Identify Users on Calls - Frequently asked questions
Frequently asked questions
Why are some users not correctly identified when they call in on Zendesk Talk?
Users may not be correctly identified due to phone number formatting or shared numbers. For Zendesk Talk to identify a user, their phone number must be in the E.164 format and marked as their direct line. If a number is shared among multiple users,…
How can I format phone numbers for Zendesk Talk?
Phone numbers must be in the E.164 format for Zendesk Talk. This format includes the country code, followed by the national number, such as +16175551212. Ensuring numbers are correctly formatted helps Zendesk Talk identify users…
Can I use shared numbers for multiple users in Zendesk Talk?
Shared numbers can cause identification issues in Zendesk Talk. Zendesk Talk associates shared numbers with the user who has it marked as their direct line. If multiple users share a number, it will default to the original user. Consider using…
What should I do if a user is not identified correctly in Zendesk Talk?
If a user is not identified correctly, check their phone number format and direct line status. Ensure the number is in E.164 format and marked as the user's direct line. If the issue persists, consider merging the caller's profile with the correct…
How can I display an organization name for calls in Zendesk Talk?
To display an organization name, edit the user profile with the organization's number as a direct line. Change the end-user's name to the organization name. This way, calls from that number will show the organization name as the…
How do I select which number to use for outbound calls in Zendesk Talk?
In Zendesk Talk, the number used for outbound calls defaults to the last line used by the agent. Agents can select the desired line within the Talk console before placing a call. This ensures the correct number is displayed to the…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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.”
Freecash
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