Feature Request Summary:
It would be great if there was a feature in Zendesk Support that allowed agents to send recorded voice messages to customers.
Description/Use Cases:
Our cs team proactively monitors deliveries and calls the recipient when they do not show up for more than 15 minutes. In many cases, customers are busy with other tasks and don't notice the notification, so a call helps to get their attention. Instead of repeating the same sentence over and over again we would like to have an automation, that plays an recorded voice message when our outgoing call is answered by the customer.
Business impact of limitation or missing feature:
The use case described is our most common task. Our agents could save a lot of time and increase their productivity if there was such a function.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!