Phone menu

A phone menu answers calls to a number and lets callers pick where they go by pressing a key. Callers hear something like:

Thanks for calling Seaside Rentals. For reservations, press 1. For guest services, press 2.

Each number has its own menu, set up from the number’s card under Settings > Phone under Channels.

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Before you start

• The menu goes on a regular Conduit phone number. VoiceAI numbers can’t have one, but a menu option can send callers to your voice agent.
• The number can’t be in a call group. Take it out of its call group first, then make that group one of the menu’s options.
• You need the Manage Channels permission.

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Set up a phone menu

1. Go to Settings > Phone under Channels.
2. On the number’s card, expand Advanced and click Set up next to Phone menu.
3. Under Greeting, choose Text to speech or Recording. See Greeting below.
4. Under Options, name the first option, for example Reservations, and choose where it rings.
5. Click Add option for each extra choice. A menu can have up to 9 options.
6. Under If no key is pressed, choose where callers go when they don’t pick an option. It starts as Voicemail.
7. Click Update in the Unsaved changes bar.

The menu is live as soon as you save. The switch next to the page title shows whether it’s On.

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Greeting

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Text to speech

Conduit reads your greeting, then one line for each option, for example “For Reservations, press 1.”

• Greeting starts as “Thanks for calling” followed by your workspace name. Change it if callers know you by a different name.
• Voice sets who reads the menu and in which language. There are voices in English (US, UK and Australia), Spanish (Spain, Mexico and US), French (France and Canada), German, Italian, Portuguese (Brazil and Portugal), Dutch, Danish, Swedish and Norwegian. The “For …, press …” lines are read in the voice’s language, so write your greeting and option names in that language too.

The What callers hear box shows the full script as you type. Click Play to hear it in the voice you picked.

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Recording

Use your own audio instead of a text-to-speech voice. Click Upload to add an MP3 or WAV file up to 10 MB, or click Record to record one in your browser, up to 2 minutes. You still name each option. The names show on the number’s card and on call group pages, but callers don’t hear them.

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What callers hear

The menu plays in this order:

1. Your workspace’s start of call announcement, if you’ve set one. It’s read by the voice set under Text to speech, even when you use a recording.
2. Your greeting and options, or your recording.

Keys follow the order of your options, starting at 1. Drag an option to move it and the keys renumber to match. Callers get two tries. If they don’t press anything within 5 seconds of the menu finishing, it plays again. If they press a key that isn’t an option, the menu plays again. With text to speech, they first hear a short line in the voice’s language, like “Sorry, that’s not an option.” After the second try, the call goes to your If no key is pressed choice.

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Where an option can send callers

Enter outside numbers in international format, for example +14155552671. Repeat menu isn’t available for If no key is pressed. The list also leaves out the number you’re editing and any number whose phone menu is on, so one menu can’t lead to another.

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Turn a menu off

Switch the toggle next to the page title to Off and click Update. Your greeting, recording and options are kept, and the Phone menu row on the number’s card shows Off until you turn the menu back on. With the menu off, calls to the number follow its normal settings again, like Fallback and Forward. If you took the number out of a call group to set up the menu, add it back to the group.

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Where else the menu shows up

• On the number’s card, a Phone menu badge appears next to the number, and the Phone menu row lists your option names. Fallback, Forward, Ring time and Start of call announcement are greyed out while the menu is on. Their saved values are kept.
• On a call group’s page, every menu option that rings the group is listed under Phone numbers, in a Reached from phone menus section, with the key callers press. A menu whose If no key is pressed choice is the group shows there too. Click a row to open that menu. You change the menu from its own page, not from the call group.
• In the Phone view, a caller who hangs up before choosing an option shows up as a missed call a few minutes later.

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Frequently asked questions