Feature Request: Multi‑Language Callback Confirmation in Zendesk Talk

Zendesk Talk callback confirmations are currently limited to one static language per phone line. In multilingual environments where a single phone line serves callers in multiple languages, the callback confirmation message cannot be presented in the caller’s selected language.

Even when callers explicitly choose a language via IVR, the callback confirmation language is still determined solely by the phone line, not the caller’s selection or session context.

Business Impact

This limitation creates a customer experience gap in multilingual regions, where:

• Callers clearly select their language in the IVR
• But receive a callback confirmation in a different language
• Leading to confusion, repeat calls, and reduced trust in the callback feature

As a result, teams are forced to either:

• Accept a degraded callback experience, or
• Disable callbacks entirely, or
• Add operational overhead by splitting traffic across language‑specific phone numbers

Example Use Case

• A caller selects Spanish in the IVR
• They choose to request a callback
• The system confirmation plays in English because the phone line is configured for English
• The caller is unsure whether the callback was successfully scheduled

This occurs even though Zendesk already captured an explicit language preference earlier in the call flow.

Requested Enhancement

Support language‑aware callback confirmations, such as:

Option A (Preferred):

• Allow callback confirmation language to be determined by the caller’s IVR language selection or session context

Option B:

• Allow multiple callback confirmation greetings per phone line, selectable via IVR routing

Option C:

• Allow custom audio upload for callback confirmations, similar to other Talk greetings

Any of these options would allow organizations to deliver a consistent, localized callback experience without duplicating phone lines.

Why This Matters

• Multilingual support is a core Zendesk strength across Support, Guide, and Messaging
• Callback confirmations are one of the last Talk experiences that cannot be localized
• This disproportionately impacts regulated or bilingual markets where language accuracy is not optional