Documentation / Agent tools
Keypad tones (press digits)
Send keypad tones on the caller’s behalf, e.g. to navigate a menu.
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The keypad tones tool lets the agent press digits (0-9, *, #) during the call, for example to navigate an automated menu on the caller's behalf.
When to use#
Use it when a call flow requires entering digits into an upstream system or menu.
Prompt example#
"If an automated menu asks for a department, send the digits for support (for example, 2)."
Note: the agent sends the tones and continues; it does not wait for the menu to respond.