Adding a third-party to a conference call

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  • Beth Perry



    Is there a way to do a conference call with one agent and 2 end users?  Or can you only add another agent to a conference call?





  • Carly N

    I have the same request as beth- I see how we can connect one agent with one end user and another end user- but need the ability to connect one agent with two end users. 




  • Right there with Carly and Beth! Is this feature available? On the horizon? 




  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing your feedback everyone!

    I would recommend cross-posting in our Talk Product Feedback forum as well.

    Feel free to reply to this thread with the link to your post for other users to upvote :)

  • Mindy Copenhaver

    Are call recordings still paused while in the process of transferring? Do they resume once you add to call? This is how we maintain PCI compliance with sensitive information so we need to verify the credit card information is not recording using this process. 

  • Brett Bowser
    Zendesk Community Team

    Hey Mindy,

    The parts of calls not recorded include:

    • On-hold time and time in queue
    • Consultation time before transferring a call to another agent
    • A call routed to IVR that then directs the call to a external phone number

    You can find out more information in the following article: Zendesk Talk call recording FAQ

    Hope this helps!

  • Brett Bowser
    Zendesk Community Team

    @Beth, Carly, and Tomasz, it looks like I was incorrect in my previous response. I did some testing in my own account and you should be able to loop in another end-user to the conference call. I can see how the above article can be a bit misleading since it only mentions adding an additional agent to the call. 

    We will reach out to the appropriate team to get this information updated :) 


  • Rob Stack
    Zendesk Documentation Team

    Thanks Brett and all who mentioned this. I've now updated the article to state that the third-party can be any external number as well as another agent.


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