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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

 

 

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 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 the 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: The app cannot properly function without this enablement.

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You start with an empty Call Activity screen [4]. This will become populated with the date and duration of the calls you make, receive, and miss, using Conversations Mobile App [5].

 

Status Control

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1. To change your status, start by tapping on your avatar [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 on the Conversations Mobile App 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] 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 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 3 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 accept [1] or reject [2] the call.

 

Call Controls

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

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].
  • Keypad/DTMF [4].
  • Mute [5].
  • Hold [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 synched 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].

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