basic Information** tab, find **Choose Skills**.
3. Click **IVR Navigation** to add the skill.
4. A **Configure IVR Navigation** dialog opens.

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## 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.

Click **Save** to apply the settings.

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## 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.

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## Where to go next

* **[Agent Skills – Call Routing](/product/features/skills/call-routing)**
* **[Agent Skills – Switch Communication](/product/features/skills/switch-communication)**