Outbound SMS during IVR journey? | Community
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Outbound SMS during IVR journey?

  • November 18, 2023
  • 1 reply
  • 0 views
Jerry11
A client of ours have their own IVR and they want calls to exit their IVR and be transferred into our phone system (we are planning on using Zendesk Talk for this project)
 
When the call reaches us from the client's IVR can we make it go through another IVR within our Zendesk Talk set up before it reaches an agent?
 
If we can do the above, then is it possible for this second IVR (in Talk) to have the following configuration;
 
  • Press 1 for a call back so you don't have to hold
  • Press 2 to receive an SMS message (we want to send an outbound SMS with a website link it it that directs them to a page with live chat on so they can chat to us instead of continue with the call)
  • Continue to hold and wait for a member of our telephony team
 
P.S. If there is a way to do this without needing to use an outbound SMS that would be amazing as it would save the outbound SMS cost as well.

      1 reply

      Amie11
      • Amie11
      • November 20, 2023

      Hey Jerry,

      Everything you described above is totally achiveable with Zendesk Talk. Effectivly when the customer calls your client's number and goes through their IVR - that IVR is just going to forward the call out to your Zendesk Talk number like a normal call. 

      From there the call will come in and it can then hit another IVR inside Zendesk which is linked to your Talk number. 

      • There is a callback option available in ZD Talk
      • You can route a ZD IVR keypress to a text back - where you can send an outbound SMS to the user. NOTE - This only works if the customer is calling from a mobile device. It will not work if they are calling from a landline. 

      You can find more info on the Text-back option for the IVR here. Note: You will also incur SMS costs from ZD Talk if you use the SMS option. 

      It's going to be pretty standard in any voice system that you'll be charged for SMS's being sent in general or from an IVR so there's probably no way around this. 

      When you do have an IVR setting like this, one other key thing is the greetings and making sure you say the right thing in the right greeting and have the greetings applied at the right spots inside the IVR setup. 

      Hope this helps. :)

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