Adding a Talk digital line

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In Understanding Talk Embedded voice, you learned the basics about how Talk digital lines can help you improve the experience for your customers, wherever they are.

In this article, you’ll learn how to set up a new digital line and where to find the information you’ll need to integrate a call button in either your mobile app or the Zendesk Web Widget (Classic) that uses the digital line you've set up. If you're looking for information about how to add a Talk phone number, see Adding Talk phone numbers. For SIP-IN lines, see Adding a Talk SIP-IN line.

Note: Unlike with phone numbers, you can add Talk digital lines while you are on a Suite trial.

This article contains the following sections:

• Adding a digital line
• Configuring a call button
• Editing and deleting digital lines

Adding a digital line

In this section, you’ll learn how to set up and configure a digital line.

To add a digital line

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
2. On the Talk settings page, click the Lines tab. On the Lines tab you can review your existing phone numbers and digital lines and add new lines. On the Lines page, click Add Line > Add digital line.

   

3. On the Settings tab for your new digital line, configure the following setting:
   • Nickname: Enter a unique name for the digital line. You'll need this to identify the line in reports, integrate it with your apps, and to let your agents know the digital line they are being called from.

4. On each tab of the line settings page, configure the settings you want using the following articles as a reference:

   • General Settings tab: See Managing Talk line settings.
   • Voicemail tab: See Configuring voicemail options.
   • Routing tab: See Routing incoming calls to groups of agents.
   • Overflow tab: See Managing overflow calls and after-hours routing.
   • Call recording tab: See Managing call recording options in Talk.
     Note: Not all of the available settings will be available for your digital line.
5. When you are finished, click Save.

Your digital line is now set up. Next, you’ll learn about resources to help you integrate a call button that uses a digital line into your apps or Web Widget (Classic).

Configuring a call button

Now that you've set up your digital line, you can go ahead and configure a call button for your mobile app or the Web Widget (Classic). For more information see the following articles:

• Adding a call button to your mobile app
• Configuring Zendesk Talk settings for Web Widget (Classic)

Editing and deleting digital lines

After you’ve created a digital line, you can edit its settings or delete it if you no longer need it.

To edit a digital line

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
2. From the list of Talk lines, click the gear icon () next to the digital line you want to edit, and then select Edit.

   

3. Edit the settings using the instructions in the Adding a digital line section.
4. When you are finished, click Save changes.

To delete a digital line

When you delete a digital line, it will no longer be connected to your Web Widget (Classic) or mobile apps. To reconfigure these, you must add a new digital line to your Web Widget (Classic) or mobile app settings.

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
2. From the list of Talk lines, click the gear icon () next to the digital line you want to delete, and then select Delete.

   

3. Click Ok to confirm you want to delete the digital line.
   Note: If anyone deletes a digital line that’s being used by the Web Widget (Classic) or a mobile app, you’ll see a warning message on the Talk settings page.