We've added a new route for you to use when configuring an IVR - the Default route. With the Default route you may configure different behaviours to be used in the event of customers failing to press a key or pressing incorrect keys. Default route options are the same as other routes such as forwarding the call to a group, voicemail, an external number or going to a different IVR menu level.
The Default route will be used when a customer fails to press a key or presses an incorrect key 3 times in a row. Current behaviour which is to disconnect the call in this circumstance remains if a Default route has not been configured.
To create a Default route simply select it as below.
The Default route will show up as the last route in a menu if it is configured.
If you are currently a Zendesk Talk customer on our Basic or Lite plans, you may request a free, 30-day “boost” to our Advanced plan to try IVR routing. Email us for more information.