Using calls and text in Sell Voice

When you have activated Sell Voice you can make and receive calls and text messages.

Note: You are solely responsible for using the voice and text features in Zendesk Sell in compliance with all applicable laws. Zendesk does not control the content of your telephonic communications, when they are made, or the recipients of the communications. Certain jurisdictions may require end-user consent prior to initiating telephonic outreach. By enabling and using these features, you agree that you have received the required consent.

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

1. 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.

   

2. 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.

   

3. 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.

4. If this is the first time that you are making a Sell Voice call, give Sell access to your microphone in your web browser.
5. 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.

6. 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 don’t answer, or your computer is off, or you click to transfer, the call is forwarded to the transfer number that you provided during setup. This can be a desk phone or a mobile phone.

Note: We don't offer Voicemail services currently. If you are not available for a call and didn't input a transfer number, the caller receives a message that the person they are trying to reach is not available.

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

1. Open the lead or contact page for the person you want to contact.
2. 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.
3. 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

1. 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.
2. Type your message in the Add a message to this conversation field.
3. 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.