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External IVR to Talk IVR plus WhatsApp, help!
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Publicado 18 nov 2023
A client of ours have their own IVR and they want calls to exit their IVR and be transferred into our phone system (we are planning on using Zendesk Talk for this project)
When the call reaches us from the client's IVR can we make it go through another IVR within our Zendesk Talk set up before it reaches an agent? and can the Talk IVR trigger external API calls?
If we can do the above, then is it possible for this second IVR (in Talk) to have the following configuration;
When the call reaches us from the client's IVR can we make it go through another IVR within our Zendesk Talk set up before it reaches an agent? and can the Talk IVR trigger external API calls?
If we can do the above, then is it possible for this second IVR (in Talk) to have the following configuration;
- Press 1 for a call back so you don't have to hold
- Press 2 to receive a WhatsApp message to talk to our team instantly (is it possible to make the IVR trigger an API call so we can force a WhatsApp message send from an API?)
- Continue to hold and wait for a member of our telephony team?"
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1 comentario
iulian Ursu
Thank you for posting your question in our Community.
The Zendesk line where the call is forwarded from the external IVR can have it's own IVR enabled and assigned in the Routing tab.
Here is a great resource which outlines how calls are routed with IVR in Zendesk: Routing incoming calls with IVR
As for the Menu levels, the Callback and Continue options can be configured as needed. However, for WhatsApp, sadly the only messaging Action available in IVR is SMS texting, as also explained in the article shared above. WhatsApp triggered by API could be a valid feature request, though. Please feel free to access our feedback page and leave your comments there. Our product team are constantly visiting it and, if your idea will gather many comments and votes-up, they may consider adding it to the roadmap for a future version of the product.
If you have further questions may I suggest creating a support ticket with us using our Widget from within your Zendesk account or by clicking Get help in your profile.
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