In what order do Talk greetings play?

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  • Bonnie Svoboda

    I am a new Zendesk user and need a little help in building my phone trees..   Here are a few questions, and if anyone has screenshots, it would be appreciated as I'm more visual..

    At what time interval will the callback option initiate? 

    The callback greeting is only played once the end user presses 2  -- how do I build / script that into the tree?

    <Customer may> receive a callback on a nominated phone number -- is this spoken or entered numerically? and what does the script look like?

    We recommend adjusting your IVR greeting to advise callers about how to use the callback functionality. -- meaning the callback message? how does that look?

    Many thanks in advance..

  • Vaughan Hensley

    My teams and I recorded specific IVR greetings to announce the callback feature in order to avoid the pitfalls of the included functionality. It is disappointing to see that a workaround rather than an improvement opportunity.

  • Josh Edwards

    Would there be any particular reason why there is about a 4-5 second silence after the call has been connected before the greeting is played? Is this normal?

  • Jennifer Dragan

    Hello there! 

    Just a couple of questions regarding this feature:

    1. Wondering if we have another prompt to dial 2 for a callback request in our waiting message (available agents), will it still process the callback requests and give the customer a confirmation?
    2. Is the 'Dial 2' option the only key available or will the IVR allow us to set different keypad options? 

    Thank you for the help,

  • Erika Camille Sundian
    Zendesk Community Team

    Hello Josh,

    I see you're getting some assistance with this in a private ticket, I believe this question that you have is an issue our developers recently found. Our team is actively working on a fix to resolve it and If you have further questions or concerns about this please follow-up there. :)

    Hello Jennifer,

    Apologies for the delayed response; we've been dealing with a high volume of tickets lately. At this time, we can only upload or update the greetings for Callback which is the press 2 and the Callback confirmation after selecting the options from press 2. 

    As I checked we can use the press 2 callback feature if customer is waiting in a queue and we recommend customers to edit the IVR to inform their customers about the callback feature.

     For your reference, this is also discussed as Note part of this article Enabling customer callback (Talk Professional and Enterprise) where it says "You cannot configure callback as a menu option in IVR; however, if a customer is waiting to be routed to an agent in the queue, they can request a callback. You must record a new IVR greeting that can be selected in the Edit Route window.”

  • Julie Horton

    This article only addresses 3 of 8 possible greetings.

    Is there a way to have a downtime announcement play first whether or not agents are available?

  • Kalle Windefalk

    I'm also curious how to use "downtime announcement". Ideally that would be a dedicated greeting option which would be placed first in case of use.

  • Janice Brown

    What is the best way to have a different "Wait" greeting for each group (specific to a group) in an IVR branch?

    It appears that when a wait greeting is added, it plays for all callers even if they selected a unique group.

    Group 1 = McDonald's
    Group 2 = Burger King
    Group 3 = Chick-fil-A

    During the waiting period to be connected to the applicable group, I want to make sure the Burger King customer does not hear the "wait" greeting for the McDonald's customer.

    The only thing I could think of that would fix this issue is to have more than one Phone number in Zendesk Talk that routes to the same Agents but I'm hoping that is not the case.

    There could be up to 81 "Wait" groups if using all branches in the IVR call tree.
    Please advise.



  • Carl McDowell
    Zendesk Customer Advocate

    Hi Janice,

    Each number can have only 1 "wait" greeting in place, so like you mentioned you would need to have more than 1 number to be able to have a different wait greeting played.
    You could a top level IVR, and then for each company have a different number with their specific wait greeting, and use the IVR option to have the call route to the other number on keypress (This will incur additional charges for the outbound call). And then configure the rest of the IVR on each individual number.

    Alternatively you could look into using a Third Party integration with Talk Partner edition.


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