How to Set Up Call Routing in Talk - Frequently asked questions
Frequently asked questions
How do I set up call routing in Zendesk Talk?
To set up call routing in Zendesk Talk, you need to configure settings in the Admin Center. First, ensure you have a Talk number enabled and have set up agent groups. You must be on a Talk Team plan or higher and have administrative access. Once…
What are the prerequisites for setting up call routing in Zendesk Talk?
Before setting up call routing in Zendesk Talk, ensure you meet certain prerequisites. You must have a Talk Team plan or higher and be an administrator in the account. Additionally, confirm that you are using Talk, not Sell Voice, as they serve…
How can I manage Talk line settings in Zendesk?
Managing Talk line settings in Zendesk involves configuring permissions and settings for your phone line. Access the Admin Center, then navigate to Channels > Talk and email > Talk, and Open Lines. Here, you can adjust settings such as…
How do I select agent groups for call routing in Zendesk Talk?
Selecting agent groups for call routing in Zendesk Talk is a key step in managing your call flow. Once your Talk line settings are configured, choose which agent groups will receive calls. This can be done in the Admin Center under the Talk…
How do I set up greetings for my Zendesk Talk phone line?
Setting up greetings for your Zendesk Talk phone line involves recording and configuring the messages callers hear. To set up greetings, navigate to the Talk settings in the Admin Center and follow the instructions to record and set your desired…
What advanced permissions can I configure in Zendesk Talk?
In Zendesk Talk, advanced permissions allow you to customize call routing based on business hours and more. If your plan supports it, you can route calls according to business hours and practice transferring calls, including warm handoffs….
How can I verify my call routing setup in Zendesk Talk?
Verifying your call routing setup in Zendesk Talk ensures that your configuration works as intended. Have your agents set their Talk agent state to Online and perform a test by calling your Talk number. This will help you confirm that calls are…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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