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Managing Talk


Using generative AI to create call summaries and transcripts on tickets

You must have the Advanced AI add-on to use the features described in this article. There are...

Edited Feb 11, 2025

3 votes  ·  34 comments

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Managing Zendesk Talk lines

What's my plan? This article describes how to manage general settings for Zendesk Talk lines. For details about ma...

Edited Jun 21, 2024

18 votes  ·  14 comments

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Zendesk Talk call transcription and summarization FAQ

What's my plan? In this article, you'll find frequently asked questions and answers about call transc...

Edited Feb 11, 2025

1 vote  ·  1 comment

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Using the Voice API powered by Zendesk messaging

The Voice API powered by Zendesk messaging enables you to quickly add a link or call button anywhere on your websit...

Edited Jul 01, 2024

2 votes  ·  10 comments

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Understanding call recording permissions (opt-in and opt-out)

What's my plan? Important: You are responsible for using the recording features in Zendesk Talk...

Edited Dec 09, 2024

0 votes  ·  5 comments

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Understanding how Talk handles unknown callers

What's my plan? When a call is received to your call center, Talk automatically associates the phone number of the ...

Edited Jun 21, 2024

4 votes  ·  3 comments

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Acquiring a German toll-free number

In Germany, the National Regulator (BNetzA) directly assigns toll-free numbers to individuals and companies. Once ...

Edited Jan 18, 2025

1 vote  ·  2 comments

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Managing Talk line settings

What's my plan? This article describes the settings you can apply to individual Zendesk Talk lines. For ...

Edited Dec 10, 2024

3 votes  ·  5 comments

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Managing call recording options in Talk

What's my plan? When you enable call recording in Talk, all calls are recorded by default and attached to ...

Edited Dec 16, 2024

9 votes  ·  18 comments

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Zendesk Talk call recording FAQ

What's my plan? Below are some frequently asked questions and answers about call recording in Zendesk Talk. ...

Edited Jul 29, 2024

4 votes  ·  30 comments

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Managing outgoing greetings

What's my plan? Zendesk Talk enables you to configure the following greetings from the Greetings tab of the...

Edited Feb 02, 2025

5 votes  ·  14 comments

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Routing incoming calls to groups of agents

What's my plan? For each of your Talk lines, you can choose to route incoming calls to only the agent groups ...

Edited Jun 21, 2024

12 votes  ·  24 comments

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Managing overflow calls and after-hours routing with Talk

What's my plan? An overflow call is a call that cannot currently be taken by any agents or answered b...

Edited Feb 05, 2025

6 votes  ·  16 comments

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Routing incoming calls with IVR

What's my plan? Using multi-level interactive voice response (IVR), or phone trees, you can route cus...

Edited Feb 05, 2025

11 votes  ·  41 comments

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Routing calls based on business hours

What's my plan? You can configure when calls are routed to available agents based on your scheduled business...

Edited Jun 21, 2024

4 votes  ·  8 comments

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Blocking unwanted callers

What's my plan? When you run a call center, you might need to block unwanted or spam calls. Talk gives ...

Edited Dec 09, 2024

0 votes  ·  11 comments

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