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Enable different greetings for different times of the schedule

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Annelisa Brown

Zendesk Luminary

Posted Mar 10, 2022

Our team close once a week in the middle of the day for a team meeting. e have this set up in our Schedule to close, but we would like to be able to play a different closure recording during those meetings than our general opening hours recording.

It would be great to be able to set different recordings to play at certain times of a Phone Schedule rather than just one for in/outside of hours. 

It would also allow for "Good morning" in a recording vs "Good evening" etc. 


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Official

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Joey Barrett

Zendesk Product Manager

Hi Annelisa, 

Thanks for the feedback, we have an API for IVR's that you can leverage to change them programatically. We also have a set of API's that can be used to manipulate various parts of the Talk Product that you might find useful.

If you are using an IVR, you could use a script to look at the current time of day, and change the greeting according to what you set in the script. 

I have a 1 page document that I can share with you if you think it would be useful?

You would need Engineering resources to help on your side to implement this. 

Thanks, 

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Annelisa Brown

Zendesk Luminary

Yes please that would be great. 

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Would be helpful to have the announced average wait time on the IVR calculate based on schedule (i.e. hours of operation) versus a 24 hour period. Our customers hear they have a 5 min wait time but actually it's about 30 min bc Zendesk is using a 24 hour period to calculate the wait time.

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Sean Chuang

Zendesk Product Manager

Thank you for your feedback. This feature is on our backlog. 

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