Aircall displays the IVR option selected by an external caller directly in Aircall Workspace. This allows agents to immediately see which key the caller pressed when dialing an IVR enabled number, providing additional context before and during the conversation.
How the selected IVR key is displayed
When a call is received by an agent, the IVR option chosen by the caller is shown in the call view.
For example, an IVR may include the following options:
Key 1
Key 2
A fallback flow for callers who press an invalid key or who do not select any key
In these cases, the agent can clearly see which IVR key the caller selected when the call is connected.
Calls with no key or an invalid key
If a caller does not select any key or presses an incorrect one, the call is routed to the wrong or no input branch configured in the Smartflows number.
In this scenario, the agent’s view in Aircall Workspace shows No or Wrong Input, indicating that the caller did not select a valid IVR option and was routed through the corresponding fallback branch.
This visibility helps agents understand how the caller navigated the IVR and respond more effectively once the call is connected
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