Understanding Talk Embedded voice

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  • Kevin Miodek

    This is very exciting! A few questions:

    • Can we have several buttons that we'd show to different customers at different stages? One for consumers one for businesses. If so, do we need two talk digital lines?
    • Can we redirect a phone number that is published to our customers to the same talk embedded queue?
  • Jenny Gillett
    Zendesk Product Manager

    Hi Kevin, 

    Thank you for reaching out. Let me answer your questions: 

    1. Yes, you can have several buttons embedded in your mobile app. If you want the calls to go to different groups of agents than, yes you would need to set up two different digital lines and configure what groups you want the calls to go to. You can associate the button with the line by the nickname you gave the digital line in the Talk settings.  
    2. There is only one queue in Talk so phone numbers and Digital calls will go into the same queue, no need to redirect. 

    Hope that answers your questions. 



  • kobe

    I don't want "Caller unknown", how to fix it. @Jenny Gillett

  • Jenny Gillett
    Zendesk Product Manager

    Hi Kobe, 

    There is no way of fixing the "Caller Unknown" behaviour right now, unfortunately. Having said that we are working on the next iteration of this behaviour where we will be allowing the integrator to pass in the user identity of the caller if they have it available to them. I don't have a date for the launch of this new behaviour yet but wanted to share with you we are working on it. Keep an eye on our "What new" forums for announcements and more details in this space. 





  • kobe

    Thanks. Jenny Gillett

  • Антон Минцев

    We use a new Messaging widget and I believe the Embedded Voice is not supported there.
    Am I right?

  • Dion Literato


    Talk embedded voice is not yet available in the new messaging widget but this is still being planned. Updates will be posted should this feature be available to the messaging widget soon.



  • Heather Rommel
    Community Moderator


    Regarding this: The caller number will be shown in the console as "Caller unknown" 

    If the customer is required to sign in, why would they be showing as unknown? 

  • Malinda
    Zendesk Customer Advocate

    Hi Heather!

    The option to allow a customer to sign-in is to provide more control on who has access to the call button. The functionality of the call button does not associate the call with their end-user profile. If a customer signs-in and makes a call via the call button, they will appear as "Caller unknown" because they are not using their phone number to make the call.

    I hope this helps!

    Malinda - Customer Advocate

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