Using Zendesk Talk: Highlighting multiple greetings and group routing

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  • Ashley Randall

    Is there a way to route to a primary group and back up group if using an IVR menu. Currently we use one number to go to multiple departments through the IVR, but I don't see the option to have a back up group after being routed through the IVR. That appears to only be available if no IVR is used.

  • Ricardo

    Hello, Ashley,

    You are actually able to add multiple Group Routing in your IVR settings. Though, the particularity is the system won't take in consideration which group the agents belong to. Basically it won't route the calls consecutively by group but by time availability: the agent available for longer will take the call.

    Let us know if you have any other questions.


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