Conversations (Voice Channel): Overview

For information on the available features for Voice, please refer to our Conversations (Voice Channel): Features Guide. If you're looking for information related to troubleshooting and error warnings, please check our article on Conversations (Voice Channel): Troubleshooting.

Please use the index below to find our guidelines and learn more about:

Accessing Conversations App

To handle inbound and outbound calls, agents need to access the Conversations App.

Click here to learn more.


Before a Call

Before starting, make sure you have the Conversations App installed and configured. For further details on how to install, access, and configure the Conversations App, refer to the following article.



Making Calls


The initial screen when opening Conversations will display the Dial Pad [1]

From here, you will be able to:

    • Choose the Outbound Caller ID [2] to perform the call (if this option is enabled by a Team Manager or Administrator).
    • Choose a country code [3]. To learn more about this option, please read the Default Prefix article.
    • Type in a phone number manually or copy/paste it into the field [4]. While dialing, you can see the information on the customer's name and/or number, as well as the number being used to perform the outbound call.
    • Initiate a call to an external number by hitting the Call [5] button.
    • Perform a call to another agent, by using the Call an Agent button [6]

By clicking on this button, a right-side panel will open, listing the agents that can be called. Browse the list of all available agents, and simply click a name from the directory that appears, in order to initiate an internal call.

Agents will be able to call other agents in green and yellow statuses. To know more about the meaning of each status, please read our full documentation on it.


It is also possible to search for an agent by inserting at least 3 characters in the search bar [7].

Additional Resources


Receiving Calls

When receiving calls, you will be able to see the ring groups associated with the call and the number being used by the customer while calling. A “Context” card may also be visible, containing relevant customer information extracted from Studio.

Badges, pertaining to Contacts and any integration on the Contact Details card, are also displayed. Clicking them will pop open the contact's profile in Contacts or the selected integration.


Note: When you have an open tab from your default CRM integration and click on “Contact pop” badges, the open tab refreshes and will display the selected contact. 

For any other integration (or in case the default integration is not open), clicking on the contact pop icon will open a new tab.


To accept the call, press the Accept call button at the bottom of the page.


Additional Resources



Setting your Availability


You can change your status at any time, in the top right corner, when you click to open the status widget [1].


Talkdesk will change your status automatically when you are on a call if Automatic Away is enabled, or after a call if you have after-call work enabled.

When you log out, please note that your status will change to "Offline".

Below the icon with your initials is a Status Timer, that displays how long you have been in a given status. After changing your status, the timer will be reset to “00:00”.


Note: It’s not possible to change your status while on the wrap-up screen. When you finish a call and go to the wrap-up screen, your status is automatically changed to “After-Call Work” and cannot be manually changed.

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