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Talkdesk Callbar FAQ


Q: What is the new Talkdesk Callbar application and why do I need it?

A: Talkdesk Callbar is a new application that allows users to make and receive calls via Talkdesk from any application they are working in. It works just like the existing Call Bar in the main Talkdesk web application or the CTI Widget, giving your agents the power to communicate with your customers in real time. 

Here are just some of the benefits of the new Callbar:

  • Lightweight and easy to use. Talkdesk's Callbar can be used by anyone in your organization - no training required.
  • Compatible across applications. Talkdesk supports your existing workflow and ensures you always have the context you need when connecting to customers in real-time.
  • Always accessible: make and answer calls from anywhere on your desktop - no more having to comb through open tabs for your softphone.
  • Callbar is also fully integrated with Salesforce, Zendesk and and supports click-to-call, screen pops, call logging and more.

Q: How do I install the new Callbar?

A: Download the Talkdesk application from the Chrome Webstore and follow the instructions here

If your company uses G Suite by Google, then you can automate the installation of Talkdesk's Chrome Extension and Callbar to all your agents by setting a policy. This will save time and make sure everyone in your team has what they need! To do this, simply follow the instructions here.

Q: What account is the new Callbar connected to?

Q: What version of Chrome do I need to install the Callbar?
A: Version 51 or greater.

Q: What is the latest version of the Callbar?
A: 1.0.9

Q: How do I connect the Callbar to my Salesforce account?
A: Follow the instructions here.

Note: If you have both the Callbar and the Salesforce CTI Widget installed, you will need to disable users from the Salesforce CTI Widget and add them to the Callbar only (you can have both CTIs configured as part of your Salesforce instance at the same time, but you cannot have the same user enabled for both at the same time).

Also note that the Callbar does not have any UI associated. When you log into Salesforce and have the Callbar enabled, you will not see anything in your Salesforce environment - this is expected!

Q: How do I connect the Callbar to my Zendesk account?
A: Follow the instructions here.

Q: How do I connect the Callbar to my account?
A: Follow the instructions here.

Q: How do I know if there are updates to the new Callbar?
A: The Callbar will check every 15 minutes for updates. If a new update exists, it will display a message with an 'Update now' button that you can click to update the Callbar.

Note: If your Callbar is not updating or notifying you of updates, try restarting Chrome first. You can check the version of your Callbar by typing chrome://extensions/ in the address bar.

Q: Will the new Callbar support the same level of integration as my CTI Widgets?
A: Yes. However, the feature parity will have a phased delivery plan.
Initial release will support click to call, opening contacts and logging calls in Salesforce, Zendesk and Desk.

Q: Can I hide the Callbar instead of just minimizing it when not in use?
A: Yes! Simply click the Callbar to display its menu, click on Talkdesk Callbar and select 'Hide Talkdesk Callbar'.

Q: How do I log out of the new Callbar?
A: Open the menu in the top-left corner, and click the 'Log out' option.

Q: Can I use the new Callbar in conjunction with Talkdesk's main web application?
A: Yes, given that the widget mode is enabled. Configure widget mode if you are going to be logged into the Talkdesk main application and the Callbar at the same time. This will ensure that calls only go through the Callbar and don't ring in both places simultaneously. 

Q: Will the Callbar replace the existing CTI Widgets? 
A: Yes. We would like to move all customers to the new Callbar as soon as possible. In the meantime, if you are using the new Callbar, we advise you to uninstall the CTI Widget.

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