Adding a Talk digital line

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  • Pet Partner Mon

    Does Digital Line also incur charges with phone calls inbound and outbound?

  • Shannon Pesta
    Zendesk Customer Care

    Hey Pet Partner! 

    There is no cost associated with the digital line itself- but there will be costs associated with call usage. Also, note that you still need a standard Talk number to make outbound calls. A digital line by itself will only be able to support browser to browser inbound calls or call transfers to another agent. So for any outbound calling, there will be costs for the Talk number per month, plus usage. 
    For more information see the following resources: 

    Hope that helps!  

  • Raphaël Péguet -

    Digital lines are super nice but how to ask the customer to fill his number before allowing him to call ? Would be nice such has the pre-form on the chat

  • Anne Ronalter
    Zendesk Customer Care
    Hello Raphael,

    Thank you for your Feedback.

    "Natively it's not possible to add additional fields to the pre-chat form."

    Here you can find more details about this topic:
    - Can I add additional fields on my pre-chat form? 
    - How do I customize the pre-chat form?
  • Hi All

    Do Zendesk Talk digital lines support some way to identify the caller? EG: Via page/site login etc?

  • Dane
    Zendesk Engineering
    Hi Chad,

    Unfortunately, there's no direct way to identify the source of the call fro digital lines. Unlike chats, you cannot use tags for it. The only available workaround is just to designate a specific brand for digital lines and embed the widget of that brand to a specific URL. 

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