Capture DTMF Input from User

Let callers enter information via phone keypad presses instead of voice.

Sometimes callers prefer to provide information via DTMF (phone keypad presses) rather than speaking — for example, when entering a PIN in a public place.

DTMF input from users is captured and included in the agent’s context by default. To use it, simply prompt the agent to ask for the information via keypad.

Example prompt:

Please enter your PIN number using the keypad. You can finish by pressing the pound key.

DTMF Input Completion Options

Configure when the agent considers DTMF input complete. These options are under Call Settings:

Option	API field	Description
Digit Limit	user_dtmf_options.digit_limit	Maximum digits the user can enter. Input completes when limit is reached.
Termination Key	user_dtmf_options.termination_key	A key (#, *, or any digit) that signals end of input.
Timeout	user_dtmf_options.timeout_ms	Milliseconds to wait after the last digit before timing out. Resets with each new digit.