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The Press Digit Node is used to navigate through IVR (Interactive Voice Response) systems. When in this node, the agent will not speak. Instead, it evaluates whether it should press a digit and determines which specific digit to press. The node evaluates whether to press a digit each time the user (IVR system) finishes speaking. This timing is also affected by the detection delay setting. If a digit press is needed, the agent will infer the appropriate digit and press it.

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Configure Press Digit Behavior

1

Setup IVR Navigation Instructions

Provide clear instructions so the agent knows whether and what digit to press. Include keywords or phrases to listen for, as well as which ones to avoid.Sample prompt:
 Your goal is to reach the scheduling or appointments department.

 Preferred navigation keywords:
 • Scheduling
 • Appointments
 • New patients
 • Front desk

 Avoid:
 • Billing
 • Referrals
 • Medical records
 • Clinical departments

 If you are unsure which IVR option is correct:
 Choose the option most closely related to scheduling or appointments.
2

Configure Detection Delay

Some IVR systems speak slowly, so to make sure the agent does not make any decision prematurely, you can set a delay on pauses to make sure the whole IVR menu is captured. We recommend setting this to 1 second.
3

Configure Transitions

Transitions occur when the IVR system finishes speaking. When writing your transitions, ensure you cover both successful navigation and potential failure scenarios or edge cases.Success scenario: Define when the agent has successfully navigated to the target. For example, write conditions like Reached scheduling department. If the digit press was correct, the IVR response will confirm this.Edge cases: Cover scenarios like getting stuck in loops. For example, write conditions like Menu repeated 3 times to handle repetitive menus.Example transition conditions:
You've reached the scheduling department.

Menu repeated 3 times.

You've reached the wrong department or company.

You've reached an after-hours or voicemail message.

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Rest of Node Settings

  • Global Node: read more at Global Node
  • LLM: choose a different model for this particular node. Will be used for determining whether and what digit to press.