IVR Routes

Interactive voice response (IVR) uses keypad tones to route customers to the right agent or department, provide recorded responses for frequently asked questions, and deflect calls by allowing callers to switch the interaction to text. IVR is available on the Talk Professional and Enterprise plans. For more information, see Route incoming calls with IVR in the Zendesk Help Center.

JSON format

IVR Routes are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
action	string	false	false	The action that will be performed by the IVR route. See Valid IVR Route Actions. Allowed values are "group", "voicemail", "phone_number", "textback", or "menu".
greeting	string	true	false	The name of the greeting associated with the IVR route
id	integer	true	false	The IVR route ID
keypress	string	false	false	The keypress associated with the IVR route. Allowed values are "0", "1", "2", "3", "4", "5", "6", "7", "8", "9", "*", "#", or "default".
option_text	string	true	false	A text describing the options of the route. Example: When the option is group, "option_text" will be the name of the associated group
options	object	false	false	The options for the IVR route depending on the action. See Valid IVR Route Actions
overflow_options	array	false	false	Options for managing overflow calls

Valid IVR Route Actions

Action	Option	Type	Description
group	group_ids	array	Valid group ids
voicemail	group_ids	array	Valid group ids
phone_number	phone_number	string	Valid phone number
textback	sms_text	string	Text to be sent in the sms message
textback	textback_phone_number_id	integer	Valid id of the text enabled phone number
menu	menu_id	integer	Valid IVR menu id
all actions	tags	array	Valid ticket tag

Example

{
  "action": "group",
  "greeting": null,
  "id": 10001,
  "keypress": "0",
  "option_text": "Support Group",
  "options": {
    "group_ids": [
      360001381413
    ]
  }
}

List IVR Routes

• GET /api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR
menu_id	integer	Path	true	The ID of the IVR Menu

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes.json \
  -v -u {email_address}/token:{api_token} -X GET

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "count": 1,
  "ivr_routes": [
    {
      "action": "group",
      "greeting": null,
      "id": 10001,
      "keypress": "0",
      "option_text": "Support Group",
      "options": {
        "group_ids": [
          21176241
        ]
      }
    }
  ],
  "next_page": null,
  "previous_page": null
}

Show IVR Route

• GET /api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{route_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR
menu_id	integer	Path	true	The ID of the IVR Menu
route_id	integer	Path	true	The ID of the IVR Route

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{route_id}.json \
  -v -u {email_address}/token:{api_token} -X GET

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "ivr_route": {
    "action": "group",
    "greeting": null,
    "id": 10002,
    "keypress": "1",
    "option_text": "Support Group",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}

Create IVR Route

• POST /api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR
menu_id	integer	Path	true	The ID of the IVR Menu

Example body

{
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes.json \
  -H "Content-Type: application/json" -d '{"ivr_route": {"keypress": "1", "action": "group", "options": {"group_ids" : [10001]}}}' \
  -v -u {email_address}/token:{api_token} -X POST

Go

import (
	"fmt"
	"io"
	"net/http"
	"strings"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes"
	method := "POST"
	payload := strings.NewReader(`{
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}`)
	req, err := http.NewRequest(method, url, payload)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"ivr_route\": {
    \"action\": \"group\",
    \"keypress\": \"1\",
    \"options\": {
      \"group_ids\": [
        21176241
      ]
    }
  }
}""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("POST", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var data = JSON.stringify({
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
});

var config = {
  method: 'POST',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  data : data,
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
import json
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes"

payload = json.loads("""{
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}""")
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"POST",
	url,
	auth=auth,
	headers=headers,
	json=payload
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes")
request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")
request.body = %q({
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
})
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

201 Created

// Status 201 Created

{
  "ivr_route": {
    "action": "group",
    "greeting": null,
    "id": 10002,
    "keypress": "1",
    "option_text": "Support Group",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}

Update IVR Route

• PUT /api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{route_id}

Note: The action key must be included in the request when updating options.

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR
menu_id	integer	Path	true	The ID of the IVR Menu
route_id	integer	Path	true	The ID of the IVR Route

Example body

{
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{id}.json \
  -H "Content-Type: app/token:{api_token}on" -d '{"ivr_route": {"action": "group", "options": {"group_ids: [10002]"}}}' \
  -v -u {email_address}/token:{API_token} -X PUT

Go

import (
	"fmt"
	"io"
	"net/http"
	"strings"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001"
	method := "PUT"
	payload := strings.NewReader(`{
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}`)
	req, err := http.NewRequest(method, url, payload)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"ivr_route\": {
    \"action\": \"group\",
    \"keypress\": \"1\",
    \"options\": {
      \"group_ids\": [
        21176241
      ]
    }
  }
}""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var data = JSON.stringify({
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
});

var config = {
  method: 'PUT',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  data : data,
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
import json
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001"

payload = json.loads("""{
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}""")
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"PUT",
	url,
	auth=auth,
	headers=headers,
	json=payload
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001")
request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")
request.body = %q({
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
})
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "ivr_route": {
    "action": "group",
    "greeting": null,
    "id": 10002,
    "keypress": "1",
    "option_text": "Support Group",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}

Delete IVR Route

• DELETE /api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{route_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR
menu_id	integer	Path	true	The ID of the IVR Menu
route_id	integer	Path	true	The ID of the IVR Route

Code Samples

curl

curl https://{subdomain/token:{api_token}om/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{route_id}.json \
  -v -u {email_address}:{password} -X DELETE

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001"
	method := "DELETE"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("DELETE", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'DELETE',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"DELETE",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001/routes/10001")
request = Net::HTTP::Delete.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "ivr_route": {
    "action": "group",
    "greeting": null,
    "id": 10002,
    "keypress": "1",
    "option_text": "Support Group",
    "options": {
      "group_ids": [
        21176241
      ]
    }
  }
}