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

# Phone menu

> Answer calls with a short menu, like "For reservations, press 1", and send each key to a call group, another number, a voice agent, an outside number or voicemail.

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.

## 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.

## 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](#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**.

## Greeting

### 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.

### 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.

> [!WARNING]
>
> After the start of call announcement, callers hear only your recording. Conduit doesn't read the option lines, so the recording has to say the choices and their keys itself, in the same order as your options.

You still name each option. The names show on the number's card and on call group pages, but callers don't hear them.

## What callers hear

The menu plays in this order:

1. Your workspace's [start of call announcement](https://docs.conduit.ai/setup/channels/call-routing-and-forwarding.md#workspace-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.

## Where an option can send callers

| Choice | What happens |
| - | - |
| A call group | The group's members ring, using the group's ringing behavior and voicemail timeout. |
| One of your numbers | Conduit routes the call the way it routes calls to that number, using its call group, forwarding, fallback and VoiceAI schedule. That number's start of call announcement doesn't play. |
| A voice agent | Your VoiceAI agent answers. VoiceAI numbers are listed under **Numbers**, marked **Voice agent**. |
| **Outside number** | The call is forwarded to any phone number, including one that isn't in Conduit. |
| **Voicemail** | The caller goes straight to voicemail. |
| **Repeat menu** | The menu plays again, without the start of call announcement. |

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.

> [!NOTE]
>
> If you delete a call group or number that an option points to, the option shows **Unavailable**. Callers who press its key go to your **If no key is pressed** choice, and you can't save other changes to the menu until you pick a new destination. If the **If no key is pressed** destination is deleted, those callers go to voicemail.

## 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.

## 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](https://docs.conduit.ai/inbox/calls/calls-view.md), a caller who hangs up before choosing an option shows up as a missed call a few minutes later.

## Frequently asked questions

> [accordion] Can callers press 0, \* or #?
>
> No. Options use the keys 1 to 9, in the order they're listed.

> [accordion] Can an option lead to another menu?
>
> No. Numbers whose phone menu is on don't appear in the list. Use **Repeat menu** to play the same menu again.

> [accordion] Why can't a number with a phone menu be in a call group?
>
> The number doesn't ring anyone itself. Its options do. Make the call group one of the menu's options instead.

> [accordion] Can I turn a number with a phone menu into a VoiceAI number?
>
> Turn the menu off first. If you want your voice agent to be one of the choices, keep the menu and point an option at your VoiceAI number instead.

> [accordion] Does the menu change after hours?
>
> No. The same menu plays on every call, at any time of day, and a VoiceAI schedule doesn't take over calls to the number while its menu is on. To give callers your voice agent, point an option at your VoiceAI number.

> [accordion] Can I set up a phone menu through the API or MCP?
>
> No. Phone menus are set up in the Conduit app.


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