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Feature Request: Ability to Customize the Callback Options Menu
2021년 7월 15일에 게시됨
Feature Request Summmary
Zendesk Talk's callback feature should have the ability to customize the callback options greeting after a caller confirms that they would like a callback.
Description/Use Cases
The following greeting is only available in English, and we are not able to customize it to support another language.
- Press 1 to request a callback on the number they've called in from
- Press 2 to request a callback to a different number. The alternative number must be in E.164 format, i.e. [+ or 00][country code][subscriber number including area code]. If it's not in the correct format, the customer will be prompted to enter again.
- Press 3 to return to the queue on hold
We need the ability to customize this greeting on our French line.
Business impact of limitation or missing feature
We cannot use the request callback feature on our French IVR because:
- Our French-only speakers won't be able to understand the menu
- Serving an English-only menu for Quebec callers will not comply with the Quebec language laws
Other necessary information or resources:
This is most likely an issue for all other multilingual companies. I hope that this feature will be available for us, so that we can support our customers with a callback feature.
2
댓글 5개
공식
Jenny Gillett
Hi Annie and James,
Thank you for taking the time to provide us with your feedback regarding the Callback feature. I want to acknowledge you are correct we do have a gap with the feature today and it is something that we would like to fix. It is on our backlog but unfortunately, it has not been prioritised on our roadmap yet due to us working on higher priority items right now. If and when this changes I will let you know through this community post.
I think you for your patience.
Jenny
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James Beniston
Can only agree with this request.
Our operation is spread across multiple European languages so we would need any menu message prompts to be available in each of the languages we are servicing.
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Anastasija Sviridova
Hi!
We would like to check if there are any updates regarding the ability to customize the callback options greeting after a caller confirms they would like a callback. Currently, the default message is only available in English, but it would be highly beneficial for us to have the ability to record the callback message in multiple languages (e.g., Finnish, Swedish, German, French, Italian, etc.).
I noticed this feature was discussed on the forum back in 2021, when it was mentioned that it had not been prioritised on the roadmap. Given the importance of multilingual support for our customers, we would really appreciate an update on whether this is now being considered for development.
Looking forward to your response. Thank you!
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Rohan Gupta
Hi Anastasija,
Thanks for leaving the feedback.
To understand the problem better, I am dividing the callback greeting into three parts. Let us know in which area you are facing the issue.
1) Callback greeting: You can record your own greetings in the language your call center operates.
2) Confirming the caller's phone number: You can select the language where system asks the caller to enter the number. This message is available in multiple languages including the ones highlighted by you, just the script of the message cannot be edited.
3) Call back confirmation: You can record you greeting in the language your call center operates.
Thanks
Rohan
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Anastasija Sviridova
Hi Rohan,
The issue affects all three areas, so let me clarify the details.
We have a phone number with a custom greeting IVR that allows callers to select different languages by pressing 1, 2, 3, or 4. After making a selection, callers are directed to one of four IVRs, each providing initial information in the chosen language.
Our goal is to offer a callback message when wait times are too long. However, we are unable to set up language-specific callback greetings or confirmations for each IVR level. Currently, the system only allows us to assign a single callback message for the entire phone number (as shown in the attached screenshot).
Alternatively, we could record our own custom callback messages, but adding an additional IVR during the waiting time is not possible if a greeting IVR is already in place.
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