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USSD

Interactive services, available from any phone.

USSD lets a customer interact with your business from the basic keypad of any phone — no app, no data connection, no smartphone required.

Why it matters

Reach the customer who does not have an app.

A large share of mobile users interact through the keypad. USSD services work there — which means your service stays available to the widest possible audience.

  • USSD
  • Shortcodes

Design characteristics

  • Works on basic handsets
  • No data connection required
  • Menu-driven navigation
  • Two-way responses
  • Session-based flows
  • Shortcodes as entry points
Menu example

Dial the shortcode to begin

  1. Check balanceYour available balance is shown here.
  2. Buy airtimeSelect a network and enter an amount.
  3. Make a paymentEnter the account or reference number.
  4. Get helpTalk to a customer support agent.

Illustrative menu structure.

Flow

Build the service as a conversation.

A USSD service is a short, guided session. Your customer makes a few selections from the keypad, the service responds at each step, and the session completes with a result — a balance, a confirmation, a payment reference or an enquiry answer.

Because every step is a request and a response, the same flow can be driven from your own systems through the API when you need the service to depend on live data.

Session flow
  1. DialCustomer enters the shortcode.
  2. MenuService returns the option list.
  3. SelectCustomer chooses an option.
  4. InputService collects what it needs.
  5. RespondResult or action is returned.

Use cases

Where interactive services fit.

USSD works best when a customer needs to act, not just read.

  1. Self-service enquiriesLet customers check balances, schedules or statements themselves.
  2. Collecting inputGather confirmations, choices or survey responses from the keypad.
  3. Initiating actionsLet customers start a payment or request a transaction.
  4. Providing supportAnswer common questions and route to help when needed.

Integration

Connect the flow to your systems.

When a USSD service needs live data from your business, the developer API lets your systems answer each step of the session.

  • Drive menu responses from your own data
  • Trigger transactions from a customer selection
  • Read interaction status through the API
  • Use webhooks to follow session events

Entry points

  • USSD shortcodeKeypad-dialed service entry
  • SMS-initiatedCustomer messages to start
  • Deep linksLaunched from your own systems

Ready to build an interactive service?

Talk to us about the flow you need and how customers will use it.