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借助由 Zendesk 消息传送提供技术支持的 Voice API，您可以在网站的任意位置快速添加链接或通话按钮。客户可使用该链接或按钮通过消息传送 Web Widget 与您通话，而无需离开您的网站。这些对话的功能类似于 Zendesk 专员工作区中的常规电话，只是来电人无需拨打或知道号码。
添加该链接或按钮后，您可以：
- 根据需要隐藏或显示您网站的通话按钮，控制客户对话。
- 提供语音支持，而无需公布电话号码。
- 在各个国家/地区扩展语音支持范围，而无需提供本地电话号码。
当客户使用您设置的通话按钮或链接与您的企业通话时，通话将在其网络浏览器中进行。消息传送 Web Widget 可托管通话，并指导来电人完成通话流程。通话将通过您配置的数字线路进行。
接到来电后的处理方式与常规 PSTN 电话相同，即加入标准通话队列，等待下一空闲专员处理。专员接听电话后，系统会创建一张工单。
本文包含以下部分：
入门
使用前，您需要执行以下操作：
- 设置语音渠道。请参阅启用语音渠道并配置通用设置。
- 设置消息传送渠道。请参阅关于消息传送。
- 配置消息传送 Web Widget（必要项）。请参阅创建消息传送 Web Widget。
- 在您的网站上添加一个按钮或链接。您可能需要网络开发者的帮助。
- 配置数字线路。请参阅添加 Talk 数字线路。
满足这些要求后，请阅读快速入门 - 消息传送中的语音，以便将通话功能嵌入您的网站。开发者通常可在 15 分钟内添加此功能。
当前的限制
- 您无法在消息传送回复工作流程中设置呼叫按钮。
- 使用消息传送 Web Widget 进行的通话仅部分支持消息传送身份验证。来电人仅在满足以下两个条件时才能被正确识别：
- 他们已通过 Web Widget 在消息传送中进行身份验证。
- 他们在来电之前已经提交了消息传送工单。
10 条评论
Kyle K.
Is there an option to enable customers to enter into the callback queue rather than making a live call directly?
0
Gerardo
Yes, when is it planned to roll this out natively into messaging answer bot flow?
It's been a while and now that Messaging is taking over Chat, this function should be better developed, more accesible annd customizable.
0
Brett Bowser
1265124040050 I would recommend creating a feedback post in the following community topic so our Product Managers have visibility. It's difficult for them keep track of feedback across all our articles so I don't want this comment to get lost :)
Feedback - Chat and Messaging (Chat)
I hope this helps!
0
Mark L
Hey 1263082309989
Do we know if/when we'll be able to add the call button as Part of a Zendesk Messenger flow?
We are looking to utilise this in a couple of workflows that contain branching conditions based of API calls, so where the button will only appear int he workflow if the customer needs a specific condition we have set.
If they do meet the criteria they'll have the option to call
If they do not meet the criteria then they will not have the option to call
0
Antonio Naddeo
Sean Chuang we currently use Voice embedded in the Classic Web Widget, together with Chat. The current set up allow us to display the Voice button only to customers who have a specific user tag.
When we will be moving to messaging and if we were to add a button to our website with Voice API powered by Zendesk Messaging, can we still limit the visibility only to users that have a specific user tag?
0
Mike DR
0
Tobias Hermanns
When it comes to Bot automatically build in?
2
Vernelle
What data is collected from the caller if we wanted to implement this feature? The last time I allowed this through the support widget, it didn't collect any information from the user so it was more of a hassle than convenience for customers since we would have to ask for their phone number instead of it already appearing like it does when they call our phone line natively.
please advise.
1
Sean Chuang
Hello, thank you for the question. It is something we have on the backlog and will assess after launch of Voice API. If you can kindly ask your developer to take a look at Quick start - Voice in Messaging as it is very easy to embed the call button (~15 mins of work). Thanks!
0
Mark Ganusevič
Hi, when is it planned to roll this out natively into messaging answer bot flow?
3
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