Engage's Phone Tree allows you to streamline the call handling process, improve your customer service, and ensure that callers are connected to the right resources quickly and efficiently. You can design unique phone trees for each of your phone lines.

To create a phone tree for one of your phone lines, select Phone Numbers, then click on the phone line where you'd like to make changes. Scroll down and toggle on Phone Tree Enabled.

You'll now be prompted to set up a new phone tree.

You can build your phone tree from scratch, or use a FieldPulse template to get started.

Every phone tree must begin with a main greeting. The label is an internal title, while the message will be read to your customer using text to speech when they call this phone line.

You can then create branches from the main greeting, known as children. In this example, the children are English and Spanish. Reorder them under the Children tab, then press Save Order.

You can now further customize each branch of the phone tree. The label is an internal title, while the message will be read to your customer using text to speech when they reach this branch of the phone tree. You have a few options for phone tree steps: Option, Assign to Phone Number, and Message.

Option will allow your customer to select an option to continue. You may use this for:

Assign to Phone Number allows you to select an Engage or non-Engage number for calls to be directed to when customers reach this branch. You may use this for:

Message allows you to write a message that will be read to your customer using text to speech when they reach this branch. You may use this for:

(Note: Every phone tree branch should ultimately end with a message or be assigned to a phone number, as option is used only to sort customers.)

When you've completed your phone tree, be sure to press Save Phone Tree.