Understanding Talk Embedded voice

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  • 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. @...

  • Anton M.

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

  • Dion
    Zendesk Customer Care


    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
    The Product Manager Whisperer - 2021


    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 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

  • Team Car Quality


    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) ?


  • Gerardo


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

  • 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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