Use the menu node to present menu options to the caller and then make a decision based on the option the caller chooses.

For example, if you accept calls from people looking for locksmith services, you could set up the menu option to ask the caller to choose home, vehicle, or business to help you direct the call to the target that focuses on the segment the caller chooses.

A menu node is one of the nodes you use when you create a call flow. See Call Flows with Ringba for information on creating call flows and using them in your campaigns.

Call flows, including the menu node, are available to admins in all accounts and are included in the price of your subscription. However, if you enable Voice Response, calls going through the call flow incur an additional per-minute fee for the use of the Interactive Voice Agent (IVA). You can see the price for IVA on the Ringba pricing page.

This article contains the following sections:

• Configuring the Menu Node
• Configuring Voice Response
  • Configuring the Next Nodes for Each Keyword
• Configuring Key Tap Response
  • Adding a Play/Say Message to the Menu Node
  • Adding the Next Nodes on Key Presses
• Writing a Good Voice Prompt
• Menu Node with Voice Response FAQ

Configuring the Menu Node

To add the menu node to the call flow, hover your mouse over the white square on the previous node where you want to add the menu node. Click the plus sign (+) that appears and choose Menu from the list.  

Once you add a menu node, click the node to open the panel on the right to configure it. 

The panel includes the following fields:

• Node Name: Enter a label to describe the node. This information is helpful for identifying nodes in the Call Details Report.
  Tip: Enter a descriptive name to help you differentiate this menu node from other menu nodes when you are troubleshooting or reviewing the reporting later.
• Voice Response: 
  • If you toggle ON this switch, callers hear your menu options and respond by speaking their choice aloud. Continue to the Configuring Voice Response section.
  • If you toggle OFF this switch, callers hear your menu options and respond by tapping keys on their device. Go to Configuring Key Tap Response later in this article.

You can also configure the menu node's On Failure option on the call flow canvas by clicking the plus sign that appears when you hover over the On Failure connector. 

A call follows this path if the caller does not respond or gives an invalid or unrecognized response. 
 

Configuring Voice Response

The following fields and controls appear in the menu node configuration drawer if you toggle on the Voice Response switch. If you toggled the Voice Response switch off, go to Configuring Key Tap Response. 

• Data Confirmation: Toggle on this switch to have Ringba read the caller's response back to them and request the caller validate the information. 
  Note: We strongly recommend you enable Data Confirmation to verify the caller’s selected option. This helps ensure accuracy and provides a more reliable experience for both callers and downstream flows.
• Timeout (sec): Enter the number of seconds to give the caller to respond.
• Retries: Enter the number of attempts to give a caller to make a menu selection.
• Plays: Enter the number of times you want the system to say your prompt. 
• Language: Choose the language of the text in the Voice Prompt field.
• Voice: Select which voice you want to read the text in the Voice Prompt field. 
  Tip: You can click the speaker icon next to a voice to hear a sample message.
• Voice Prompt: Enter the message you want the system to read. 
  Tip: Keep your question short since you must also list the keyword options in your message. See Writing a Good Voice Prompt later in this article for ideas. 
• Menu Tag Name: Enter the name of the tag where you want to store the caller's response. The system adds this tag to the call.
• Menu Routes: Add a route for each value the caller can choose and configure the next node. See Configuring the Next Nodes for Each Keyword later in this article.

Configuring the Next Nodes for Each Keyword

When you click the +Add Route button, a row appears. Click the new row to show the configuration controls.

Enter the keyword the caller speaks to follow this route in the Route Keyword field. Click the plus (+) sign at the top, next to the word Empty, to select the node that comes next for this route.  

Configuring Key Tap Response

The following fields and controls appear in the menu node configuration drawer if you toggle off the Voice Response switch. If you toggled the Voice Response switch on, go to Configuring Voice Response. 

• Timeout (sec): Enter the number of seconds to give the caller to enter a response.
• Retries: Enter the number of attempts to give a caller to make a menu selection.
• Plays: Configure the message you want to play. See Adding a Play/Say Message to the Menu node later in this article.
• Menu Tag Name: Enter the name of the tag to capture the caller's input. The system adds this tag to the call and uses the value to control how subsequent nodes process the call. The tag also appears in your reporting and/or payout, tag routing filters. 
• Menu Routes: Configure what happens if the caller chooses each value. See Adding the Next Nodes on Key Presses later in this article.

Adding a Play/Say Message to the Menu Node

Nodes with audio selection let you upload a file or enter text to be played. A play icon appears on the node allowing you to listen to the uploaded file. Playing back entered text is not an option at this time.

For the Play option:

• Plays: Enter the number of times you want the file to play.
• File: Select or upload the audio file you want to play (MP3 or WAV). 
  Tip: After you upload a file, you can access it from the Manage Media > Call Flows screen.

For the Say option:

• Plays: Enter the number of times you want the system to read the text.
• Language: Select the language of the text in the Voice Prompt field.
• Voice: Select which voice you want to read the text in the Voice Prompt field.
• Voice Prompt: Enter the message you want the system to read.

Adding the Next Nodes on Key Presses

A row appears for each digit on the phone pad. Click the plus sign (+) to choose which node the call flow goes to when the caller selects that digit.

If you want to change the order of the options, use the control on the right side of the row to drag and drop row to a new position.

Writing a Good Voice Prompt

Ringba reads the text you write in the Voice Prompt field aloud to the caller to ask them to speak an option and make a selection. If you set up your node to allow retries, Ringba reads the entire text each time it retries. Your voice prompt should be short, direct, and include the specific words callers can say to make a selection.  

Avoid: What type of service do you want?

This example is short and direct, but it does not provide the caller with a list of acceptable words to use. You are unlikely to collect the exact word you need with a question this broad.

Use: Are you looking for health, home, or auto insurance?

This example lists the three keywords the caller can say. You could configure your menu node with these three keywords — health, home, and auto — with the next steps you want for each. 

Avoid: Hello. Please tell us what is the subject of your call today?

This example makes it clear to the caller that they can reply to the message with spoken words, but the instructions are too broad and don't provide options of what words to say. 

Use: Hello. To direct your call, please say one of the following options: sales, customer service, or billing.

This example explicitly tells the user to speak their response and also gives them a list of allowable keywords. This kind of message is likely to collect the information Ringba needs to route the call.

Menu Node FAQ

What happens if the caller doesn't give a correct voice response?

This question covers what happens if the Voice Response switch is toggled on and the caller either does not speak in response to the prompt or says something that doesn't match the Route Keyword.

The caller has the number of seconds you entered in the Timeout (sec) field to begin speaking. If the caller does not begin speaking and you allow retries, the system re-reads the prompt and waits for the number of seconds in the Timeout field again. It repeats this process the number of times you entered in the Retries field or until it gets a response.

If the response is not understandable, the system reads the following message in the Voice you selected:

I am sorry. I didn't understand that. Let's try again.

Again, the system uses the values in the Timeout and Retries field to attempt to get a usable response. 

If the caller never provides a correct response to the prompt, the gather node fails and the call proceeds through the On Failure path of the call flow.

Tip: See Call Flow Solution: Make a Key Tap Contingency Plan for guidance on reverting to a key tap experience if a caller does not give a useful spoken response.

What should I do if I need help with my menu node?

If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.