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Adding Talk to messaging
Posted Feb 16, 2022
I am super interested and I believe Talk digital line would be a major plus in my Zendesk experience. It taps into a business need that will quite enhance the end users experience and journey through Zendesk.
Unfortunately, currently Talk is available only through the old Web Widget (Classic). There is no way to add it in the newer messaging web widget. Moreover, there is no way to add multiple web widgets.. Not even on multiple different websites.
At the current moment I cannot compromise the already established Zendesk messaging where we receive a volume of messages to switch to Web widget classic (Which is less convenient than Zendesk messaging)
Being able to create more than web widget (One classic and one Zendesk messaging) OR adding Talk to Zendesk messaging is a feature that would totally transform the Zendesk Support Experience.
Please look into adding this feature. Thank you!
2
9 comments
Official
Martin Holmes
Hi,
Updating this thread to clarify that this functionality was launched in May 2023. For more info on setting this up, please see this guide.
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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:
0
Jenny Gillett
Hello Mostafa,
Thank you for reaching out and taking the time to write on our community.
I wanted to let you know that we are very aware of this gap between the new Zendesk Messaging widget and Talk in our classic web widget and we are on the case. This work is planned and we aim to launch the voice capability in Messaging in H2 2022 and we have an exciting roadmap planned for additional capabilities of voice inside of Messaging.
I would love to set up a call and talk to you directly about your voice use case in Messaging, I will send you an email to see if this is something you would be interested in talking to us about.
Thanks
Jenny
3
Michael
Hey, any update on this?
2
Sean Chuang
Hello,
This work is currently in motion. We are excited to be sharing this with the world very soon.
Thank you for your patience.
Sean
0
Antonio Naddeo
Any update on the feature please?
1
Kris Parker
Any update on this feature?
I think we've missed the timeline given by the Product Managers here...
1
Kris Parker
Martin Holmes
Thanks for your reply. I'm not sure that I'd agree that the feature is released in how the original post was suggesting.
Having the ability to add the phone widget to our website is not the same as offering the phone option through the Messaging widget. What we'd love to see is to use the callback option within the widget flow itself versus a stand alone interface. This was the experience in the legacy widget and what the initial post was looking for
0
Martin Holmes
Hi Kris,
Apologies if I am misunderstanding the original post. From what I could understand, the problem was that digital calls were not available in the newer Zendesk messaging web widget and could only be made from the old Zendesk "classic" web widget. The changes released earlier this year allow digital calls to be made from the messaging web widget.
Are you looking for the request a callback feature to be added to the messaging web widget?
0
Kris Parker
Martin Holmes Thank you for the quick reply!
What I'm looking for / hoping for is the ability to add talk directly within the messaging flow versus the standalone widget that the Voice API release provides.
From your linked page I see that this is a current limitation.
0