Announcing Voice API powered by Zendesk Messaging

Announced on	Rollout starts	Rollout ends
May 30th, 2023	May 30th, 2023	May 30th, 2023

We’re happy to announce a new Voice API powered by Zendesk Messaging. The API enables you to quickly add a hyperlink or call button anywhere on your website, typically within 15 minutes. This enables customers to seamlessly start a call 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.

The benefits of adding a link or button include the following:

• Control customer conversations by being able to hide or show the call button when and where you want it on your website.
• Offer voice support without publishing a phone number.
• Expand your voice support footprint across countries without the need for local phone numbers.

How to get started

Before you start, you’ll need the following:

1. An enabled Talk plan.
2. A Zendesk plan with messaging turned on. See About messaging.
3. The messaging Web Widget must be configured. See Creating a messaging Web Widget.
4. To add a button or link to your website, you might need help from a web developer.
5. 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 be able to quickly implement the capabilities for you.

What happens when the button or link is clicked?

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 in your Talk settings.

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.

Current limitations

• You can’t set up a call button as part of a Messaging Answer Bot flow.
• Inbound calls using Digital Line/Embedded Voice will show up as "Unknown Caller"