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Managing Availability Status in Zendesk Talk

Learn how to manage your availability status in Zendesk Talk to avoid missed calls and improve customer service.

How can I manage my availability status in Zendesk Talk?

To manage your availability status in Zendesk Talk, you need to manually set yourself as offline or away when you're not working. This is important because Talk does not automatically change your status if your screen is off or your computer goes to sleep, which might cause you to miss calls. If you forget to change your status, an admin can update it for you. Remember, each missed call means the customer waits 30 seconds before being rerouted to another agent.


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What should I do if I can't take an incoming call in Zendesk Talk?

If you can't take an incoming call in Zendesk Talk, it's best to decline it rather than letting it ring out. Talk automatically routes calls to the first available agent, and if the call isn't answered within 30 seconds, it moves to the next…

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What is wrap-up mode in Zendesk Talk and how should I use it?

Wrap-up mode in Zendesk Talk allows agents to complete post-call tasks, such as logging tickets and making notes, after a call has ended. This mode might be disabled in your instance, so check with your admin if you're unsure. If using wrap-up…

How can I support multiple languages in Zendesk Talk?

To support multiple languages in Zendesk Talk, agents can choose which phone line to use for outbound calls. From the drop-down list next to the dial pad icon, select the desired outbound number. This ensures the customer sees the correct incoming…

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