The native path, for orgs on Agentforce Contact Center with Salesforce Voice telephony. Confirm Enhanced Omni-Channel is enabled first, because the IVR settings depend on it.
- Open the inbound Omni-Channel flow
From Setup, enter Flows in the Quick Find box, select Flows, and open the flow tied to your voice channel. No flow yet? Click New Flow and pick Omni-Channel Flow.
- Add Play Prompt
In the canvas, click to add Play Prompt, then give it a name, description, and Timeout Length. Set Prompt Type to Message and pick a language and voice profile, or Media for a pre-recorded file. Preview Voice plays it back.
- Define the responses and the timers
Toggle Response Details on. Under Define Dual Tone Multi Frequency (DTMF) Response Values, click Add Values and enter each input you expect. Set Minimum and Maximum Input Length to match, both 1 for a single-digit menu. Then set Response Timeout and Digit Response Timeout.
- Branch and route
Add a Decision element off the captured output resource, then close each branch with Route Work on the Phone service channel. Give every branch a fallback queue.
- Connect it and place real calls
Attach the flow to the voice channel under Communication Channels, then test each branch live, including the silent caller and an unlisted digit.
How long the element waits for input before it retries the prompt.
The inputs you expect, such as 1 for disputes and 2 for servicing.
How many digits count as a complete answer. A single-digit menu sets both to 1.
The language and synthesized voice that reads a Message prompt.
- Minimum and Maximum Input Length have to match the answer you asked for. Collect a six-digit account number with the maximum at 1 and you capture one digit.
- Play Prompt validates the entry against the DTMF Response Values list. Offer a digit in the prompt that the list omits and the caller just hears the prompt again.
- Test the no-input path deliberately. Callers set the phone down, Response Timeout fires, the prompt replays. Decide what happens on the third pass.
Keep the related term in your library so you can find this topic again.