Connecting a Talk Call with a Customer



  • Dan Kondzela
    Zendesk Customer Advocate

    Great question, Clint.

    I would make sure of a few things. First, double check that the user who should have the number on their profile has it marked as both a direct line, and is properly formatted. We have documentation on number formatting here: What are the accepted phone number formats for Talk 

    Once the number is added you can designate it's the direct line by going to their profile, selecting the drop down next to the number, and marking it as such.

    Once these steps are taken it ought to attribute to the proper caller. If it doesn't, make sure the number is not present on multiple user profiles. If it is, consider merging the profiles (Merging a user's duplicate account) or removing the non-used profile.



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