Set up inbound IVR

Route incoming calls on a shared phone number to different templates based on the caller's stated intent.

When multiple templates share the same inbound number, Breeze Buddy can ask the caller which service they want and route accordingly. The menu is synthesised at runtime from each template’s IVR fields — no pre-recorded audio.

Steps

1. Map both templates to the same number

Assign the same outbound_number_id to each template you want on the IVR. The number must already be registered for inbound with your provider.

2. Add IVR fields to each template

Each template needs three fields under configurations:

{
  "configurations": {
    "ivr_greeting": "Press 1 or say Sales to speak with our sales team.",
    "ivr_goodbye": "We didn't catch your selection. Please call again.",
    "ivr_priority": 1
  }
}

{
  "configurations": {
    "ivr_greeting": "Press 2 or say Support to reach customer support.",
    "ivr_goodbye": "No selection received. Goodbye.",
    "ivr_priority": 2
  }
}

Lower ivr_priority is spoken first.

3. Test by calling

Dial the inbound number. The IVR agent speaks: “Welcome! Press 1 or say Sales to speak with our sales team. Press 2 or say Support to reach customer support.” Respond with “Sales” — the system transfers you to the sales template.

Single-template bypass

If only one template is mapped to a number, the IVR menu is skipped entirely. The caller is connected straight through. This means you can develop with one template and add the second later without IVR-specific config.

No-input handling

If the caller says nothing within the idle timeout, the IVR plays the ivr_goodbye of the highest-priority template and hangs up. Tune user_idle_configuration on the template if the timeout is too short.