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Feature request: Ability to have a confirmation before starting a call

Answered


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Anton Maslov

Zendesk Luminary

Posted Jun 04, 2024

Similarly to “draft” mode now in Agent Workspace we'd like to have a confirmation for the outbound call request: sometimes agents may missclick the call button switching from i.e. Messaging to email or smth else.


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2 comments

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Shawna James

Community Product Feedback Specialist

Hello Anton, thank you for taking the time to provide us with your feedback.
 
Can I point you in the direction of our product feedback template? This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
 

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Widson Reis

Zendesk Product Manager

Hi Anton Maslov , good timing for your suggestion! 

We are about to release a change where outbound calls will no longer be placed immediately. Instead, the call console will open with the number pre-populated and wait until the agent clicks the "Call" button. This change is intended to minimize errors and will also allow the agent to change the outbound line before placing the call. This should come in the next few weeks.

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