The keypad menu lets a phone caller press a key and have the agent act at once, a second or so after the press. It is for phone calls only: website callers have no keypad, and the agent never tells them to press anything.
- Open Agent, then the Keypad tab.
- Under Keys callers can press, press Add a key.
- Choose the Key (0 to 9) and What it does.
- Repeat for each key. Use Remove on a row to delete it.
- Under Tell callers about it, write one sentence naming the key, for example “If your event is in the next 12 hours, press 1 to reach the team.”
- Press Save keypad menu.
What a key can do
- Put them through to the team: uses your transfer number.
- Take a message.
- Tell them your hours and address.
- Book an appointment: offered only if your kind of business books.
- Read the options again.
Details
- The announcement is optional, up to 300 characters, and every phone caller hears it straight after your greeting, before they can speak. Keep it to one sentence.
- A key you have not set gets one short sentence saying it does nothing, never silence.
- With no keys set, a caller who presses one hears that there is no menu and carries on talking to the agent.
It waits for a phone number
With no number answering, the tab says nobody can press a key yet, but you can still write the menu. A put-through key needs a transfer number under Agent instructions; without one, callers leave a message instead.
Does the website widget use the keypad?
No. It is phone only.
Do I have to announce the keys?
No, the announcement is optional. Without it, callers only learn about a key if they press it or your greeting mentions it.