Activating Sell Voice

With Sell Voice, you can call leads and contacts directly from Sell. The cost for the dedicated Sell number is part of your Sell subscription. Usage costs vary depending on the country you are calling to and calling from and are based on the rates provided by Twilio. For more information, see Credit and pricing in your Sell Voice account.

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 calls or texts are made, or the recipients of the communications. Certain jurisdictions may require end-user consent prior to initiating telephonic outreach. By enabling and using features, you agree that you have received the required consent. Due to different regulation standards between countries, Zendesk cannot guarantee the functionality of Sell Voice and SMS.

This article covers the following topics:

• Selecting a Sell phone number
• Setting up a transfer number
• Restrictions to Sell Voice numbers on trial accounts
• Reactivating deactivated Voice users

You can also watch the quickstart video to learn more about selling using Sell Voice and text (2:17)

Related article:

• How do I format a phone number in Sell?

Selecting a Sell phone number

To use Sell Voice, you must confirm your own phone number, then select the Sell phone number that you will use to make and receive Sell Voice calls. Only one user needs to activate the account and proceed through all of the following steps. For all other users of the same account to pick their own Voice number, they can skip steps 1-4 and repeat steps 5, 6, and 7.

Note: If a user has been deactivated for 3 months or more, Zendesk cannot guarantee to reassign the same number to the user if their account is reactivated.

You can only assign one phone number per user, agents for example cannot share the same number. If no one has selected a number, then the default shared number ([phone]) will display.

Note: You must contact Zendesk Customer Support to add a number for agents that are in a country other than the US, Canada, or on mobiles in the UK. You cannot pick your own number if your number is outside the US or Canada, or is not a mobile number in the UK (local and national numbers in the UK must contact Zendesk Customer Support).

To select a Sell phone number

1. On the Sell sidebar, click the Settings () icon, then click Communication Channels > Voice and Text.
2. Enter your own phone number, including the country code, to activate your account. This must be a mobile phone that you have immediate access to. A text message with a verification code is sent to your phone.
3. Enter the code that is displayed on your mobile phone into the verification code field, and click Verify.
4. Click Choose your own Sell Phone Number.
5. Select your country code from the drop-down list.
6. Start typing to search for available phone numbers based on part of a phone number, zip code, or area code.

   For example, if you want your Sell phone number to begin with "2345", type these characters and a number is proposed, if there is one that matches.

   If you can't find a United States number with a certain area code, you can contact Zendesk Customer Support They may be able to assist you.

   Note: Toll-free numbers are not available in Zendesk Sell. However, if you own a toll-free number, then you can import it into Sell.
7. Click Claim this Number.

   This is your new Sell phone number and you are ready to call your leads and contacts.

   If you are recording calls, you must adhere to applicable laws and regulations (see Best practices when recording calls).

   Your Sell Voice number shows on the call recipient's Caller ID.

Setting up a transfer number

If you don't want to make a call through your computer, you can set up numbers to transfer inbound and outbound calls.

To set up a transfer number for outbound calls

1. In Bridge phone number, enter a phone number for your outbound calls to transfer through (for example, (123) 456789).
2. In Default country code, select a country code. This code is used as a prefix when you make an outbound call, unless you specify a different country code when dialing.

Note: When you call a bridging number, you are charged for the connection from Sell to the outgoing phone number, plus the duration of the bridging number call.

When you click a lead or contact's phone number, you'll see on option to call them using this bridge phone number. If you choose this option, your transfer number will ring.

After you pick up your transfer line, Sell Voice calls the contact for you. The call is still recorded and logged in Sell.

To set up a transfer number for inbound calls

For inbound calls, you can choose to transfer to a mobile number when you're not available (for example, if you are on another call).

1. In Bridge phone number, enter a transfer number for inbound calls to transfer to (for example, (123) 456789). When a lead or contact rings you and you are busy, the call is transferred to this number.

Restrictions to Sell Voice numbers on trial accounts

If you are trialing Sell Voice, then you can either buy one default number plus one additional number for the entire account, or you can use the shared trial number ([phone]). However, the shared trial number can only be used to test microphone connections, browser permissions, and whether outbound calls can be made. Because the trial number is shared, you can't use it to receive calls or SMS messages, and you can't have it restored to your Sell account or ported away elsewhere after the trial ends.

The Sell Voice trial includes a credit of one unit. If you require more units, then you must top up the trial units with a credit card.

The maximum number of SMS are limited to 100 for trial accounts.

Note: You cannot pick your own number if your number is outside of the US or Canada.

Reactivating deactivated Voice users

If a user in the account has been deactivated for three or more months, the deactivated user is not guaranteed the same number if they are reactivated again after this period. After three months of deactivation the user will lose their assigned number and the default shared number ([phone]) will display instead. To ensure a user keeps their number, you must reactivate their deactivated account within three months.

If a deactivated user is not likely to ever be reactivated again, permanently delete the deactivated user.

To reactivate a Sell Voice user

1. On the Sell sidebar, click the Settings () icon.
2. Under Manage, click Users.
3. Click the Deactivated tab, then click the deactivated user you want to reactivate.
4. In the Edit user dialog, scroll down to Activate user.
5. Click Activate user.