Text back voice for IVRs



  • Official comment
    Sean Chuang
    Zendesk Product Manager

    Hi Suzanne, 

    Thanks for the feedback. Evil robots are no good. Let us dig into this and see what is possible. Please do note that a change in this will not come in the short term.


  • William Flaugher

    Sean Chuang it's the same problem that we face with callback requests. Both paths go directly to the pre-defined confirmation message, which creates an incredibly disjointed feel for callers. Voice A walks them through 99% of the IVR, but Voice B confirms their request for a call/text back.

    We'd be very interested in the ability to control these recordings, similar to how we control the rest of our IVR experience. If the phone number itself is the problem, maybe give us the option to record a voice saying each number?


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