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Intelligent Triage on Voicemail?

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Joshua Bentley

投稿日時：2024年2月27日

There may be a post or article on this already, but I didn't find anything when I did a quick search. Can someone confirm that Intelligent Triage does not look at voicemail transcription? Either we haven't had any Spanish voicemails since we turned it on or Intelligence doesn't review VM transcripts.

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    Brett Bowser

    Zendesk Community Manager

    Hey Joshua Bentley, great question! The intelligent triage feature is designed to work with email, chat, and social messaging. It does not natively process voicemail transcriptions as part of its automated workflow.

    You would most likely need to have a 3rd party tool pull the VM transcripts and add it to the ticket as a public comment or internal note for this feature to route accordingly.

    Let me know if you have any other questions!

     

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    Joshua Bentley

    Thanks, Brett!

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