How must phone numbers for users be formatted to work with Talk? Can we add extensions for direct lines?
As Zendesk Talk runs through Twilio, our systems utilizes their guidelines for formatting numbers. Per Twilio's documentation: Phone numbers should be formatted with the internationally standardized E.164 format. E.164 numbers can have a maximum of fifteen digits and are usually written as follows: [+][country code][subscriber number including area code].
An example of a US number in the E.164 format would be +16175551212.
To add an extension to a user's phone number, simply append an x and the extension to the end of the phone number like so:
When “Validate user phone numbers” is turned off, no formatting will be applied to the number added in the Phone field for a user even when setting that number as a direct line. This means that ‘+1’ or ‘+’ will no longer be added automatically and special characters such as (), or additional spaces in the number, will not be removed.