Hi Intercom Team,
I'd like to request an option in Workflows to toggle off/hide Phone IVR options from showing up in the Web Widget.
Current Problem: When a workflow includes Phone IVR routing, the IVR reply options are also displayed inside the Web Widget UI.
This causes two major issues:
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Broken Routing: If a customer clicks the IVR options on the web widget instead of pressing the key on their phone keypad, the system fails to capture the input properly. This leads to dropped routing and calls not reaching the intended agents.
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Confusing UX: Web chat users see phone-specific keypad options (e.g., "PRESS 1", "PRESS 2") that aren't meant for chat interactions.
Proposed Solution: Add a simple setting/toggle in the Workflow builder (e.g., "Hide IVR options in Web Messenger") so we can choose whether IVR menu options should be visible on the web widget or strictly restricted to the phone channel.
This would prevent customer confusion and fix broken call-routing flows. Would love to see this added!