Customizing After-Hours Call Greetings in Zendesk
Can I customize greetings for calls received after business hours?
Yes, you can customize greetings for calls received after business hours in Zendesk. This allows you to inform callers of your business hours and provide options for immediate assistance.
To do this, update your greeting to include a message about your business hours. For example, you might say, 'Our normal business hours are 8:00 to 5:00. If you're calling outside this timeframe and need immediate assistance, please press 3.' This option can then route the call to a different number or forward it to an external number. Note that this workaround does not create a ticket for calls diverted from the Zendesk IVR to an outside number. For more information, see the originalZendesk article.
More related questions
Can I use an IVR menu to route calls after business hours?
Yes, you can use an IVR menu to route calls after business hours if your account allows it. By adding an overflow number when business hours are configured, you can automatically route calls to an alternate number when all agents are busy or…
How can I set up an overflow number for after-hours call routing?
Setting up an overflow number allows you to route calls to an alternate number when your agents are busy or it's outside business hours. This feature is available if your Zendesk account supports it. To implement this, configure your business hours…
What happens to calls received outside of business hours in Zendesk?
Calls received outside of business hours in Zendesk are typically routed to voicemail. This is the default behavior if you have a business hours schedule applied to your Talk number. To manage calls outside of business hours, you can set up a…
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