> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thinnest.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Visual Self-Service Portal

> Telecom self-service agent with visual IVR menus on the caller's phone, call queuing during peak hours, barge-in phrases for shortcuts, DTMF input, and payment processing.

# Visual Self-Service Portal

A telecom self-service voice agent that sends **visual menus** to the caller's phone for plan selection, account management, and payments. Features **call queuing** during peak hours, **barge-in phrases** for experienced callers to skip ahead, **DTMF input** for secure data entry, and integrated **payment processing**.

## Voice Features Used

| Feature                                                    | Purpose                                            |
| ---------------------------------------------------------- | -------------------------------------------------- |
| [Visual IVR](/docs/voice/tools/visual-ivr)                 | Send interactive menus and forms to caller's phone |
| [Call Queue](/docs/voice/tools/call-queue)                 | Manage hold queues during peak traffic             |
| [Barge-In Phrases](/docs/voice/tools/call-features)        | Let callers interrupt with shortcut commands       |
| [DTMF](/docs/voice/tools/dtmf)                             | Keypad input for account numbers and PINs          |
| [SMS Mid-Call](/docs/voice/tools/sms-mid-call)             | Send plan comparison links via text                |
| [Payment Processing](/docs/voice/tools/payment-processing) | Process bill payments securely                     |
| [Call Recording](/docs/voice/tools/call-recording)         | Record for quality and compliance                  |

## How It Works

```
Caller: "I want to upgrade my plan."
-> Visual IVR: sends plan comparison to caller's phone
Agent: "I've sent the available plans to your phone. You can browse and tap to select."
-> Caller selects Premium plan on phone
Agent: "Great choice — the Premium plan at $79/month. The price difference is $20. Would you like to pay now?"
Caller: "Pay my bill" (barge-in phrase)
-> DTMF: "Please enter your card's last 4 digits"
-> Payment processed
-> SMS confirmation sent

If queue is full:
-> "All agents are assisting other callers. You're number 3 in line. Estimated wait: 2 minutes."
-> Hold music with periodic position updates
```

## Configuration

```json theme={null}
{
  "visualIvrEnabled": true,
  "visualIvrBaseUrl": "https://selfservice.example.com/menu",
  "visualIvrAutoSms": true,
  "callQueueEnabled": true,
  "callQueueMaxSize": 20,
  "callQueueMaxWaitMinutes": 10,
  "callQueueMusicUrl": "https://cdn.example.com/hold-music.mp3",
  "bargeInEnabled": true,
  "bargeInPhrases": ["pay my bill", "check balance", "talk to agent", "upgrade plan"],
  "dtmfEnabled": true,
  "dtmfMaxDigits": 16,
  "smsMidCallEnabled": true,
  "paymentProcessingEnabled": true,
  "paymentProvider": "stripe",
  "businessHoursEnabled": true,
  "silenceFillersEnabled": true
}
```

## Example — Create Agent

```bash theme={null}
curl -X POST https://api.thinnest.ai/v1/agents \
  -H "Authorization: Bearer $THINNESTAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Visual Self-Service Portal",
    "model": "gpt-4o",
    "instructions": "You are a telecom self-service agent. Help callers manage their accounts, upgrade plans, and pay bills. Send visual menus to their phone for complex selections. Support barge-in shortcuts for returning callers.",
    "voiceEnabled": true,
    "transcriber": { "provider": "deepgram", "model": "nova-2-conversationalai" },
    "voice": { "provider": "deepgram", "voiceId": "aura-2-thalia-en" },
    "visualIvrEnabled": true,
    "visualIvrBaseUrl": "https://selfservice.example.com/menu",
    "visualIvrAutoSms": true,
    "callQueueEnabled": true,
    "callQueueMaxSize": 20,
    "callQueueMaxWaitMinutes": 10,
    "bargeInEnabled": true,
    "bargeInPhrases": ["pay my bill", "check balance", "talk to agent", "upgrade plan"],
    "dtmfEnabled": true,
    "smsMidCallEnabled": true,
    "paymentProcessingEnabled": true,
    "paymentProvider": "stripe",
    "businessHoursEnabled": true,
    "silenceFillersEnabled": true,
    "recordingEnabled": true
  }'
```