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Documentation Index

Fetch the complete documentation index at: https://docs.astradial.com/llms.txt

Use this file to discover all available pages before exploring further.

Menu routing is the heart of your IVR. Each digit maps to a destination. Design it well and callers reach the right person fast.

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Action types

ActionWhat happensDestination format
ExtensionRings a SIP extension4-digit extension number (e.g. 1001)
QueuePlaces caller in a queueQueue number (e.g. 5001)
IVRNests into another IVR menuUUID of another IVR (picked from dropdown)
VoicemailSends to voicemailExtension’s voicemail box
HangupEnds the call immediately(none)
CallbackRecords callback request, ends call(none)
AI AgentConnects to an AI voice botWebSocket URL or AI agent user UUID

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Design guidelines

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Use no more than 4-5 options

Callers can’t memorize long menus. If you have more departments, use nested IVRs. 
Main Menu (max 4 options)
├─ 1. Sales          → Queue 5001
├─ 2. Support        → Nested IVR "Support Menu"
│                       ├─ 1. Technical    → Queue 5011
│                       ├─ 2. Billing      → Queue 5012
│                       └─ 3. Returns      → Queue 5013
├─ 3. Voicemail      → Voicemail 1000
└─ 0. Operator       → Extension 1001

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Use 0 for the operator

Standard convention: 0 always reaches a live person. Callers expect this.

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Use * for “repeat menu” or “go back”

Reserve * for navigation rather than a destination:
  • In a nested IVR — * = go back to parent menu.
  • In the main menu — * = repeat the greeting.
Astradial plays the greeting again on * automatically if no option is assigned.

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Don’t assign all digits

Leave unassigned digits invalid — callers who press them hear “invalid option” and get re-prompted. This is better than accidentally routing a fat-fingered 7 to a production destination.

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Handling no-response

If a caller doesn’t press anything within the Timeout (default 10s), the greeting repeats. After Max retries (1 / 2 / 3 attempts), the call hangs up with a goodbye message. Tune timeout + retries to your audience:
Caller typeTimeoutMax retries
Business customers10s2
Elderly callers15s3
Rushed callers (delivery, etc.)5s1

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Handling invalid input

When a caller presses an unassigned digit, Astradial plays an “invalid option” prompt and re-asks. After the configured max retries, the call is ended with a goodbye. You can customize the invalid prompt via the IVR settings → Invalid prompt field.

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Direct extension dial

Enable Direct extension dial on the IVR settings to let callers punch in any 4-digit extension while the greeting is playing or during the wait period. The call jumps directly to that extension — bypassing the menu. Useful when you have a known caller base (staff, regular clients) who know the extension of the person they want.
Direct extension dial works with numeric extensions only (e.g. 1001, 2342). It does not match patterns or prefix numbers.

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Callback routing

Selecting Callback as the action records the caller’s number and ends the call. They don’t wait on hold — you call them back. How to retrieve callbacks:
  • They appear in the Tickets section of the dashboard, tagged callback-requested.
  • The caller ID and timestamp are preserved.
  • Route your callback queue or bot to process them.

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AI Agent routing

Pick AI Agent to hand the call off to a Pipecat-based voice bot. Two destination formats are supported:
  • WebSocket URL — wss://gateway.astradial.com/ws/your-bot-id
  • AI agent user UUID — refers to an AI agent configured as a “user” in your org (recommended — the WebSocket URL is resolved automatically).

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Nesting IVRs

To build nested menus, create the child IVR first (e.g. “Support Menu” at extension 7011), then in the parent IVR assign a digit with action type IVR and pick the child from the dropdown. Call flow:
  1. Caller hears parent greeting.
  2. Presses 2.
  3. Hears child greeting.
  4. Navigates the child menu.
  5. Reaches the final destination.
Don’t create circular references (IVR A → IVR B → IVR A). Astradial will route the call correctly but callers get stuck bouncing between menus.

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Testing a menu

Before publishing to customers:
  1. Route a test DID (or use click-to-call) to your IVR.
  2. Dial the IVR from your phone.
  3. Press each digit to confirm it routes correctly.
  4. Test no-response and invalid-digit behaviour.
  5. If nested — test the nested path end-to-end.
For CI-style testing, use the originate-AI API to programmatically call the IVR and assert the response.