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Using Talkdesk Conversations Mobile App: Android

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Below, you can find detailed instructions on how to install, configure, and use the Talkdesk Conversations Mobile App for Android.

 

Prerequisites

Using the App

Getting Started

Address Book

Creating Contacts

Editing Contacts

Finding Contacts

Agents

Agent to Agent Calls

Searching for an Agent

Inbound Calls

Call Controls

Outbound Calls

Recording Calls

Split Screen Mode - Tablets

Logging Out

Emergency Calls

Voicemails

 

 

Prerequisites

In order to use Conversations Mobile App on Android, you'll need the following:

  • An Android smartphone or Tablet running Android Marshmallow or a later version.
  • Network connection with a minimum 3G data signal.
  • 100 kbit/sec for voice calls.

Conversations Mobile App feature to be enabled in Talkdesk main web application, under Admin﹥Preferences, and the Agents that want to use it should be set to Widget Mode.

Android’s settings are highly customizable, giving the users the capability to tailor the experience on the phone or table according to their preferences. But, some of these settings may prevent the Conversations Mobile App ability to function and can lead to missed calls. 

We advise the Conversations Mobile App users to configure the following options to ensure a great experience.

 

Allowing Background Activity

1. Hold down the Talkdesk app until the App info option is displayed.

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2. Tap it [1] to display the App info page.

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3. Select the Advanced [2] section.

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4. Tap Battery [3].

Note: Ensure the “Allow background activity” option is enabled (the app can use the battery in background).

If you are concerned about battery life, please note that responsible battery usage is important to Talkdesk. We optimize battery usage to ensure a quality experience.

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Optimizing Battery Usage

Another important configuration we advise you to review is the battery usage optimization. This setting automatically manages battery usage by preventing applications from running certain battery-intensive activities. To disable this setting, follow these steps below:

1. Hold down the Talkdesk app until the App info option is displayed.

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2. Tap it [1] to display the App info page.

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3. Select Advanced [2] section.

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4. Choose Battery [3] and then Battery optimization [4].

Within the battery usage screen, the “Battery optimization” setting is displayed. You will see one of these messages:

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a. Optimizing battery usage: It indicates your device is using its battery for all the apps on your phone.

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b. Not optimized: It indicates your device is not using its battery for the apps you specifically define on your phone, therefore, this is the recommended option for Conversations Mobile App.

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5. To disable this setting, tap Battery optimization [1].

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6. At the top of the screen, choose the Not optimized [2] drop-down menu.

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7. Select the All apps option [3].

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8. Scroll down to the Talkdesk app, tap on it [4], select "Don't Optimize" [5], and then Done [6].

Note: These instructions might slightly differ depending on the version of your Operating System (OS) and the Android device being used. If you have any doubts, please refer to the documentation specific to your device. The screenshots above are referring to: devices with Android operative system: Google Pixels and devices with Android One.

 

Using the App

The following instructions in the sections below are based on using an Android mobile device. For tablets, you will have the same functionality but with an interface adapted to the new screen, taking advantage of the increased viewport. Conversations Mobile App for Tablet supports Split View, allowing you to work on two apps at the same time. Please refer to your device documentation to know how to leverage Split View and Multitasking.

 

Getting Started

1. Go to the Google Play Store on your Android device and search for "Talkdesk".

2. Tap on Install and open the app.

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3. Enter your account name and tap Next [1]. Tap "Continue" to allow the app and website to share your information.

4. Enter the user credentials and tap Login [2].

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5. When prompted, tap Allow [3] to enable audio recording.

Note: If you don’t click on Allow, you’ll be asked again to do so. If you click again on Deny, the following screen appears when a call starts, either Inbound or Outbound.

 

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Click on Settings to open the app’s settings. Then, go to Permissions, select the microphone icon and switch it to Allow.

 

 

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You start with an empty Call Activity screen [4]. This screen becomes populated with the Account activity, with the date and duration of the calls you make, receive, and those you miss using Talkdesk. Then, you have two options:

  • All: shows all the Activity in the account [5], either by you or any other Agent.
  • Missed: shows only the missed and abandoned [6] calls.

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If you are looking for filtered information, there is also an option that allows you to only see your “Activity” or the “Ring Groups Activity”. To read more about role permissions, click here.

 

Conversations

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When you activate SMS for your Talkdesk Account, you will see a new option on the navigation bar that allows you to check your SMS Conversations.

The contact’s name is shown if it’s a known contact (already saved in Contacts). The phone number is displayed if it’s a new contact, a known contact, or a number associated with multiple contacts.

 

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To get into the details of a conversation assigned to you, click on the corresponding conversation and the past messages will appear.

At the top, there’s the contact’s name and number. The gray-colored messages are from the contact and the purple ones from the Agent.

To send a new message, click on the text area, write the message, and hit the “Send” button. 

In the top right corner, you can see more details by selecting the “i” icon.

 

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Use the End Chat button to close the conversation. You can send the chat back to the queue by clicking on the choose Send to Queue option.

If you choose the Queue tab in the “Conversations” screen, you see all incoming SMS conversations:

 

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  • The contact’s name or number, and the corresponding new conversation.
  • The date of the first message exchanged with the contact.

You can assign the SMS conversation to yourself, by clicking Assign.

 

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To start a new conversation, select the “New Message” purple icon, at the bottom right of the screen, and fill in the following fields:

  • “Message from”: The outbound caller ID that you can use, and it needs to be a valid number for SMS.
  • “Message to”: The contact you’re going to reach via SMS. It can be an existing contact (selecting by accessing the current contact list) copied and pasted or inserted manually. 
  • The message bar with the content to be sent. 

To consult more details on Digital Engagement, please click this link.

 

Status Control

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1. To change your status, start by tapping Account [1].

2. In the account screen, select your new status from the list [2].

Note: You can manage your status as you wish; a change here will also update the status in all associated platforms, such as Callbar or Talkdesk main web application (in widget mode).

 

Address Book

Note: In June 2021, Contacts was renamed “Address Book” and the “Agents” tab was added.

When you navigate to “Address Book”, you’ll see the following:

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By selecting a Contact’s name, for instance, Ashley James [1], you’ll see the contact details screen where the following information is displayed:

  • Name.
  • Number.
  • Email.
  • Job Title.
  • Company.
  • Address.
  • Contact pop.

If the contact is synced from Salesforce / Zendesk (and/or they are installed on the same device), the Contact Pop section will appear, allowing you to open this contact on the Salesforce / Zendesk app.

Note: Talkdesk custom fields are not yet available on the Conversations Mobile App.

To initiate a call, please follow these steps:

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  1. Tap the call icon [1], on the right-hand side, to choose the phone number you wish to call.

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  1. Select the most appropriate Outbound caller ID [2] for the call.

Tip: The options displayed on this screen depend on the number of contacts and outbound caller ID options available for the contact and the agent.

  1. When you’re done, select Call [3].

 

Creating Contacts

Agents can create new contacts by choosing to Create new contact at the top of the contacts page and adding the details. Any contact that is created on the Talkdesk main web application or Conversations Mobile App will automatically be available on the other.

Note: The "Name" field is mandatory.

 

Editing Contacts

Agents can edit existing contact details by simply tapping on the contact, followed by Edit (pencil icon) and editing the relevant details.

 

Finding Contacts

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To manually find a contact, select Contacts[1] and scroll to find the specific contact.

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To search for a contact, tap in the search field [2] and start typing one of the following:

  • Name.
  • Number.
  • Mail.
  • Company.

Note: A minimum of three characters is required to see all possible results.

The list is populated with all relevant matches [3], from where you can select your specific contact. All recent searches are stored in Conversations Mobile App for quick navigation.

When you tap the desired contact, all relevant information is displayed, including:

  • Name.
  • Tags.
  • Number.
  • Email.
  • Company.
  • Address.
  • Contact pop.

You can call the contact using the call shortcut next to the number. If the outbound caller ID is not selectable, it will initiate the call automatically. On the other hand, if the outbound caller ID is selectable, it will open the dialer.

If the contact is synced from Salesforce / Zendesk (and/or they are installed on the same device), the Contact Pop section will appear, allowing you to open this contact on the Salesforce / Zendesk app.

Note: Talkdesk custom fields are not yet available in the Conversations Mobile App.

 

Agents

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The Agents tab allows you to see a list with all the agents within the same Talkdesk account and their current status.

 

Agent to Agent Calls

An Agent can perform a call to any other Agent, as long as their status is not “Busy” or “Offline”.

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Searching for an Agent

The option to search for an Agent is very similar to the contact search. The agent just needs to insert at least three characters, and the matching agents’ names will be displayed.

 

Inbound Calls

To receive calls, ensure your status is set to "Available".

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When you receive an Inbound call, you’ll see different information depending on your device and current navigation in the operating system. In all cases, you are given the option to reject [1] or accept [2] the call.

 

Call Controls

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During a live call, you can see the “Ring Groups” [1] and “Contact details” [2].

You can also see, at the top of the screen, an indicator showing the quality status of the call. It can vary between bad and excellent. When experiencing issues with calls, the Agents can use this indicator to know if they are using a good or bad network, or if their location provides the best conditions for good call quality. 

Additionally, the call status and the header information are displayed at the top, together with the following call control options:

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  • Speaker [3].
  • Mute [4].
  • Hold [5].
  • More settings [6].
  • Disconnect [7].
  •  

Note: When you finish a call, by default you will be placed into "After Call Work" (ACW) if your account settings determine so. 

 

Outbound Calls

Selecting the Outbound Number

 

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If you have more than one number linked to your account, you can easily change the outbound number from where the call will be made by going to the Activity screen [4] and tapping the keypad button [5]. From there, tap on the dropdown [6] and select the number you wish to call from. 

Note: The outbound numbers and IDs are managed in the Talkdesk main web application, and are automatically synced from there.

 

Making the Outbound Call

There are several ways to input a number to make an outbound call. You can simply tap an entry in the Call Activity screen [4]. Alternatively, tap the keypad button [5] and:

  • Long press the “0” digit and type the country code and number.
  • Paste the full number including the country code into the input field (E.164 format).
  • Choose the country code by pressing the flag icon and type or paste the number.

With the correct number in place, tap Call [7] to place the outbound call.

 

Recording Calls

Agents can manually pause and resume the recordings. This is especially useful for agents that need to handle sensitive data that shouldn’t be recorded. You can find details on how to enable this feature here.

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On a live call, the agent can see if the call is being recorded or not in the top right of the screen. To pause it, select [···] (More Options) on the utility bar, followed by "Stop Recording". To resume recording, select "Record".

 

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The split-screen option allows you to work in two different contexts simultaneously. You can choose which contexts you want to have open, which side of the screen you want them on, and you can also adjust their size to your preference.

 

Logging Out

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To log out:

1. Navigate to the Account screen [1].

2. Tap the Logout button [2].

You are redirected to the login/account selection screen [3].

 

Emergency Calls

Overview and Enablement

Performing emergency calls within the Mobile App for the US and Canada is now possible.

This new feature requires configuration. If you want to know more, please follow the steps in this  link.

When this feature is activated, your agents will be able to call 911, and will be prompted to fill in their emergency information, so that emergency calls are routed to the proper Public Safety Answering Point (PSAP).

 

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Until the agent provides their emergency information, the above screen will be displayed every time they log into the App. Agents can dismiss the screen by clicking on Ok, got it! 

Note: If your agents call 911 before defining the required emergency information, the call will not fail, and it will be forwarded to a specialized sorting center to determine that user’s location. However, there will be additional costs per call.

 

Setting up Emergency Address

After you enable the feature, the next step is to set up your emergency information. You can do so using Callbar, Conversations, or Talkdesk Phone. To learn more about how to set up your emergency information, please click here.

 

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During an emergency call, useful information will be displayed on the screen.

Note: Performing emergency calls via a Voice Over IP (VoIP) Application is riskier and more restrictive than doing it via your native mobile phone dialer. Please read carefully through the terms and conditions of this feature on this link.

 

Salesforce Relate to

The “Relate To” feature enables agents to select existing tickets in Salesforce and relate them to calls. After an inbound or outbound call ends, an agent can choose from a dropdown list of existing cases and opportunities in the wrap-up screen and establish a relationship between the two. The tickets listed in the dropdown are shown in the following order:

  1. Cases directly related to a Salesforce Contact with the contact’s phone number. 
  2. Open cases sorted by creation date and related to a Salesforce Account with the contact’s phone number.
  3. Opportunities are sorted by creation date and related to a Salesforce Account with the contact’s phone number.
  4. Closed cases.

Note: 

  • The dropdown will show a maximum of eight records each time.
  • The phone numbers in Salesforce must be created with the correct prefix to be relatable in Mobile. 

 

Enabling Relate to

To enable the “Relate To” feature for Salesforce, please check the “Enabling the feature in Salesforce” section in the Relating a call in Callbar App to a Case or Opportunity in Salesforce article.

 

After enabling the feature, follow these steps:

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1. Log in to the CTI client [1] from your Salesforce instance.

 

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2. When the call ends, you will see the wrap-up screen. Fill in the mandatory fields in the “Disposition” section by clicking Disposition [2], and then click on the Relate To button [3].

 

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3. After clicking Select a ticket, you can see the existing tickets in the Salesforce instance, and select the one you wish to relate the call to [4].

 

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4. When you’re done, choose the Submit button [5]

It will trigger an update on the recently created Talkdesk Activity, thus creating a relationship between the call and the selected ticket on the Salesforce side.

 

Voicemails

The Voicemails feature allows your Agents to access, and listen to their Voicemail messages. 

 

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To access this feature, go to the bottom navigation bar and click on the Voicemail icon.

 

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Note: View, assign and listen permissions are related with the Agent’s Role & Permissions. 

 

On the Voicemails list, Agents can see the following: 

  • Status: Can be “Open”, when the voicemail needs to be handled by an agent or “Resolved”, when the voicemail was already handled by an agent.
  • “Contact”: The name and/or number associated with the customer’s call.
  • “Assigned”: The assigned agent to the voicemail. Voicemails can be reassigned to another team or person, if you have the required permissions. 
  • “Timestamp”: The date and time the voicemail was received.
  • “Ring group(s)”: The Ring Groups associated with this voicemail.


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When you click on a Voicemail, from the Voicemails list, you’re redirected to the Voicemails details screen. You can see an icon that allows calling the contact.  

In the screen above, you can see the identification of the Contact who left the Voicemail and a snapshot with the following information: 

  • “Ring groups”.
  • “Via”.
  • “Assigned to”.
  • “Interaction ID”.

At the beginning of the screen, you can see the Voicemail player. Click “Play” to listen to the recording. Plus, you can use a “Re-Open/Resolve” button to manage the voicemail status. Resolved voicemails can be reopened at any time (if you have the required permissions).

 

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