Daniel Hong

Can Zendesk Talk/IVR invoke external APIs to determine optimal routing or include/exclude certain menu items based off the response?

Basically looking to do the following flow:

1. user calls in

2. Zendesk makes API call to our CRM based off the caller id

3. If caller id is unknown or caller id is returned as a Lead, we show menu options 1, 2, 3 (or route to another IVR that only has 1, 2, 3); if caller id is from an existing Customer, we show menu options 3, 4, 5 (or route to another IVR that only has 3, 4, 5)

Is this currently possible within Zendesk?  Found to this page - https://developer.zendesk.com/documentation/voice/talk-partner-edition/using-data-in-support-for-ivr-call-routing-and-other-functions/ - but looks like that's for invoking Zendesk's Support data rather than an external API.  Would prefer not to have to migrate our existing customer data into Zendesk Support but if that's the only option, where is that functionality located within the Admin screen?  Assumed it would be on the Talk/IVR pages but didn't find anything obvious.

Thanks in advance for any help you can provide.