Key Press Flows (IVR)

What Key Press Flows Are

Key Press Flows let callers and external agents control a
call by pressing digits on their keypad. Each flow maps
one key (1-9, *, or #) to a set of actions, such as
applying a disposition, running call control actions, or
re-routing the call to another buyer. Flows are organized
into Key Press Flow Groups, and the group is what gets
assigned to the records that use it.

Where Groups Are Used

• Call routers: a router whose action requests a key press plays its prompt and waits for a digit. The router's "Press 1 Timeout" setting controls how many seconds the system waits after the message plays before moving on.
• Buyers: a buyer that forwards to an external call center can enable "Forwards To External Agent?" and assign a flow group, letting that external agent press keys to control the call.
• Numbers: a tracking number can enable keypress call controls, which is useful when calls are forwarded to the number from another call center.

What Each Flow Configures

• If This Key Is Pressed: the digit that triggers the flow.
• Manage Filters: the flow only matches when the call's data matches the filters, so the same digit can do different things on different calls.
• Manage Extra Tokens: data applied to the call when the key is pressed.
• Apply This Call Disposition And End The Call: tag the call with a disposition and finish it.
• Call Control Actions: run actions when the key is pressed, such as muting or holding the consumer, blocking the caller, or playing audio.
• Continue Call Routing: rerun call routing and dial the next available agent or buyer. Any live agents or buyers are disconnected. Turning this on clears the disposition and call control action settings, since they are mutually exclusive.
• Actions: attach actions, such as webhooks, that run when the key is pressed.
• Buyer conference time limit: only run the flow's actions if the buyer has been in the conference for less than the configured number of seconds. This guards against accidental key presses late in a call.

Runtime Behavior

When a digit arrives, the system finds the flow in the
group whose key matches and whose filters match the call.
If no flow matches, the caller is prompted to press a key
again. Groups also offer "Redirect No Key Press", which
redirects to the "When nothing is pressed" flow if the
caller does not press a key. Every key press and the
actions it triggered are written to the call log.