Understanding Zendesk Voice API and Its Functionality
What is the Zendesk Voice API and how does it work?
The Zendesk Voice API allows you to add a call button or link to your website, enabling customers to call you directly through their web browser. This feature is powered by the Zendesk messaging Web Widget, which hosts the call and guides the caller through the call flow. The call is placed on a digital line configured in your Talk settings and behaves like a regular phone call in the Zendesk Agent Workspace. This means the call is queued for the next available agent, and a ticket is created once the call is answered.
For more details, you can check the originalZendesk documentation.
More related questions
What are the requirements to use the Zendesk Voice API?
To use the Zendesk Voice API, you need an enabled Talk plan and a Zendesk plan with messaging turned on. Additionally, the messaging Web Widget must be configured, and you might need a web developer to add the call button or link to your website. A…
Can I control the visibility of the call button on my website?
Yes, you can control the visibility of the call button on your website. This feature allows you to hide or show the call button as needed, giving you control over customer conversations. This is particularly useful if you want to offer voice…
What are the current limitations of the Zendesk Voice API?
The current limitations of the Zendesk Voice API include the inability to set up a call button as part of a messaging answer flow. Additionally, messaging authentication is only partially supported for calls using the messaging Web Widget. The…
How does the Zendesk Voice API handle customer authentication?
Customer authentication with the Zendesk Voice API is only partially supported. For a caller to be correctly identified, they must be authenticated in Messaging via the Web Widget and have previously submitted a Messaging ticket. Without meeting…
How can I expand my voice support using the Zendesk Voice API?
The Zendesk Voice API allows you to expand your voice support footprint across countries without needing local phone numbers. By adding a call button or link to your website, you can offer voice support to customers worldwide, all while managing…
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