Keypad (DTMF) input

What can the agent do with the keypad?

With keypad input enabled, a phone agent gets two extra abilities:

• Collect digits the caller types - account numbers, order IDs, OTP or 2FA codes. Spoken digits are easy to mishear; typed digits arrive exactly as pressed.
• Press keys itself to navigate an automated phone menu it reaches on an outbound call ("press 1 for billing").

How do I turn it on?

1. Open the agent's settings and enable the "Keypad input (DTMF)" toggle.
2. In the prompt, tell the agent when to use it - for example: "Ask the caller to type their 6-digit account number on their keypad instead of saying it aloud."
3. Publish the agent.

How does digit collection behave?

• If the expected length is known (say, a 6-digit code), capture completes as soon as that many digits arrive.
• If the length is open-ended, the caller presses # to finish.
• If the caller types nothing, the capture times out after a short wait and the agent continues the conversation normally, so a confused caller is never stuck in silence.
• For OTPs and PINs the agent does not read the digits back aloud - it passes them straight to whatever verification you've connected (see: Custom tools and webhooks).

Does this work on web calls?

No - keypad input is a phone-line feature, so it applies to phone calls only. Browser voice calls and web chat have no keypad.