IVRs

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 are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
id	integer	true	false	The IVR ID
menus	array	false	false	The list of the IVR menus
name	string	false	false	The name of the IVR
phone_number_ids	array	false	false	The list of IDs of all the phone numbers configured with this IVR
phone_number_names	array	true	false	The list of the names of all the phone numbers configured with this IVR

Example

{
  "id": 10001,
  "menus": [
    {
      "default": true,
      "greeting_id": 10001,
      "id": 10001,
      "name": "Main menu",
      "routes": [
        {
          "action": "group",
          "greeting": null,
          "id": 10001,
          "keypress": "0",
          "option_text": "Support Group",
          "options": {
            "group_ids": [
              10001
            ]
          }
        }
      ]
    }
  ],
  "name": "IVR menus",
  "phone_number_ids": [
    1
  ],
  "phone_number_names": [
    "Main menu"
  ]
}

List IVRs

GET /api/v2/channels/voice/ivr

Allowed For

Agents

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr.json \
  -v -u {email_address}:{password} -X GET

Example Response

Status 200 OK

{
  "count": 1,
  "ivrs": [
    {
      "id": 10001,
      "menus": [
        {
          "default": true,
          "greeting_id": 10001,
          "id": 10001,
          "name": "Main menu",
          "routes": [
            {
              "action": "group",
              "greeting": null,
              "id": 10001,
              "keypress": "0",
              "option_text": "Support Group",
              "options": {
                "group_ids": [
                  10001
                ]
              }
            }
          ]
        }
      ],
      "name": "IVR Menu",
      "phone_number_ids": [],
      "phone_number_names": []
    }
  ],
  "next_page": null,
  "previous_page": null
}

Create IVR

POST /api/v2/channels/voice/ivr

Allowed For

Agents

Example Body

{
  "ivr": {
    "name": "IVR Menu"
  }
}

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr.json \
  -H "Content-Type: application/json" -d '{"ivr": {"name": "IVR Menu"}}' \
  -v -u {email_address}:{password} -X POST

Example Response

Status 201 Created

{
  "ivr": {
    "id": 10001,
    "menus": [
      {
        "default": true,
        "greeting_id": 10001,
        "id": 10001,
        "name": "Main menu",
        "routes": [
          {
            "action": "group",
            "greeting": null,
            "id": 10001,
            "keypress": "0",
            "option_text": "Support Group",
            "options": {
              "group_ids": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Show IVR

GET /api/v2/channels/voice/ivr/{ivr_id}

Allowed For

Agents

Parameters

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

Using curl

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

Example Response

Status 200 OK

{
  "ivr": {
    "id": 10001,
    "menus": [
      {
        "default": true,
        "greeting_id": 10001,
        "id": 10001,
        "name": "Main menu",
        "routes": [
          {
            "action": "group",
            "greeting": null,
            "id": 10001,
            "keypress": "0",
            "option_text": "Support Group",
            "options": {
              "group_ids": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Update IVR

PUT /api/v2/channels/voice/ivr/{ivr_id}

Allowed For

Agents

Parameters

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

Example Body

{
  "ivr": {
    "name": "IVR Menu"
  }
}

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}.json \
  -H "Content-Type: application/json" -d '{"ivr": {"name": "IVR Menu"}}' \
  -v -u {email_address}:{password} -X PUT

Example Response

Status 200 OK

{
  "ivr": {
    "id": 10001,
    "menus": [
      {
        "default": true,
        "greeting_id": 10001,
        "id": 10001,
        "name": "Main menu",
        "routes": [
          {
            "action": "group",
            "greeting": null,
            "id": 10001,
            "keypress": "0",
            "option_text": "Support Group",
            "options": {
              "group_ids": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Delete IVR

DELETE /api/v2/channels/voice/ivr/{ivr_id}

Allowed For

Agents

Parameters

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

Using curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}.json \
  -v -u {email_address}:{password} -X DELETE

Example Response

Status 200 OK

{
  "ivr": {
    "id": 10001,
    "menus": [
      {
        "default": true,
        "greeting_id": 10001,
        "id": 10001,
        "name": "Main menu",
        "routes": [
          {
            "action": "group",
            "greeting": null,
            "id": 10001,
            "keypress": "0",
            "option_text": "Support Group",
            "options": {
              "group_ids": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}