When you have activated Sell Voice you can make and receive calls and text messages.
This article contains the following topics:
- Making calls with Sell Voice
- Answering inbound calls
- Setting up an auto dialer (call list) with Voice (Enterprise and Elite)
- Using text messaging (SMS)
- Sending a text message from a lead or contact page
- Responding to a text message from a lead or contact page
Making calls with Sell Voice
Sell Voice is available on all plans and every account comes with complimentary call credit.
To make an outgoing call
- Click the phone icon from the top toolbar of any page, and start typing the name of a user or company.
You'll see matches for the text anywhere that it appears in a lead or contact record. For example, if you type "Mar", you might see the users "Margaret", "Mark", and "Simon Martin", or the company "Marcom", or the address "Martin Road". A user might have more than one entry, for example, if they have a mobile number and a home number.
- Click the number you want to add to the call.
Alternatively, open the lead, contact, or deal page for the person you want to contact. Click the phone number and call via browser, or call via a mobile transfer number, if a transfer number is configured.
- Sell Voice dials the contact’s phone number and call controls are visible at the bottom of your screen.
Your Sell Voice number shows on the call recipient's Caller ID.
- If this is the first time that you are making a Sell Voice call, give Sell access to your microphone in your web browser.
- You can use the following controls during the call:
Call Feature Description Contact or lead information The person you are talking to, company, and phone number. If the contact is associated with a deal, this is also visible. Call length A record of the time on the call. For example, 1:41 (1 minute and 41 seconds). Dial pad. Use the dial pad to enter numbers when navigating a menu or leaving a voicemail. Delete the recording. Mute or unmute your microphone. Call scripts and notes. You can make notes during the call and these are logged against the lead or contact as a call log.
Call scripts are available on Enterprise and Elite plans and can be defined by an admin user in Settings > Voice and Text > Scripts
Call list (if available). You can set up a call list so that you can call contacts or leads in succession. End Call button End the call for all parties. - When the call is complete, a call summary screen is displayed. You can select a call outcome and add notes about the call. If the contact you're calling is associated with a deal, you can also choose a call topic. When you’ve logged the outcome and added notes, click Save to attach the call to the lead, contact, or deal.
The details of the call are logged for the lead or contact, along with a recording (if you have call recording enabled), and the specified call outcome.
Note: If you are recording calls, you must adhere to applicable laws and regulations. See Best practices when recording Sell Voice calls for more information.
Answering inbound calls
When someone calls your Voice phone number while you're using Sell, you are notified in your Sell window.
If you are on your Voice line when someone tries to call you, or you click to ignore, they caller receives a message that you are not available.
Setting up an auto dialer (call list) with Voice (Enterprise and Elite)
On Enterprise and Elite plans, you can create an automatically dialed call list. See Creating a call list for automatic dialing.
Using text messaging (SMS)
Text messaging (SMS) is a quick and effective way to communicate with prospects and customers. You can select your own Voice phone number to text on the web or mobile app.
Text messaging through Voice doesn’t require any additional setup because it uses your existing Voice number. If you haven't selected your Sell Voice number yet, set up your Voice number.
When you select your Voice number remember that some phone numbers support call capabilities only, while other phone numbers support both call and text message capabilities. Next to each available phone number to choose from you'll see icons to indicate whether the number supports call, text messaging, or both.
If you want to send and receive text messages (SMS) using international numbers, see the Twilio guidance.
Sending a text message from a lead or contact page
Send texts directly from the contact or lead page.
To send a text message
- Open the lead or contact page for the person you want to contact.
- Click the Send a text message tab.
Note: The Send a text message tab only displays for Leads, Contacts, or Deals if you have already claimed a number in Settings > Voice and Text. It will not display if the number you have claimed does not support texting.
- Type the message and click Send message.
The message is logged and sent to the lead or contact.
See Managing your Sell email, phone calls, and text messages to send and delete a text from the Communication Center.
Responding to a text message from a lead or contact page
You can reply to a text message if it has been sent directly to your number.
To respond to a text message
- In the Activity Feed for a lead or contact, click the text message you want to respond to.
Note: You can only respond to text messages that have been sent directly to your number.
- Type your message in the Add a message to this conversation field.
- Click Send Message.
The message is logged and sent to the lead or contact.
See Managing your Sell email, phone calls, and text messages to respond to a text from the Communication Center.
6 Comments
If we configure the transfer number to be our main company line/IVR that is managed through Zendesk Support/Talk, will that work?
If it works, will we be double-billed for voice time in both Sell and Support for calls that initially ring into a direct line on Sell and then transfer over to our general, company phone line in Support/Talk?
Hi Nick,
Yes, you can set up your Zendesk Sell transfer number to be your main company line/IVR in Zendesk Support.
However, you are correct that because these two products each have their own phone system, you would see double the charges per call for first connecting in Sell and then transferring to Support.
I will mention your feedback on this workflow to our Product Team! At this time, you could have more agents use your Support company phone line to take calls if they need to be apart of a routing system between sales reps and support agents.
Katie Dougherty my team is having major issues with caller ID since last week. They usually call via the transfer number (via their phone).
On the customer's end its showing the transfer number (personal phone number of my teams phones) or "hidden number". This is obviously a problem.
What we need is to show the zendesk phone number as it did before. How do we fix this.
Hi Ryo Ogochi,
It sounds like you and your team may have been using a masking number if your workflow involved having a different phone number than your Sell Voice number appear on the caller ID.
I have created a ticket between you and our team so we can further investigate your account and place a few test calls if necessary! Please check your email for a recent notification on your ticket.
Lastly, I want to point out that masking your Sell phone number only impacts calls through your Sell Voice number (not your transfer number). See the note in the masking article:
Hello,
I would like to start using VOICE
However my Question is,
Can Transfer a LIVE call to another Agent who is also on VOICE>
Can We Transfer the Call to another phone that's not within Zendesk
Hi David er,
If you are interested in Sell's Voice feature, the best place to start is with the article: Enabling Sell Voice!
To answer your question, the Voice feature cannot transfer live calls, but you can set up a transfer number to transfer missed calls to another number (and even a number outside of Zendesk).
You can post any feedback on Sell's Voice feature in the Zendesk Sell Community Feedback section!
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