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
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
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
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
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
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"
]
}
}