Add Extensions and Dial-by-Name to Smart Call Flows IVR
I
Identical Pelican
As a Salesmsg user, I want to be able to configure extensions and a dial-by-name directory within the Smart Call Flows IVR builder, so that callers can reach specific individuals or departments directly without being limited to the current 10 numeric keypad options.
For larger organizations or teams with many members, 10 options are insufficient for direct routing. Callers are forced through multiple menu layers or generic queues, which degrades the customer experience.
Created by Susie Trent
Chris Brisson
Hello Identical Pelican — thanks for sharing this, super helpful context. Totally hear you on the 10 keypad option limit being tough for larger teams and forcing extra menu layers. I’m going to pass this along to the team to review, and we’ll follow up once we have more info.