Managing unified conversations in the Zendesk Agent Workspace

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5 Comments

  • Tina Desprez

    Lisa Kelly,

    How does the Agent Workspace interact with third-party telephony integrations? I've read quite a bit about how it interacts with Talk. We have an active integration btw Zendesk and Talkdesk. Thanks.

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Tina. I'm not familiar with how the Agent Workspace interacts with third-party telephony integrations, but maybe Kolten Kittleson can comment. 

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  • Kolten Kittleson
    Zendesk Product Manager

    Tina Desprez

    Great question! The Agent Workspace interaction with third-party telephony integrations should remain constant. The UI was built out with such things in mind, so if there are changes it would likely be due to how that specific integration is opting to work. 

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  • Lila Kingsley

    I've not seen the browser notification for Talk before (specified in this section above) and am interested in how to set it up. 

    I just found this article which sounds like it would detail how to do it. but it just points to another article which doesn't even reference browser notifications.  Can someone advise? 

    When I look in my chrome notification settings I just see our subdomain URLs with a port specified.  Do we need to add z3n-iris.zendesk.com as appears in the screenshot above?

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  • Christine Felicia
    Zendesk Engineering
    Hi Lila,

    Browser notifications occur automatically for incoming calls when browser notifications are enabled. This is a browser setting outside of Zendesk. Browser notifications are a feature of Firefox and Chrome, but not Safari or Internet Explorer. 

    If you are using Chrome, you can click the lock icon beside the URL and then allow/enable 'Notifications' from there.

     
    Hope this helps!
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