Talkdesk Digital Engagement: New Outbound Fax – Knowledge Base

To send a new outbound fax, please follow the instructions detailed in the article below:

Open the Conversations App.
Start a New Conversation: In the app's interface, locate and click on the + New Conversation button [1] at the bottom left-hand side of the screen. This action will open a drop-down menu with various communication channels.
Select the Fax Option: From the list of available channels, click on "Fax" [2] to initiate a fax message.

Choose the Outbound Touchpoint: At the top of the screen, select the appropriate outbound touchpoint [3]. This step ensures the message is sent through the correct communication line.
Enter Contact Information: Input the recipient's fax number in the provided field [4] and press enter. You can either search for an existing contact or type in a new fax number.
Compose the Fax: In the available fields, add a subject for the fax [5]. Then, type the content of your fax in the message box [6].
Add Attachments (if necessary): If there are additional documents that need to be faxed, you can upload attachments by selecting the paperclip icon [7] or drag-and-drop files into the fax message.
Send the Fax: After verifying the contact number, message content, and attachments, press the Send button [8] to transmit the fax to the recipient.

Receiving Inbound Faxes

Agents can locate inbound faxes in the Inbox section [1] of the Conversations app. These faxes will be available if the outbound touchpoint was configured to route the fax directly to the agent’s queue.
In the Inbox, faxes will be listed, showing the fax number and date of receipt.

To handle an inbound fax, the agent needs to go to the Inbox and select the fax they wish to address.
Click the Assign button [2] next to the fax to take ownership of the communication. Once assigned, the fax will be routed to the agent for further action.

Inbound faxes are received as PDF files. Once the fax is assigned to the agent, they will see the fax listed in their conversation window, with a downloadable PDF file attached.
The PDF can be downloaded by clicking on the file link or the download icon in the conversation.
After downloading, the agent can open the PDF file to review the contents of the fax and proceed with any necessary follow-up actions.