Key menu: "press 1 for …"

When a key menu makes sense

If you have clearly separated departments — support, accounts, sales — it can be faster for the customer to press a key than to explain themselves.

If you do not, leave it out. A menu with two options is an obstacle, not a help.

How to set it up

1. Go to Settings → Telephony.
2. Find the key menu and click Add item.
3. Write what should be said — for example "press 1 for support" or "press 3 for accounts".
4. Choose what the key does: transfer to a number, or let the assistant take the conversation.

Advice that works

• Three or four items at most. Nobody remembers more after hearing them once.
• Say the number last: "For support, press 1" — not "Press 1 for support". The customer is listening for the task, not the number.
• Let the assistant take the rest. An item called "anything else" that goes to the assistant catches everyone who does not fit the boxes.