Can my voice agent work like a phone menu, where callers press 1 for sales or 2 for support?

Yes. In the agent's drag and drop workflow builder, conversation nodes have key presses built in. Turn on Allow telephone key press on the conversation node, then say, for example: Press 1 for sales, press 2 for support, or press 1 for a named person. Callers can press the key or simply say sales or support, and each answer routes to its own path.

A simpler option is the Call forwarding step, which has a setting that lets the AI pick who to forward the call to. Load your company directory, and the AI asks who the caller wants to connect with and picks the person based on what they say. In this AI picked mode you can add a prompt, such as send it to a certain person if it is about sales. A caller who does not know a person's name can say they have a billing question, and the AI picks the right path. It is all in one step, so you do not have to map out the menu.

To collect information such as name, address and phone number during the call, use the Ask and Save node to ask each question. You can also send an SMS in the middle of the call.