Announcing additional flexibility for your digital line setup

Announced on	Rollout starts	Rollout ends
November 10, 2021	November 10, 2021	November 19, 2021

We are rolling out some changes to how you configure a digital line in Zendesk Talk to give you the ability to offer a digital call option to your customers without the need to have a phone number. This announcement explains what’s changing.

This announcement includes these sections:

• Why is Zendesk doing this?
• Before: Setting up a digital line
• After: Setting up a digital line

Why is Zendesk doing this?

We are making this change so that you will be able to configure digital lines without needing to include an outbound phone number in your digital line setup. Digital lines that don’t include an outbound number can only be used for browser-to-browser and transfer-to-agent-through-browser calls.

If your business doesn’t need overflow and agent forwarding (more advanced Talk options), this change will allow you to create a truly digital call experience with a call button connected to a digital line and no need to include (or worry about) regular phone numbers.

Before: Setting up a digital line

In the past, you had to include an outbound number in the setup for each digital line. The outbound number option will no longer be a mandatory part of the setup; it’s optional now.

Here’s what the outbound number option looked like before. Keep reading to see what it will look like once this change reaches your account.

After: Setting up a digital line

The new outbound number option is an optional checkbox that looks like this:

The Overflow tab will only be visible when Enable overflow and agent forwarding for this line is selected.

You will still be able to add an outbound number to a digital line, if needed. For example, you will still need an outbound number if you want to support overflow and agent forwarding (see Managing overflow calls and after-hours routing with Talk).