Trigger: IVR Option Selected

The IVR Option Selected trigger fires every time a caller presses a key inside an IVR menu. Leave it generic for any key, or filter it down to a specific digit or menu node — branching your automation by the caller's choice.

When to use it

• Log the call reason in the CRM based on the option picked ("1 = Sales", "2 = Support").
• Fire a different team notification depending on the digit.
• Feed reporting on which IVR options get used most.

Requirements

The IVR module with at least one menu configured, and the Call triggers category enabled on your plan.

Filters available

• Specific channel, Direction.
• Specific digit: blank = any key.
• Specific IVR menu node.

Variables available

• $ivr.digit: the key pressed (e.g. "1")
• $ivr.option_label: the label you gave that option (e.g. "Support")
• $ivr.menu_node_id: the menu node where the choice was made
• $call.* and contact variables

How to build it

1. Go to Workflows → New workflow.
2. Drag a Trigger node → pick IVR Option Selected (under Call triggers).
3. Filter by specific digit if you want one workflow per option (e.g. one just for "2 = Support").
4. Add actions like Notify team using $ivr.option_label.
5. Save and activate.

Example

Workflow "Route IVR to Support": fires on digit "2" → Notify team (Support space): 📞 {{call.from}} chose {{ivr.option_label}} on the IVR.

Tips

Build one workflow per important digit instead of a single one with many conditions — it's easier to maintain and read in the Workflows list.

Troubleshooting

If $ivr.option_label comes back empty, check that the option has a label configured in the IVR editor; without a label you'll only get the raw digit.