I’m working with a Twilio phone system that has an interactive voice response menu where callers press different numbers to choose options. I need to figure out how to grab which button they pressed and then pass that information along to Zapier so it can trigger the right automation.
Right now I have the IVR set up and it works fine for routing calls, but I can’t seem to get the actual choice data to show up when I try to connect it with Zapier. When I look at the available fields in Zapier, the IVR selection doesn’t appear as an option.
What’s the best way to capture these button presses and make sure they get sent to my Zapier webhook? I want to use this data to notify different team members based on what option the caller selected.
To capture IVR selections in Twilio, you must implement a <Gather> verb in your TwiML. This will allow you to collect DTMF inputs from callers. Ensure that you provide a webhook URL in your TwiML that will handle the incoming requests and receive the digit parameter when a caller makes their choice. In your webhook processing, extract the Digits parameter from Twilio’s request and then pass it to your Zapier webhook alongside any other necessary information. Using descriptive field names like caller_selection or menu_choice can streamline the mapping in your Zapier setup. Don’t forget to include error handling in case no input is received or if invalid digits are pressed to maintain the integrity of your automation process. Also, it’s crucial to return appropriate TwiML from your webhook to keep the call flow uninterrupted after capturing the selection.
check your gather action endpoint. I had the same issue - my webhook wasn’t getting the digits cause I pointed it to the wrong place in the TwiML. make sure your gather tag’s action URL points to a script that can receive twilio’s POST data and forward it to zapier with the right formatting.
Had this exact problem a few months ago. The issue was how I structured the webhook data. You need your Twilio webhook handler to format the data properly before hitting Zapier. When Twilio sends the Digits parameter, create a new HTTP request to your Zapier webhook URL with the digit selection as JSON or form data. I used a simple cloud function that grabs the Twilio webhook, pulls out the Digits value, then POSTs to my Zapier webhook with the selection data plus whatever call info I needed. Make sure Zapier’s configured for the exact field names you’re sending from your function. Timing’s tricky - you want to send data to Zapier without messing up the call flow for users.