Feedback: IVR SMS optionRespondida
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
Thanks for the feedback. We have no immediate plans to resolve the Textback from IVR issues you mention, but I have added your feedback to our product backlog for future review and prioritisation.
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