IVR Routes

Interactive voice response (IVR) uses keypad tones or speech recognition 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 Talk 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 Options. 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 Options
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_textstring 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
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
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes.json \
  -v -u {email_address}:{password} -X GET
Example Response
Status 200 OK

{
  "count": 1,
  "ivr_routes": [
    {
      "action": "group",
      "greeting": null,
      "id": 10001,
      "keypress": "0",
      "option_text": "Support Group",
      "options": {
        "group_ids": [
          360001381413
        ]
      }
    }
  ],
  "next_page": null,
  "previous_page": null
}

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": [
        10001
      ]
    }
  }
}
Using 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}:{password} -X POST
Example Response
Status 201 Created

{
  "ivr_route": {
    "action": "group",
    "greeting": null,
    "id": 10002,
    "keypress": "1",
    "option_text": "Support Group",
    "options": {
      "group_ids": [
        10001
      ]
    }
  }
}

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
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{route_id}.json \
  -v -u {email_address}:{password} -X GET
Example Response
Status 200 OK

{
  "ivr_route": {
    "action": "group",
    "greeting": null,
    "id": 10002,
    "keypress": "1",
    "option_text": "Support Group",
    "options": {
      "group_ids": [
        10001
      ]
    }
  }
}

Update IVR Route

  • PUT /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
Example Body
{
  "ivr_route": {
    "action": "group",
    "keypress": "1",
    "options": {
      "group_ids": [
        10001
      ]
    }
  }
}
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{id}.json \
  -H "Content-Type: application/json" -d '{"ivr_route": {"keypress": "2"}}' \
  -v -u {email_address}:{password} -X PUT
Example Response
Status 200 OK

{
  "ivr_route": {
    "action": "group",
    "greeting": null,
    "id": 10002,
    "keypress": "1",
    "option_text": "Support Group",
    "options": {
      "group_ids": [
        10001
      ]
    }
  }
}

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
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}/routes/{route_id}.json \
  -v -u {email_address}:{password} -X DELETE
Example Response
Status 200 OK

{
  "ivr_route": {
    "action": "group",
    "greeting": null,
    "id": 10002,
    "keypress": "1",
    "option_text": "Support Group",
    "options": {
      "group_ids": [
        10001
      ]
    }
  }
}