IVR node: Submenu (reuse)

The Submenu (reuse) node lets you insert, inside an IVR flow, the phone menu you already built on another calling channel in the same workspace. Instead of recreating the same option tree on every channel, you point at the original channel and the IVR workflow editor runs that sub-flow automatically when the call reaches this node.

Requirements

• At least two calling channels in the same workspace: one with the sub-flow already saved and published, and one where you'll place the Submenu.
• The referenced sub-flow must start with a simple node (Schedule, Condition, Contact Lookup, Branch, Track event) and end in a terminal action (Hung up, Route to user, Route to team, Route to AI, or Voicemail). A sub-flow that starts by asking the caller to press a digit or speak is not supported yet.
• The referenced sub-flow cannot contain, anywhere along its path, another Submenu (reuse) node: the engine only recognizes the simple nodes listed above as intermediate steps on the way to the terminal action. If it encounters a nested Submenu, it exits via error.

Steps

1. Open Settings → Channels, go into the calling channel, and open its IVR workflow editor.
2. Drag the Submenu (reuse) node from the Nodes panel onto the canvas.
3. In the Inspector, pick the channel under Channel with sub-workflow.
4. Connect the node's input to the point in the flow where the submenu should be inserted.
5. Wire the error output to a fallback message + Hung up, in case the referenced channel is deleted, its sub-flow becomes incompatible, or it contains a nested Submenu.
6. Save and publish the flow.

Configuration

• Channel with sub-workflow: the channel whose saved IVR runs at this point.

Example

You have an identical "business hours" menu on three channels (sales, support, billing). Build it once on an auxiliary channel, then drop a Submenu node on the other three pointing at that channel instead of repeating the same nodes three times.

Tips

• Nesting a Submenu inside another sub-flow isn't supported today: if the referenced sub-flow itself contains another Submenu (reuse) node, the engine treats it as a disallowed type inside the sub-flow and exits via error immediately — no real nesting level ever actually executes. Always wire the error output to a fallback message to cover this case.
• Changes to the original channel automatically apply to every channel referencing it, so review the blast radius before editing it.

Troubleshooting

• Call exits via error: the referenced channel was deleted, has no saved IVR, its first node requires the caller to press a digit or speak, or the sub-flow contains a nested Submenu — change the sub-flow or its entry point.
• Nothing happens / call drops unexpectedly: make sure the error output is wired to something (a message + Hung up) so the caller never sits in silence.