Create an IVR or Phone Tree Menu with Twilio Studio

Twilio Studio allows you to drag and drop widgets to build a number of different call flows. Here are steps for creating a simple incoming call menu tree flow, and configuring it for use on your Twilio number.

Create an IVR or Call Menu Flow

  1. Login to your account at www.twilio.com.
  2. From the left side navigation bar, click Studio Icon_02-Studio.png.
  3. Click the + sign Icon_03-New.png icon to create a new flow.
  4. Enter the desired name, and then click Add Flow.
  5. From the Widget Library on the right, drag and drop the following widgets into the flow:
    B_01_widgets_A.png 
    • Gather Input On Call
    • Split Based on (one each for DTMF keypress collection or Speech recognition)
    • Connect Call To (one for each forwarding destination)
  6. Click the Gather Input on Call widget, and then edit as desired:
    B_02_gather.png 
    • Config tab: Enter a message or audio file url to play, and then select the desired options.
    • Transitions tab: Click the IF USER PRESSED KEYS (DTMF keypresses) or IF USER SAID SOMETHING (speech recognition) drop-down menu, and then select the corresponding Split Based On widget.
  7. Click the Split Based On widget, and then edit as desired:
    B_03_split.png 
    • Config tab: Click the VARIABLE TO TEST drop-down menu, and then select the corresponding option from the previous Gather widget - .Digits (DTMF keypresses), or .SpeechResult (speech recognition).
    • Transitions tab: Click New Transition to create a new mapping, and then select Equal To from the first drop-down menu, enter the expected input for the VALUE field, and select the desired destination widget for this result from the THEN TRANSITION TO drop-down menu. Click Save when finished.
  8. Click the Connect Call To widget, and then enter the destination phone number for forwarding your calls in the PHONE TO CALL field.
    NOTE: We recommend using E.164 formatting for this number, which requires a + sign, followed by the country code, area code, and phone number. Check our Lookup tool if you’re unsure.
    B_04_connect.png 
  9. Click and drag the Trigger widget’s Incoming Call lead to connect it to the first Gather Input On Call widget. All other leads should already be connected, but review now.
    B_05_transition.png 
  10. Click Save. Studio Plus users, click Publish.

Activate a Flow on a Twilio Number

When your flow is published, it can then be configured to handle incoming phone calls or text messages for Twilio phone numbers that support these products. Here’s how to add your flow to a phone number:

  1. Login to your account at www.twilio.com.
  2. Click Phone Numbers Icon_05-Numbers.png.
  3. Click the desired phone number.
  4. Add your Studio flow for incoming Voice calls:
    B_06_number.png 
    • ACCEPT INCOMING: Voice Calls
    • CONFIGURE WITH: Webhooks, TwiML Bins, Functions, Studio, or Proxy
    • A CALL COMES IN: Studio Flow
      • Select the desired flow.
  5. Click Save.

 

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