Some phone systems require pressing a digit to continue a call. Your AI receptionist can now handle these situations automatically by dialing DTMF tones (the sounds made when you press numbers on a phone keypad).
This is helpful if you:
Use a call forwarding service that requires pressing 1 to accept calls
Receive collect calls from correctional facilities that require accepting charges
Manage a building where visitors call to be buzzed in
How to set up DTMF tones
1. Go to Agent → Training
From the left sidebar, click Agent, then scroll down to Training.
2. Add instructions for when to dial digits
In your Training section, add a knowledge entry that tells your receptionist what digits to press and under what circumstances.
Example instructions:
"If someone calls from Jackson Correctional Institute, dial 1 to accept the call."
"If you hear 'Press 1 to accept this call,' dial 1."
"If a visitor calls from the building entrance and needs to be let in, dial 9 to unlock the door."
Be specific about the situation so your receptionist knows exactly when to dial.
3. Save your changes and test
Click Save to update your receptionist's training. Then make a test call to confirm it works as expected.
FAQs
Can I use this to let my callers "press 1 for sales, press 2 for billing"?
Can I use this to let my callers "press 1 for sales, press 2 for billing"?
No, the DTMF tones feature is so your receptionist can press buttons to get past menus. With our service, your callers don't need to "press 1" to get options. Instead, the AI can conversationally give the caller options, and the caller can vocally tell the receptionist what they need help with. Most users who prefer this method will edit the greeting to give options.
E.g. "Hi, thanks for calling ABC Company. Are you looking to speak with sales, billing, or are you looking to book an appointment?"