The IVR SMS option (ability for some choices of the customer to receive a SMS for some IVR choices) is super.
Because it allows the Zendesk Admin to send a very specific SMS for a particular IVR choice.
For example the vocal says "Please fill the form on our website" -> we can send the exact URL by SMS.
But there is a robotic voice message that asks the customer to type something:
1- the voice cannot be change and doesn't fit to the marketing
2- it's very complex and slow
3- it asks the customer to confirm his number.
I understand this might be for security purposes (to avoid to send tons of e-mails) but it should be optionnal because we cannot ask everytime (for a survey for instance) the customer to confirm his/her number.
Or at least it would be nice to be able to put our proper voice message
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