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Understanding Talk Embedded voice



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Rob Stack

Zendesk Documentation Team

Edited Jan 22, 2025


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17 comments

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

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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. 

Thanks

Jenny

 

 

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Thanks. @...

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

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Dion

Zendesk Customer Care

Hello,

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.

Regards,

Dion

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Hi!

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? 

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Malinda

Zendesk Customer Care

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

Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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Hi,

Do you have any update on when we will be able to know who is the caller through the digital line (we only use the inapp SDK) ?

Thanks.

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Hi, 

Is it possible to add to the Call us option an email or other information to ask to the customer before calling?

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Michael Froeming

Zendesk Customer Care

Hi Gerardo,
 
Currently, there's no way to ask the callers their email or other details before initiating a call.
 
We encourage you to create a new post in the Talk Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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Hi ZD,

It appears the link here (Talk Mobile SDK) is broken

  • If you're adding a call button to an app, the app must be enabled with a call button and associated with a digital line using the Talk Mobile SDK. The device on which the app is installed must support the WebRTC communication protocol.

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Rob Stack

Zendesk Documentation Team

Hi Bill, thanks for pointing this out. The link is now fixed.

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Hello,

Are there any timelines on embedding talk options to new messaging widget, or maybe a custom button we can implement to our website?

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Messaging with Digital Line doable?

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Gabriel Manlapig

Zendesk Customer Care

Hi Tobias,
 
We recently launch Voice API powered by Zendesk Messaging. It contains steps on how you can add Digital Line to your messaging. For more details, please see article below:
 
Voice API powered by Zendesk Messaging
 
I hope that help. Thank you!
 

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Hi Gabriel Manlapig

We tried this solution, it´s working but not what we need.

We want people call pro-active on their end-devices, once they give us their number or in best case add themself into the Zendesk "Callback Queue" Hotline. So more something like this:

https://support.zendesk.com/hc/en-us/articles/4408824310426-Configuring-Zendesk-Talk-settings-for-Web-Widget-Classic-

In the end you see a screenshot "Request a Callback".

Does Zendesk Messaging, Answer Bot can support it?

Thanks.

Tobias

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Gabriel Manlapig

Zendesk Customer Care

Hi Tobias, 

The "Request a Callback" feature is only available for the classic web widget for now, and this is not yet available for messaging unfortunately.
 
I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future. Thank you!
 

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