Question 1

What is IVR navigation and why does it matter?

Accepted Answer

IVR navigation allows your AI agent to call third-party numbers, such as suppliers, government offices, or partner services, and navigate their phone menus automatically to reach the right department on your behalf.

Question 2

Does the agent handle both DTMF keypress menus and voice-response IVRs?

Accepted Answer

Yes. The agent supports both tone-based (press 1 for...) and voice-command (say 'billing' for...) IVR systems, adapting in real time to what the destination system requires.

Question 3

Can the agent handle being placed on hold?

Accepted Answer

Yes. Agents detect hold music and wait patiently, resuming the conversation automatically when a human or the next menu step is detected.

Question 4

How do I configure an IVR navigation path?

Accepted Answer

You define the expected menu flow in the agent's configuration, specifying which option to select at each step. Agents also handle unexpected menu changes with a configurable fallback strategy.

Break through phone trees automatically

Navigate IVR is included in every plan.

Navigate IVR questions