An AI voice agent should mostly talk, but a few steps work better with a keypad press. Long numbers (order IDs, account numbers, pincodes) are easier to type than to say; "press 1 to confirm" is quicker on a noisy line; and some callers simply prefer pressing a key. Edesy agents accept keypad (DTMF) input alongside speech. Here's when to use it, when not to, and how to phrase it.
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When keypad beats speech
| Situation | Why keypad |
|---|---|
| Order ID, account or consumer number | Long digit strings are misheard in speech |
| Pincode | Six digits, exact |
| Quick confirmation ("press 1") | Fast, works on noisy lines |
| Noisy environments | Markets, roads, factories |
| Callers uncomfortable talking to AI | Pressing a key feels easier |
When not to use it
- Never for PINs, passwords, OTPs or card numbers. Don't collect sensitive credentials on calls.
- Not for open answers (reasons, feedback, addresses); speech handles those better.
- Not as a menu tree. If every step is "press 1, press 2", you've rebuilt an IVR.
How to phrase it
Aap apna order number bol sakte hain, ya keypad par type karke # dabayein.
Order confirm karne ke liye 1 dabayein, cancel karne ke liye 2.
Always offer speech or keypad, not keypad only, unless the step truly needs exact digits.
Examples
- COD confirmation: "press 1 to confirm" as a backup to spoken yes. See COD confirmation: AI call vs WhatsApp vs IVR.
- Order status: type the order ID for a lookup. See AI Flow vs prompt agent.
- Survey on a noisy line: "rate 1 to 5 on your keypad".
For how keypad tones work in general, see what is DTMF. To play the tones yourself, try the DTMF tone generator.
Read it back
After a keypad entry, read the number back in groups ("four five six, seven eight nine, sahi hai?") and allow correction. See pronunciation of numbers.
Try it
Create a free account and add a "press 1 to confirm" step to your agent, then test it on a noisy street.