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How to set up an IVR PIN code validation system on Talk?



投稿日時:2025年5月29日

I was wondering if anyone has set up a PIN validation system for Talk. I understand the IVR feature doesn't natively support this. But what I basically would need is:

  1. VIP customers are given a unique PIN code to be able to get in touch with our phone support team
  2. The VIP customers would call one Talk phone line and the IVR system would ask them to enter their PIN
  3. Zendesk would make an API call to check the PIN code against a list (Could it be from a Google Sheet?) 
    1. If the pin doesn't match, it gives a standard "Sorry, your pin number is not recognized, reach out to us via support@support.com)
    2. If the pin does match, then the call is routed to a specific Zendesk group ID according to the info on that list.

I can't tell if one of the variables here would be useful for this: https://developer.zendesk.com/api-reference/voice/talk-api/ivrs/

 

Has anyone else set up something like this? Any tips would be appreciated!


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      Hi Alex! Definitely see how this could be a helpful feature, but at this time we do not have that functionality available. I'm not certain if it's a result of an underlying Twilio option not being available or if it is available, but we don't implement it. I'd recommend posting in our feedback forum for Voice to see if any the product managers for this area can shed some more light on this.

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