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The Voice API powered by Zendesk messaging enables you to quickly add a link or call button anywhere on your website. Customers can use the link or button to call you using the messaging Web Widget without leaving your website. These conversations function like regular phone calls in the Zendesk Agent Workspace, except the caller does not need to dial or know a number.
Adding a link or button enables you to:
- Control customer conversations by hiding or showing your website’s call button as required.
- Offer voice support without publishing a phone number.
- Expand your voice support footprint across countries without the need for local phone numbers.
When a customer calls your business using the call button or link you set up, the call will be placed using their web browser. The messaging Web Widget hosts the call and guides the caller through the call flow. The call will be placed on the digital line that you configured.
When the call is received, It behaves in the same way as a regular PSTN phone call, it’s placed in the standard call queue for the next available agent. Once the agent answers the call, a ticket is created.
This article contains the following sections:
Getting started
Before you start, you’ll need to do the following:
- Set up the voice channel. See Enabling the voice channel and configuring general settings.
- Set up the messaging channel. See About messaging.
- Configure the messaging Web Widget must be configured. See Creating a messaging Web Widget.
- Add a button or link to your website. You might need help from a web developer.
- Configure a digital line. See Adding a Talk digital line.
Once you’ve met these requirements, read Quick start - Voice in messaging for help embedding call capabilities into your website. A developer should typically be able to add this capability within 15 minutes.
Current limitations
- You can’t set up a call button as part of a messaging answer flow.
- Messaging authentication is only partially supported for calls using the
messaging Web Widget. The caller will be identified correctly only if both these
conditions are met:
- They are authenticated in Messaging via the Web Widget.
- They have submitted a Messaging ticket at some point before calling.
10 comments
Kyle K.
Is there an option to enable customers to enter into the callback queue rather than making a live call directly?
0
Gerardo
Yes, when is it planned to roll this out natively into messaging answer bot flow?
It's been a while and now that Messaging is taking over Chat, this function should be better developed, more accesible annd customizable.
0
Brett Bowser
1265124040050 I would recommend creating a feedback post in the following community topic so our Product Managers have visibility. It's difficult for them keep track of feedback across all our articles so I don't want this comment to get lost :)
Feedback - Chat and Messaging (Chat)
I hope this helps!
0
Mark L
Hey 1263082309989
Do we know if/when we'll be able to add the call button as Part of a Zendesk Messenger flow?
We are looking to utilise this in a couple of workflows that contain branching conditions based of API calls, so where the button will only appear int he workflow if the customer needs a specific condition we have set.
If they do meet the criteria they'll have the option to call
If they do not meet the criteria then they will not have the option to call
0
Antonio Naddeo
Sean Chuang we currently use Voice embedded in the Classic Web Widget, together with Chat. The current set up allow us to display the Voice button only to customers who have a specific user tag.
When we will be moving to messaging and if we were to add a button to our website with Voice API powered by Zendesk Messaging, can we still limit the visibility only to users that have a specific user tag?
0
Mike DR
0
Tobias Hermanns
When it comes to Bot automatically build in?
2
Vernelle
What data is collected from the caller if we wanted to implement this feature? The last time I allowed this through the support widget, it didn't collect any information from the user so it was more of a hassle than convenience for customers since we would have to ask for their phone number instead of it already appearing like it does when they call our phone line natively.
please advise.
1
Sean Chuang
Hello, thank you for the question. It is something we have on the backlog and will assess after launch of Voice API. If you can kindly ask your developer to take a look at Quick start - Voice in Messaging as it is very easy to embed the call button (~15 mins of work). Thanks!
0
Mark Ganusevič
Hi, when is it planned to roll this out natively into messaging answer bot flow?
3
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