After you've enabled and configured Talk, you need to give your agents access. On Enterprise plans, you use custom roles to configure access to Talk and the Talk dashboard for multiple users simultaneously. If you're not using an Enterprise plan, or if you want to configure settings for individual users, you configure access to Talk from the Team members page in Admin Center.
Currently, you can manage Talk access for one user at a time.
Giving access to Talk (non-Enterprise plans)
If you're not using an Enterprise plan, you configure access to Talk from the Team members page in Admin Center.
To manage access to Talk (non-enterprise plans)
- In Admin Center, click People in the sidebar, then select Team > Team members.
- On the Team members page, click the user you want to grant access to Talk. The user you choose must have the User type of Staff member.
- In the Talk section of the page, enable the Access checkbox. If you don't enable this checkbox, the user cannot access Talk.
- From the Role dropdown, choose one of the following Talk roles for this
agent:
- Admin: An admin can manage all Talk settings found in Admin Center under Channels > Talk, but cannot make or receive calls.
- Team lead: A team lead is a Talk admin who can also make or receive calls.
- Agent: The agent will be the role you'll typically give. Agents can make or receive calls only.
The Talk Admin role does not consume a seat when used in conjunction with a free Support seat such as Contributor or Light agent.
- When you are finished, click Save.
The agent now has access to Talk with the permissions you configured.
Giving access to Talk (Enterprise plans)
If you're on an Enterprise plan, you can use custom roles to more efficiently configure access to Talk settings and the Talk dashboard by role, insead of by individual user. Support admins can manage Talk settings and view the dashboard, regardless of their Talk role.
To manage access to Talk (Enterprise plans)
- In Admin Center, click People in the sidebar, then select Team > Roles.
- Hover over the role for which you want to configure Talk access, click the
option menu icon () and select Edit.
A detailed view of the custom role's settings is displayed. A list of users assigned to the role is also visible in a panel on the right.
- Configure the following settings as required:
- Manage channels and extensions: Turn on this setting to let users assigned to this role manage Talk settings. When this setting is turned on and omnichannel routing is turned off, agents can change the status of other agents from the Talk dashboard."
- View Talk dashboard: Turn on this setting to let users assigned to this role view the Talk dashboard.
- When you're finished, click Save.
16 comments
Tim Pelzer
Hey Zendeskteam,
iam not sure if this is the right way to ask
we are facing the issue for some User that permissions to Talk (Agent) get lost in the Admincenter for unclear reason.
That means the Talkfunktion is not given for the Agent anymore and have to setup again manually in the Admincenter. It happen just to 4 Users out off ~40 in not regulary intvals.
iam pretty sure we are not running out off licences but may there is a Overview showing me available/in use licences.
thanks for your Help
1
Strahinja Nestorovic
Hi,
I don't see "Save" button after I make changes.
0
Abed Islam
I just submitted a support ticket for this. My agents and I no longer have the Talk icons in the Support suite and this is not the first time this has happened. Previously we just reconfigured everything, logged out, cleared cache & cookies, and it showed up eventually. This time I'm not going through that effort, the agents all have either Team Lead or Agent roles and noone has Talk options available in Support. Not sure if something changed recently.
0
Nichole Harrop
Is there a way to enable talk as an Admin? I need to be able to take or make calls while also having the Admin access on our Zendesk account.
4
Anton Verhelst
In the Suite professional, Talk agents can also access the dashboard. Can we somehow disable this?
0
Brandon Tidd
Hi Anton Verhelst -
You should be able to toggle this access from your user roles section.
The last toggle box under Analytics offers the ability to view the Talk dashboard.
Hope this helps!
Brandon
0
Anton Verhelst
Brandon Tidd There are no User roles in Suite professional. Any idea where we can remove acces there?
0
Brandon Tidd
Ahh yes, apologies as it does appear that is an enterprise only feature.
My suggestion would be to post this as a suggestion as product feedback outlining your need to restrict agents from viewing the Talk dashboard.
1
Jeremy Watkin
It doesn't look like anyone answered Nichole Harrop. Can you explain why a Talk admin can't make or receive calls? I am an admin who does occasionally call customers. I guess for now I'll just toggle permissions but this just seems a bit odd. Thanks for your consideration on this!
0
Dave Dyson
Hi Nichole Harrop & Jeremy Watkin!
If you want to have Talk admin access while also being able to make or receive calls, set yourself as Team Leader – as the above article says:
0
Jeremy Watkin
Thank you for the clarity, @...! I think my natural inclination when managing my permissions was to just make myself an admin on everything. Glad you've taken the time to define what each of the levels means.
0
Dave Dyson
0
Lennon Vinícius Alves Dias
Hello! I can active using API endpoint?
0
Edivar Santos
Edivar aqui do time Premier.
Vejo que possui duvidas referente a configuraçao do Talk. Se possivel, poderia me enviar maiores detalhes sobre o que está buscando para que possa tentar ajuda-lo, por favor?
Com os melhores cumprimentos.
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Lennon Vinícius Alves Dias
Olá Edivar Santos, tudo bem?
Gostaria de entender se consigo ativar/desativar o talk (e o chat também) via API, para automatizar a função com a integração do Support existente para o AD.
Hoje para que nossos agentes possam receber ligações e chats, é necessária essa configuração manual.
Att.
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Edivar Santos
Edivar aqui do time de Suporte Premier.
Estou passando para saber se ainda necessita de assistência quanto a configuração do Talk.
Por favor entre em contato com maiores detalhes e então poderemos prosseguir com o caso.
Fico no seu aguardo. Com os melhores cumprimentos.
0