> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/smart-receptionist/content-settings/content-section/keypad.md).

# 7. Keypad

Keys callers can press instead of speaking, and the fallback menu when the AI is unavailable. Phone only.

{% hint style="info" %}
**Phone only.** The keypad (DTMF) menu doesn't apply to web chat or WhatsApp.
{% endhint %}

The keypad lets callers **press a key instead of speaking**, for example 1 for Sales. It's also the **fallback**: when the AI can't answer, the receptionist reads the keypad options out as a classic menu.

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2FAwFKCrUmKCkc8OItP3w9%2Fsr2-c07-keypad-key-expanded.jpg?alt=media&amp;token=25db5ada-62da-4d35-8084-8c1f8633738a" alt="A key opened in Content → 7. Keypad"><figcaption><p>A key opened in Content → 7. Keypad</p></figcaption></figure>

## Fields per key

| Field                              | Options                                                                                                       |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------- |
| **Key** (required)                 | 1–9, 0, `*` or `#`                                                                                            |
| **Connects to**                    | **not used** · **a topic** · **a department** · **a colleague** · **the front desk** · **the emergency line** |
| **Topic / Department / Colleague** | Shown when you pick that target.                                                                              |

The Guided Setup fills keys 1, 2, 3… with the departments in the order of 3. Departments, and **key 0** with the front desk (*reception*) if it has a number. Keys you don't need show **not used**.

## How it shows on a call

| Situation                | What the caller hears                                                                                                                                                                                                                     |
| ------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| A keypad menu exists     | Optionally the **Keypad hint** (11. Phrases), for example *"If you know the key for your topic, you can press it at any time."*, before the opening question.                                                                             |
| The caller presses a key | They're connected to that key's target straight away, without speaking.                                                                                                                                                                   |
| The AI doesn't answer    | **Receptionist unavailable** (*"I'm having trouble understanding you right now."*), then the menu: **Keypad menu: introduction** (*"Please choose from the following options."*) and one line per key, for example *"Press 1 for Sales."* |

The menu lines are always spoken as written, so check them in 11. Phrases for every language you offer.

{% hint style="success" %}
**An emergency key works without AI recognition.** With a key set to **the emergency line**, callers can always reach it, even if *What counts as an emergency here* in 9. Emergencies is empty.
{% endhint %}