How do I set up an IVR?

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  • Kevin Froleiks

    What does the "default" option for IVR keypress actually do? 

  • Arianne Batiles
    Zendesk Customer Care

    Hi Kevin Froleiks,

    The "default" option for IVR keypress is a catch-all action that is triggered when a caller presses a key that is not specifically defined in your IVR menu. This option is useful for handling unexpected inputs from callers and ensuring that they are still directed to an appropriate destination. It can also be used to handle situations where the caller does not press any key.

    The IVR greeting will play three times.  If no option is selected then the caller will be sent to the Default route.  If a Default route hasn't been configured, then the call will be disconnected.

    Hope this helps!


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