Enabling 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 they 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.

This article covers the following topics:

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

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.

Unlike Talk, in Sell you can only assign one phone number per user, agents for example cannot share the same number. However you can mask a number in Sell Voice.

Note: If you need to add a number for agents in a country other than the United States or Canada, you must contact Zendesk Customer Support for assistance (even if your documents have been previously verified). You cannot pick your own number if your number is outside of the US or Canada.

To select a Sell phone number

1. Click the Settings icon (), then select 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 for inbound and outbound calls.

Outbound calls

Enter a phone number for outbound calls in Bridge phone number. For example, (123) 456789. Select a country code from Default 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: Bear in mind, that 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.

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). Enter a transfer number, 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 and one additional number for the entire account, or use the shared trial number ([phone]). The trial number is shared, therefore you cannot have it restored to your Sell account or ported away elsewhere after the trial ends.
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.