In this article, you will find a guide for features available to you while using Conversations. Below is a helpful index to navigate the documentation of the app's various call handling features.
To know how to get started using Conversations, please check our article Conversations (Voice Channel): Overview. If you're looking for information related to troubleshooting and error warnings, please refer to our article on Conversations (Voice Channel): Troubleshooting.
Please use the index below to learn more about:
- Conversations call handling features:
- Muting and holding calls
- Transferring calls (Blind Transfers)
- Adding a guest (Conferences)
- Recording calls
- Using the Consult option
- Adding notes
- Enabling After Call Work & Call Disposition Dialog
- Wrap-Up Timer and Notification
- List of External Favorites
- Call switching
- Default country code prefix
- Associating a call with a contact
- Contact Pop
- Searchable Dispositions
- Disabling "Dismiss" Wrap-Up
- Audio Device Management
- Voicemail Drop
- Voicemail Greetings
- Automation Tools (Open URL)
- Call Quality Feedback
- Call Quality Hint
- Outbound Caller ID
- Incoming Calls Notification
- Blind Transfer to Voicemail
- Interaction ID during a Call
- Redial Option
- Automatic Away
- Agent Next Status
- Forward Call to an External Device
- Number Masking
- IVR + Queue Time
- Update Contact During a Call
- Initiating internal calls, transfers, and consultations: Conversations > UC provider numbers/extensions
Muting and Holding Calls
To place a call on hold, simply click the Hold button  at the bottom of the page. When a call is on hold, the caller cannot hear you and will instead listen to a “hold music”. You cannot hear the caller but will hear a recurrent beeping sound.
Every time a caller is placed on hold, an "On hold" timer  is displayed at the top of the page. Agents can thus see how much time has passed since they’ve placed the customer on hold.
To mute a call, press the Mute button  at the bottom of the page. When a call is on mute, you can still hear the caller, but the caller is unable to hear you.
Transferring Calls (Blind Transfers)
To pass the call to another agent, use the Blind Transfer button . Clicking on the button opens a new right-side menu where you can:
- Transfer the call to another agent : Select or type in the name of any agent to confirm their status, and click on the agent to transfer the call. Remember that you are only able to transfer calls to agents that are in green and yellow statuses. To know more about the meaning of each status, please read our full documentation on it.
- Transfer the call to a ring group: Select the Ring groups tab  to transfer the call.
- Transfer the call to an external contact: Via the External number option , type or paste any phone number to direct the call externally.
Note: After transferring the call, you will be immediately disconnected from it, with no wait time until the other party picks up the call.
Adding a Guest (Conferences)
The "Add guest" option allows you to add guests to a call. A guest can be another agent, a customer/prospect/lead, or a manager.
- If you want to conference in more guests to a call, click the Add Guest button .
- To add an agent, choose the “Agents” tab and select or type in the name of any agent to confirm their status and add him/her to the call.
- You may also choose the External number tab  and type or select a number from the list. Simply press Enter to add the person to the existing call.
- You can add as many people as you'd like to the call.
- You can remove any guest (except the original contact/customer) by simply clicking the "Remove" button next to the contact in question.
- If you end the call, all other participants will be disconnected. This is because the creator of the conference call is the one who owns the connection between the different parties.
- The "Add guest" option does not work for Agents in any status other than green (available).
If the call recording feature has been enabled, the call will be recorded by default. You will see a recording icon in the top-right corner of the screen.
To pause the recording, press the Stop recording  option. This is helpful in preventing the recording of sensitive information (e.g. credit card details) during your call.
Once you hit pause, you will have a visual indicator showing the call recording is paused. To resume the call recording, click it again.
Using the Consult Option
During a call, if you select the Consult icon , a panel will open on the right side.
Conversations allows you to choose a ring group , an Agent , an account favorite  or an External number  to consult. It’s possible to search for an Agent, ring group, or favorite by typing at least 3 characters in the search bar.
Following the consultation, you can decide to:
- Go back to the original call permanently, by ending the Consultation .
- Transfer the original call to the contact you’re consulting with .
- Add the contact person to the consultation 
- Afterward, you can end the Consultation and go back to the original call (by using either the “End consultation” button , or the “x” icon, at the top left ), or again, transfer the original call to the contact you’re consulting with .
Adding a note to a caller’s activity is a useful way to keep your entire team informed about relevant details from past communications.
To add a note while the caller is on the phone:
- Click the Notes tab  to open the page. The “Notes” card  allows you to enter notes for the caller while the “Disposition” card  lets you log the “Disposition” for that call.
- You can close and reopen the notes at any time during the call, and any information added will be saved. Once the call is finished, the notes and dispositions will be added to the contact’s profile
Enabling After Call Work & Call Disposition Dialog
When a call ends, typically the agent’s status is automatically changed to “After Call Work”. This status allows agents to perform a set of tasks associated with the end of a call without receiving new calls.
If dispositions and the call disposition dialog are enabled, the status of the agent is also set to “After Call Work” while the call disposition dialog window is open.
You can enable a wrap-up time rule so that, after each call, the agent is automatically set to “'After Call Work”' for a predefined amount of time (or until they explicitly change their status).
Once this timeout is reached, agents are automatically put back into their status before the call, unless the call disposition dialog is still open, in which case the status is only changed back when this window closes.
To enable After Call Work and the Call Disposition Dialog, follow these steps:
- On your browser, log in to your Talkdesk account as an Administrator.
- Click the Admin  section.
- Select the Agents  tab.
- Use the "Agents" field  and the filtering options  to search for an agent or group of agents.
- Select “After Call Work Settings” from the “Actions”  dropdown menu.
- Alternatively, from the agents’ list, click on the name of the agent whose settings you wish to modify. Once on the agent’s page, scroll down to the “After Call Work Settings”  section.
- In both cases, to enable “After Call Work” settings, switch the toggle to the “ON”  position. If you wish to disable “'After Call Work”, switch this toggle to the left, to the OFF position.
- Select an “After Call Work Timeout”  option from the dropdown menu. This option determines the time before an agent is automatically put back into the status that was set prior to the call unless the disposition window is still open.
- Tick the boxes if you wish to show the Call Disposition dialog for Inbound Calls only, Outbound Calls only, or both .
- When finished, click Save at the bottom of the page to apply these settings.
Note: When “After Call Work” is disabled, agents will immediately change back to their previous status when a call ends - unless the call disposition window is still open, in which case agents will stay in “After Call Work” until this window is manually or automatically closed.
Wrap-up Timer and Notification
If a timeout for the “Automatically Close Call Summary Window” has been configured, when Agents enter the “Wrap-up” window, they will see a countdown timer  and a progress bar , warning them about the remaining time they have to finish wrapping-up the call.
When the remaining time to wrap-up the call is less than 25% of the total configured time, both the countdown timer and the progress bar will be highlighted in dark red, indicating the window will be closed imminently.
A notification informing Agents of their Wrap-up time has expired will be displayed after the “Automatically Close Call Summary Window” timeout ends.
Talkdesk’s E911 feature ensures that when a 911 call comes from the Talkdesk system, Talkdesk will use a “Verified Physical Location” tied to the user or device, so that the dispatcher can receive geographic data from the telephone company.
For full information regarding this feature, please visit our full E911 documentation, here.
- Emergency calls are only supported in the USA and Canada. This feature is not supported in Europe.
- 911 callbacks to Direct Inward Dialing (DID) require the enablement of Classic Routing.
List of External Favorites
During a call, agents can access the configured list of external favorites for the account when executing a Consultation, Blind Transfer or a Conference.
When clicking on the “Consult”, “Blind transfer” or “Add guest” buttons in the utility bar (as shown in the image above), the “Favorites” tab should be visible on the side panel, as displayed in the image below.
The list of external favorites is account-wide and set up/managed by Admin users (go to Talkdesk Main > Preferences > Agent Workflow > External Favorites).
Auto-Answer is a faster way to answer calls, as it automatically picks up a call after a configurable period of time.
With this feature activated, when inbound calls are routed, agents will receive audio and visual notifications  and the call will automatically be answered after the predefined period . By activating this feature, the Accept button does not need to be clicked to answer calls.
Enablement of Auto-Answer has been proven to improve agent efficiency, lower average wait time, and increase service level.
For phone numbers assigned to Studio flows, you must add the Auto-Answer component to your call flow(s) in Studio. This way, you can choose which flows use the feature. You can also configure a timeout period in seconds. To learn more about the Auto-Answer component, please visit our Studio Advanced Documentation.
- The Auto-Answer account-level setting (see below) does not affect your phone numbers assigned to Studio flows.
- If a ringing timeout and an Auto-Answer timeout have been simultaneously configured, Studio will overlook the ringing timeout value and only use the Auto-Answer component’s timeout settings to route the call to the agent.
- This feature is unavailable for blind transfers, consultations, conference calls, and Agent-to-Agent calls. It is only supported in regular inbound calls.
To learn more about the Auto-Answer component and how to configure it, please visit our Studio Advanced Documentation for further details.
During a Consultation, Call Switching allows you to switch between the initial call and the consultation call as often as required. To switch between two calls, while on a consultation, click on the arrow icon . The caller whose call you switch from will be put automatically on hold, as the indicator shows .
You can then proceed by:
- Transferring the initial call to the consulted party .
- Ending the consultation and returning to the initial call .
In Conversations, the default country prefix for outbound calls is United States (+1). Administrators and Agents can select another default prefix, in case it is useful to have a different default country prefix in Conversations.
This way, when Agents start an outbound call, they won't have to manually select their preferred country prefix.
Default Prefix for the Account (for Admins)
To configure the default country prefix for the Account, perform the following steps:
- Log in to Talkdesk and select the Admin icon .
- Click the Preferences  tab.
- Navigate to “General Settings” .
- In “Default Prefix” , select or search for the desired country prefix. You can search by country name or prefix.
- Click Save .
Default Prefix per Agent
To override the Account’s default prefix and configure their personal default prefix, Agents need to perform the following steps:
- Log in to Talkdesk and click on the Talkdesk CX Cloud avatar .
- Choose Conversations Settings .
- Navigate to “Outbound Prefix”  and click on “Custom” to select or search for the desired country prefix. You can search by country name or prefix.
Note: The default prefix will be added to the phone number of the contacts synchronized with an integration if the prefix is missing from the phone number.
Associating a Call with a Contact
When you are speaking with someone who is already on the contacts’ database, you can associate this call with any contact in your Talkdesk account:
- Calls can be associated with a contact that has the same phone number that is calling/being called.
- Calls can be associated with any contact in the user’s account.
When you associate a call with another contact, in Conversations, the system will automatically update the contact details in the existing Contact Details card, such as Contact Number, E-mail and Company (if applicable).
To associate the call with a contact, you will have to follow these steps:
- During a call, click on the “Contact details” dropdown arrow .
- If you do not want to associate the call to any of these contacts, click on Search all contacts  to search through all the account’s contacts.
- The contacts already associated  with the caller’s number will show up immediately. You can link the call to one of those records by selecting it.
- On the Search all contacts dropdown, you can search for any contact in the account and associate the call with it. Click on the selected contact to finish the association process.
Note: This search can be conducted either during “on-call” or “post-call”, in the “Contact Details” card.
In the “Contact Details” card, under “Contact Pop”, agents can easily access the contact profile in Talkdesk Workspace Contacts, as well as open the contact’s profile in a Customer Relationship Management (CRM) integration.
Opening the Contact Profile on Contacts (Talkdesk Workspace)
Opening the Contact Profile on an Integration
During a call (inbound or outbound), if you have Talkdesk integrated with a CRM, clicking the customer’s integration badge in the Conversations “Contact Details” card will display the contact’s profile in the integration of your choice.
Admins must first configure an integration and sync contacts to Talkdesk. It is possible to configure several integrations for the account, as well as configure default integrations per Agent (for detailed information, please refer to Assigning a default Client Integrations per Agent). Subsequently, the configured integrations are shown in the list of available Client Integrations.
Note: Talkdesk offers custom integration support for customers on selected plans. This support may include your homegrown CRMs as long as they have contact sync options. Contact your Customer Success Manager or Sales Representative for more information.
Assigning a Default Client Integration per Agent
The default integration is generally the one that Admins and agents use most in their day-to-day work.
When agents have an open tab from the default CRM integration and click on the corresponding contact pop icon, that 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.
The default integration is also distinguishable from the other non-default integrations through a divider.
To configure a default Client Integration, please follow the steps below:
- Log in to your Talkdesk account.
- Select Admin and then Agents.
- Click the name of the Agent you wish to assign an integration to .
- Scroll down to “Client Integration” .
- Select the agent’s default Client Integration from the drop-down list .
- “Save” your changes at the bottom of the page.
Note: The option “Default” in the “Client Integration” dropdown list does not apply to Workspace (Conversations) and will not trigger any action.
Assigning a Default Client Integration in Bulk
- Select the Agents tab .
- Tick the agents you wish to assign a “Client Integration” to . Note: You can also tick the box next to "Name" to select all agents.
- Open the "Actions" drop-down and select “Client Integration” .
- Select your desired default “Client Integration”  and click Save .
- The Contact Pop badges will appear either during ringing or during a call.
- During configuration, if the Admin selected an integration for which the agent is not yet configured, an error is displayed to inform Admins that they should create the user on that integration first. Also, note that agents added to Talkdesk using Talkdesk for Salesforce Managed Package are automatically assigned to Salesforce as the Client Integration.
Dispositions are descriptions of the final outcome of the call. They work like codes that allow Agents to label inbound and outbound calls.
If wrap-up is enabled, Agents can select and search for the appropriate disposition directly in the “Dispositions Card”, without having to scroll for the correct disposition, during or after a call.
The disposition card is mandatory to submit the wrap-up and the search for dispositions only applies to the dispositions themselves and not to disposition sets.
Admin users can create and add new dispositions and dispositions sets. To learn more about how to configure dispositions in the Admin settings, please visit our Knowledge Base page for further details.
Talkdesk allows you to display an extra contact field in Conversations, providing Agents with additional context during calls.
This is useful when a customer has multiple indistinct contact records and Agents need to know which record they’ll associate their calls to. For example:
- When there is a need to create new customer records for different parts of the pipeline.
- When the contact center manages multiple products, and distinct customer records are required per product.
- When a customer has a distinct presence in multiple locations, and there is a need to have a separate contact record for each one.
Note: If Talkdesk and Salesforce contacts are synchronized, the enablement of the “Tenant_Talkdesk” field needs to be done in Salesforce, not in Talkdesk. Learn more in the next section Enabling the Tenant Custom Field on Salesforce.
Enabling the Tenant Custom Field for Talkdesk Contacts
You can enable this field by navigating to Admin  > Preferences  and adding a custom field named “Tenant_Talkdesk” .
Once the field is added, click “Save” at the bottom of the page.
Note: For more detailed instructions on adding custom fields, please read our article Adding Custom Fields.
After saving, your contacts will show a new field named “Tenant_Talkdesk” .
Subsequently, Conversations will show these values in the “Contact details” section .
Enabling the Tenant Custom Field on Salesforce
If your organization syncs Talkdesk contacts from Salesforce, we recommend enabling this field on Salesforce.
- If you import Talkdesk contacts from Salesforce, but enable “Tenant_Talkdesk” within Talkdesk Admin, Salesforce will not display the custom field.
- Completing the instructions below requires you to initiate a contact resync from Salesforce to Talkdesk. Please ensure your Salesforce contacts are properly organized before performing these steps.
To display custom fields from Salesforce contacts, add “Tenant_Talkdesk” as a custom field to the Contact object within Salesforce.
See Salesforce’s documentation on comprehensive instructions regarding how to create a custom field and display it on the relevant contact layout for easier editing access, if needed.
When creating the custom field, you must create it with the following parameters.
- Field Label = Tenant_Talkdesk
- Field Name = Tenant_Talkdesk
- API Name = Tenant_Talkdesk__c
- Data Type = Text, 16-character length
Once the custom field is created, you must initiate manual contact sync from Salesforce to Talkdesk to display the field within Talkdesk.
Note: Once “Tenant_Talkdesk” is enabled on Salesforce, it appears in Talkdesk contact pages. This means that automations that update records individually will cause the custom field to appear. The method described here prompts Talkdesk to update all records by reimporting them from Salesforce, effectively displaying the custom field for all contacts.
To initiate manual contact sync, please follow these steps:
- Navigate to Admin  > Integrations  > Salesforce .
- Click Configuration .
- Do not alter the integration settings, and click Save .
Once you click Save, contact records within Talkdesk will show “Tenant_Talkdesk”. Additionally, Callbar will present the values attributed to ”Tenant_Talkdesk” for contacts matching the number of a call.
Note: You can use a formula field (text) within Salesforce to expedite populating Tenant_Talkdesk. For further information, please refer to the specific Salesforce documentation.
Disabling "Dismiss" Wrap-up
During the Wrap-up stage, Agents have the possibility of submitting the wrap-up information by clicking on the Submit button  or they can dismiss this submission by clicking on the “Dismiss” icon  on the bottom left of the wraFp-up screen.
It is also possible to remove the “Dismiss” icon for all Agents (at an account level). This way, users will not be able to manually dismiss the wrap-up.
Note: Disabling the “Dismiss” wrap-up button is a feature that is available upon request only. Please contact Talkdesk Support or your Customer Success Manager if you wish to enable it.
Audio Device Management
To access Workspace’s audio settings, click your Talkdesk CX Cloud avatar , and then choose Conversations Settings .
In the “Audio Settings” section, Agents are able to consult, test and configure the audio devices for audio input, output, and ringing:
- “Microphone”  (Audio Input): Configure the device that captures your voice as you speak. This option allows you to select the microphone audio input.
- “Speakers”  (Audio Output): Allows you to select the device where you’ll listen to the other person’s voice (e.g. headset). You can test the volume of the audio output by clicking on Play test sound.
- “Ringing Output” : Configure the device where you’ll hear the call ringing. You can test the volume of the ringing sound by clicking on Play test sound.
- The Audio settings panel includes the default device settings (the system default mic and default speakers), as well as any other detected devices. These can then be selected separately as the input and output. When a new audio device is added, these settings are automatically updated to list the newly available device.
- 3.5mm plugged headsets are not detected as a separate device but as the system default, so you won't be able to separate the ringing sound using these devices (only by using USB or Bluetooth).
Voicemail Drop helps Agents to save time leaving voicemail messages on outbound calls that go to voicemail.
Countless time is often wasted by Agents repeating a similar message over and over to a customer or prospect. Voicemail Drop helps solve this inefficiency by allowing them to leave a personal pre-recorded voicemail message with ease using Conversations.
Recording or Uploading a Pre-recorded Voicemail Message
In order to use Voicemail Drop, you must first record or upload the voicemail message you want to use. To do this, follow these steps:
- Click on your Workspace avatar , and then choose Conversations Settings .
- To record a message, click on the Record a message button , followed by Start Recording . After a 3-second countdown, you can begin recording your message using the audio input device set for Workspace. You can re-record it as many times as you wish (Workspace only considers the latest saved version). When ready, click Save .
- Alternatively, to upload a message, click on Upload audio file , and locate and select/drag & drop the file you want to use from your computer, as shown in the image below:
- Once the upload is complete, a “Voicemail uploaded successfully” confirmation message is displayed and your file name will be visible under the “Active voicemail” section.
- You can now start dropping your voicemail message once you reach the voicemail of a caller.
- The “Conversations Settings” page is only available to users that have Conversations enabled.
- Talkdesk currently supports mp3 and WAV file types. If you have a file saved in another format, you can convert your audio file to a format we support by using this tool.
- The file upload is limited to 1 MB and only one message can be active at a time.
- After recording or uploading a message for the first time, the Agent will have to reload Workspace for Voicemail Drop to become available.
- At this time, it is not possible to delete a "Voicemail drop" message
Dropping the Pre-recorded Voicemail Message while on a Call
- Place an outbound call and wait for the voicemail message to be announced.
- As soon as you hear the voicemail beep, you’re able to drop your pre-recorded message. To drop the message, click the Voicemail drop button.
- The call will then terminate on your end, but continue to play on the customer’s end. A “Voicemail message dropped” confirmation is displayed, and the disposition screen can now be filled, when applicable.
Note: This feature is not available for Consultations, Transfers, or Conferences.
With the Voicemail greetings feature, Agents with dedicated lines and voicemail enabled are able to record and set their own voicemail greetings in Workspace.
When calls assigned to these Agents reach voicemail, a greeting message will be automatically sent to the person that initiated the call.
- The Voicemail Greetings setting will appear to all Agents, but the feature will only work for Agents with dedicated lines and voicemail enabled.
- If the Dedicated Line is set up in Talkdesk Classic, the Voicemail Greeting assumed by the system is the one set either in Talkdesk Classic (located by going to Admin, then "Agents", and finally "Agent Voicemail / Not Answered Greeting" or in the "Voicemail Greetings for Dedicated Lines" section of "Conversations Settings". However, after a Voicemail greeting is recorded or uploaded via Conversations Settings, Admins must not update the Agent’s Voicemail greetings message via Talkdesk Classic (Voicemail / Not Answered Message). The greeting message must always be updated via Conversations Settings.
Configuring a Voicemail Greeting
To configure a voicemail greeting, click on your Talkdesk CX Cloud avatar , and then choose Conversations Settings .
Note: The “Conversations Settings” page is only available to users with Conversations enabled.
Recording/Uploading a Voicemail Greeting
In the Voicemail Greetings section, Agents are able to record  and upload  a voicemail greetings message.
Recording a Message
Click the Record a message button, followed by Start recording . After a 3-second countdown, begin recording your message using the audio input device set for Workspace. You can re-record it as many times as you wish, as Workspace will only consider the last saved version.
Uploading a Message
Click Upload audio file. Select + Choose an audio file to upload  to locate the file you wish to upload, or merely drag & drop the file you want to use from your computer.
The audio file will automatically be set as your voicemail greeting when you press Save .
A “Voicemail uploaded successfully” confirmation message will be displayed, and the Voicemail Greeting file will be visible under the “Active message” section .
It is also possible to download the active voicemail greetings message by clicking the action button  in the “Active message” section.
- Only one Voicemail greeting can be set at a time. So, if you record or upload a new file, the existing message will be replaced (at this time, it is not possible to delete a greeting message).
- The maximum file size is 1 MB.
- Talkdesk supports mp3 and WAV file types. If you have a file saved in another format, you can convert your audio file to a supported format by using this tool.
Automation Tools (Open URL)
The “Open URL” automation tool allows a Uniform Resource Locator (URL) to be opened (on the Agent’s browser) once a specific trigger event occurs when using Conversations.
To create an “Open URL” automation task, follow these steps:
- Log in to your Talkdesk account as an Administrator
- Click on Admin .
- Select Integrations .
- Locate the Automation Tools integration  from the list of configured integrations.
- Click the Add New Automated Task  button to create a new automation task.
- Select the trigger event  from the list of allowed triggers for this automation task.
- Select the “open URL” action .
- If necessary, click on Add filter  to further define the moment when the automation is triggered, based on a series of available parameters.
- Add the URL that will be opened . It must include the protocol (e.g., HTTP or HTTPS).
- Click Save to complete the process.
Note: Click here for more information on Automation Tools Integration.
Call Quality Feedback
The Call Quality Feedback feature allows Agents to rate the quality of a call when it ends (from 1 to 5), in the Conversations Wrap-Up screen.
Enabling/Disabling Call Quality Feedback
To enable the feature, please follow these steps:
First, make sure that the Call Disposition Dialog is enabled for the role(s) and the type of call (inbound and/or outbound) from which you want to collect feedback.
- Then, log in to Talkdesk Classic as an Administrator and select the Admin .
- Click Preferences .
- Scroll down to the “Call Settings” section, and in “Call Quality Feedback” , click the toggle to the ON position.
- Click Save .
Enabling/Disabling Call Quality Feedback for Specific Agents
You can also enable the Call Quality Feedback feature only for specific Agents by applying a bulk action to a group of agents, and/or enabling the feature individually in each Agent’s profile. To do so, follow the steps below:
- Select Admin  > Agents .
- Click on the Agent for whom you want to enable the feature.
- Scroll down to “Call Quality Feedback Settings” .
- Select Yes in “Override Account Settings” .
- In “Enable Call Quality Feedback”, click on the toggle to switch it to ON .
- Save the changes .
If you need to disable the feature for specific Agents, simply follow the same steps, but click the toggle to the OFF position (left-facing) instead.
Note: Whether you are enabling or disabling the feature, in order for the change to take effect, Agents need to log out and log back in to Workspace.
Rating the Call
The new “Call quality” card will be displayed in the Wrap-Up screen, when the call ends. The Agent can then rate between 1 and 5, by selecting the corresponding number of stars.
If the rating is equal to or below 3, a “What was wrong?” dropdown list will pop up, asking Agents to choose a reason for the low rating. The following options are available:
- Dropped call.
- One-way audio.
- Broken audio or bad sound.
- Agent interface issue.
Note: Contrary to what happens in Callbar, both rating and the rating reason are not mandatory in Conversations.
Call Quality Feedback in Reporting
The information collected from Call Quality Feedback can be tracked from Calls Report via the following columns:
- “Rating Reason”.
Call Quality Hint
The Call Quality Hint icon allows agents to be informed of the quality of ongoing calls.
The icon color will vary depending on the quality of the call, from “excellent” to “bad”. Hovering over the icon will trigger a tooltip with the current quality status.
The Call Quality Hint is automatically enabled in all accounts.
- For outbound calls (including Agent-to-Agent outbounds) and E911 calls, the Call Quality icon will appear from the moment the call starts dialing.
- For inbound calls (including Agent-to-Agent inbounds), the Call Quality icon will appear from the moment the call is accepted by the Agent.
- Network Quality and LAN/WAN infrastructure (among other factors) will highly influence the quality of a call. For more information, please refer to the article Best Practices when Working From Home.
Outbound Caller ID
Automatic vs Customized Outbound Caller ID
Talkdesk offers two options for configuring an Outbound Caller ID: customized and automated.
This determines whether your Agents are able to choose the phone number to call from manually (customized), or whether the system chooses it for them (automated).
Automated Caller ID
When the “Automated” option is selected, Talkdesk will choose the best number to make the call from.
The selection criteria order for the Default Outbound Caller ID is the following:
- Select numbers that the Agent making the call has access to (this means numbers the Agent shares a ring group with)
- Find a number in the same country and with the same country prefix (excluding Toll free numbers and dedicated lines)
- Find a number within the same area code prefix lines and state (excluding Toll free numbers and dedicated lines)
- If no number was found, use any number that is not Toll free nor a dedicated line
- If there is still no match, find a Toll free number in the same country and with the same country prefix
- After all these steps, if still no number was found, ignore ring groups and from these:
- Choose the first Toll Free number in the account
- Finally, if still no match is found, include dedicated lines and choose the first in the account
Note: When placing an outbound call, if the area prefix of the number being called does not match any of the numbers for the selected ring groups, the phone selector will attempt to select a phone number that is in the same state as the number being called (available for US, Canada and Brazil), even if they have different area prefixes.
For example, if an account has US and Canadian numbers and an Agent is calling a customer with a US number, Talkdesk will automatically use the US number that is not a Toll free number nor a dedicated line as the caller ID. Also, if there are various numbers from the same country, Talkdesk will give priority to numbers with the same area prefix. This helps give you a local presence, by calling from the nearest number in your account to the person you're calling.
Customized Caller ID
The Customized caller ID option allows Agents to select which number to use as their Outbound Caller ID, on a call-by-call basis. They can only select phone numbers that are assigned to them via ring groups.
If Agents choose the “Default” option it will operate exactly the same way as the Automated setting, as described above.
The availability of the “Default” option will be based on the type of configuration of the Outbound Caller ID.
Configuring an Outbound Caller ID
Admins are able to manually select the Outbound Caller ID their Agents can use for each call, by configuring this setting in the Admin tab.
To do so, please follow these instructions:
- Log in to your Talkdesk account as an Administrator.
- Click on the Admin tab .
- Click on the Preferences tab .
- Scroll down to the "Agent Workflow" section .
- Next to "Outbound Caller ID Selection", select Customized  to enable a manual selection of the Outbound Caller ID or Automated  to enable the default selection.
- When selecting the Customized setting, you can also enable or disable the “Default” option to be displayed in the list of Outbound Caller IDs.
- Click Save at the bottom of the page .
- Agents will need to refresh Talkdesk Workspace when changes are applied to the “Enable the Default Outbound Caller ID option” checkbox.
- It is also possible to configure the Outbound Caller ID to be a phone number that you own but that is not in Talkdesk. To do so, please contact Talkdesk Support.
- The CNAM (Caller ID Name) is a separate configuration and is not related to the Outbound Caller ID.
Setting a Specific Outbound Caller ID per Agent
To set up different Outbound Caller ID settings from the account and to define a specific phone number to be used as the default “Outbound Caller ID” per Agent, please follow these instructions:
- Log in to your Talkdesk account as an Administrator.
- Click the Admin section  at the top of the page.
- Select the Agents tab .
- Click on the Agent name for whom you would like to configure the Outbound Caller ID .
- Under “Outbound Caller ID Settings” select “Yes” next to “Override Account Settings”  and define the settings you want to apply for that Agent.
- Besides choosing if the selection method should be “Customized” or “Automated”, you can define a specific phone number to be used as the Agent’s “Outbound Caller ID” . The number selected will be displayed as the Agent's default Outbound Caller ID.
- Save your selection.
Troubleshooting tip: If an Agent is not able to use a specific number as an Outbound Caller ID, this typically means that they do not have the appropriate ring groups associated with the number they want to use. Check to ensure that the ring group associated with a number is also associated with the Agent.
Talkdesk's Click-to-Call functionality allows you to call customers directly from your favorite Helpdesk, CRM, sales software, or website by clicking on their phone number. This eliminates the need to use copy/paste and having to search for contacts in both systems.
How does it work?
Agents can execute Click-to-Call from:
- A Talkdesk Workspace app: Clicking on a number from any Talkdesk Workspace app (e.g. Contacts).
- An integration: Clicking on a number from a CRM Integration (all integrations that have CTI and support Click-to-Call will also support Click-to-Consult).
- A website: Clicking on a number from a web page (this is only available when Talkdesk Click-to-Call extension is installed).
How to configure it?
To install Talkdesk’s Click-to-Call extension, you need to be using the Chrome browser.
Please follow these steps to install the feature:
- Open Chrome.
- Type in chrome://extensions in the address bar  and press Enter. Alternatively, find the More Actions (3 dots) button , go to “More Tools” , and choose Extensions .
- Search for the “Talkdesk Click-to-Call” extension and click Details .
- Scroll down to "Extension options"  and click to open it.
- Next, you will be able to change your desired settings:
- “Talkdesk Logo”: You can hide the Talkdesk icon that shows next to phone numbers when these are highlighted by the Click-to-Call Extension.
- "Make the call through": Choose "Callbar (Electron) / Workspace".
- “Extended Detection”: You can enable an “Extended Detection Mode”. This will force Talkdesk to look for phone numbers on any website, even when not following the recommended practices and format.
- In case you enable the “Extended Detection”, you can also configure a list of exceptions. If you add a website to this list, it will ignore it when trying to detect phone numbers. This is important, as “Extended Detection” may slow down the browser.
- Click Save.
Once you install Talkdesk Click-to-Call Extension, it will scan your websites and current systems (e.g. Salesforce, Zendesk, Zoho, Highrise, Help Scout, Nimble, Freshdesk, etc.) and add a link to each phone number.
Alternatively, you can right-click on a phone number to start a call. Click on the option to start a call to the phone number.
Why isn't it possible to click on some phone numbers?
Workspace Web supports Internal and Integrations Click-to-Call (not from Web). Workspace Desktop supports Internal, Integrations and Web Click-to-Call.
Also, it is possible that some phone numbers on a public website are not getting properly fetched or hyperlinked; or they are getting hyperlinked, but it’s not possible to click them to initiate a call through Talkdesk. This can happen for several reasons, including:
- Web developers have not made the phone number on the website code into a proper link by wrapping it in a hyperlink with the “tel: schema”.
- Phone numbers on the website were not correctly specified, either in international or national formatting or in the standard E.164 format:
- Plus sign (+), country code, area code, and number. If providing a number in local national format, the country should be specified as an optional parameter. If no country is provided, the default will be US.
- Libphonenumber, Google’s open-source phone number handling library, is used to properly format possible phone numbers for a given region, using length and prefix. While not necessary, we recommend separating each segment of the number with a hyphen (-), for easier reading and better auto-detection.
- Talkdesk Workspace will assume the account’s Default Prefix every time an Agent selects a phone number without a prefix.
- If the account’s Default Prefix is not suitable for a specific call, Agents will be able to change it in Conversations when the window opens and the dialing attempt begins. They will then be able to proceed with the call using the correct prefix.
Click-to-Consult allows Agents to make a consultation on Conversations using the Click-to-Call feature.
During a call, an Agent can select a third-party number to consult  (and subsequently transfer the call to that number).
By clicking on the selected number, the consultation is processed, and the Agent can speak with this third party (while the original contact person is on hold).
If, after the consultation, both agree to proceed with a transfer, the initial Agent establishes the transfer and leaves the call.
Agents can execute a Click-to-Consult from:
- A website: Consulting a number from a web page. Note: This is only available when Talkdesk Click-to Call extension is installed.
- Another Workspace app: Consulting a number from another Workspace app (e.g. Contacts).
- An integration: Consulting a number from a Customer Relationship Management (CRM) Integration. All integrations that have Computer Telephony Integration (CTI) and support Click-to-Call will also support Click-to-Consult.
- Click-to-Consult only applies when Agents are on an ongoing call, otherwise, a normal Click-to-Call will occur.
- Workspace Web supports Internal and Integrations Click-to-Consult (not from Web). Workspace Desktop supports Internal, Integrations, and Web Click-to-Consult.
Incoming Calls Notification
Agents can receive a pop-up notification for an Incoming call, whether using the Browser or Desktop App version.
This notification will be displayed even when the Desktop app or Browser page is minimized:
- If the Desktop app is minimized, the app pops up and a notification is displayed.
- If the Browser page is minimized, a notification is displayed, but the browser will not pop up/open. Clicking on the notification banner brings the Talkdesk Workspace tab to the foreground.
To allow these notifications, Admins must enable Notifications for the account in Admin>Preferences> “Desktop Notifications Enabled” >Yes.
Note: Clicking on the notification banner does not answer the call.
Blind Transfer to Voicemail
Agents can use the Transfer to voicemail button to blind transfer (inbound) calls to the voicemail of other Agents that are “Offline” or “Busy” and have voicemail enabled. “Offline” or “Busy” Agents will receive a voicemail message, that they can listen to when available.
This allows Agents to redirect calls to the most appropriate Agent, even if the Agent is not available at the moment.
This feature can be configured by the Admin for the whole Account in: Admin > Preferences > Call Settings > Blind Transfer to Voicemail.
Interaction ID during a Call
During a call, Agents can see the call’s Interaction ID in the “Conversation details” card. By hovering over the Interaction ID and clicking the copy/paste icon, Agents can copy it to another window or application .
Agents can quickly access the last three dialed numbers on Conversations, by clicking on the input placeholder.
Once a number has been selected, the input placeholder is automatically populated with that number. Agents can then initiate the call by either pressing Enter or clicking the Call button.
Note: Redial option records are saved locally on the browser and are independent, per different Agent logins.
The “Automatic Away” sets agents to the "Away" status after a set number of consecutive missed or rejected calls.
This feature allows ensuring agents do not forget to update their statuses. For example, you can set an agent's status to be automatically switched to “Away” after they miss or reject two calls in a row:
- A call rings an agent.
- The agent doesn’t pick up or reject the call.
- The call returns to the waiting queue and the agent incurs one unanswered call.
- The same or a different call rings the agent.
- The agent doesn’t pick up or reject the call.
- The call returns to the waiting queue and the agent incurs their second unanswered call.
- Subsequently, the agent’s status is automatically changed to “Away” and the agent is notified (through a toast) that the status has automatically changed to “Away”.
Configuring “Automatic Away”
Follow these steps to configure “Automatic Away”:
- Log into your Talkdesk account.
- Click Admin  .
- Select the Preferences  tab.
- Scroll down to “Routing Settings” .
- Click the drop-down list  next to “Automatic Away” and select the number of calls agents can fail to take.
- Click Save  to apply your changes.
- “Automatic Away” only applies to regular inbound calls and blind transfers.
- It is recommended that the “Automatic Away” option is set to a value higher than one to prevent situations in which the agent is rung for a short period of time unnoticeably, and immediately goes into the “Away” status.
- When an inbound conversation rings multiple agents at the same time, “Auto-Away” will only be triggered when all rung agents reject or miss that call.
The missed/reject calls counter will reset every time an agent changes his/her status.
Agent Next Status
“Agent Next Status” allows agents to choose their next status while being “On a Call” or during “After Call Work” (while in the Wrap-Up screen).
If selected and in case a Wrap-up timeout is configured, the Agent status will be automatically changed to the next status when the timeout is reached.
If the “After Call Work” status is not enabled, agents that have selected the next status will have their status automatically changed right after the call ends or after Wrap-Up (if enabled).
While in “After Call Work”, after leaving the Wrap-Up screen, agents won’t be able to select their next status, they will only be allowed to select a new immediate status.
This feature relies on an account-wide setting and must be configured in “Admin” > “Preferences” > “Agent Workflow” > “Agent Next Status”.
Note: The selection of an “Agent Next Status” is currently not being reported in Talkdesk Explore.
Forward Calls to an External Device
Agents are able to handle voice calls through external devices while using Conversations. This includes external phones as well as SIP hardphones and softphones.
To use this feature, Administrators will need to follow these steps to grant the necessary permissions on an account-wide basis:
- Log in to Talkdesk and select the Admin icon .
- Click the Preferences tab .
- Navigate to “Device Settings” .
- Select Yes  for “Allow External Phone” and/or “Allow SIP Device”.
- Click the Save button  to confirm changes.
Granting Permission to a Specific Agent
Alternatively, the permission can be granted to a specific agent by taking these steps:
- Log in to Talkdesk and select the Admin icon .
- Click the Agents tab  and click the name of the agent you wish to grant permission to.
- Navigate to “Device Settings”.
- Select Yes for “Override Account Settings” .
- Select Yes  for “Allow External Phone” and/or “Allow SIP Device”.
- Click “Save”.
To configure the voice handling device on Workspace, agents can follow these steps:
- Click on your Talkdesk CX Cloud avatar.
- Choose Conversations Settings.
- Navigate to “External devices”.
- Enable “Connect to an external device”.
- Choose either a SIP phone or an External phone.
With the device selected, calls will be forwarded to the chosen device whenever the agent's status is set to "Available."
- Please note that using this feature only changes the voice handling device on Conversations and will not require any additional changes to your existing Talkdesk Studio™ flows.
- SIP Phone: To use a SIP phone, you need to make sure that it is properly configured before using it with Conversations. The SIP endpoint must be set up on the SIP device you wish to use. Configuration requirements will vary based on your local network environment and the specific device, so it is recommended to get help from your IT department or technicians if necessary. Please note that without proper configuration, you will not be able to receive calls through the SIP device, even if it is selected in Conversations. For more information, please check Can I use SIP devices with Talkdesk? article.
- External phone: Once you add an external phone number in Conversations, it will replace any previous external phone numbers added to your profile in Talkdesk.
- For detailed assistance and guidance on setting up your specific SIP, please contact Talkdesk via your Customer Success Manager. Learn more about SIP clients here.
- Agent-to-Agent calls, and Short Extensions (EXT dialing) calls are not supported when external devices (SIP or External Phone) are configured.
Number Masking allows Admins to choose whether agents should have access to the contact persons' phone numbers or if these should be masked.
This feature relies on an Admin setting and must be configured by one of the following methods:
- Per Agent: in “Admin” > “Agents” [select an Agent] > “Privacy Settings” > “Mask Information”: “Phone Number”.
- In bulk: Select multiple Agents in “Admin” > “Agents” [select Agents] > “Actions” > “Privacy Settings” > “Mask Information”: “Phone Number”.
Upon enabling the setting, Admins and Agents should reload Talkdesk Workspace in order to start using Number Masking.
- This feature is available for Conversations (Voice) and Voicemails only. It is not available in Digital Channels, Conversations Mobile App, or other Talkdesk Workspace apps.
- Only Talkdesk Studio™ context variables of “phone” type will be masked.
- When Number Masking is enabled, all phone numbers in the contact details card will be masked during a conversation/wrap-up, and Agents are only allowed to search by contact name.
- In the event of momentary issues retrieving Workspace settings, Talkdesk will assume Number Masking is enabled. Reloading Talkdesk Workspace will resolve this situation.
IVR + Queue time
The “IVR + Queue time” metric is displayed in the Conversation Details card for inbound calls. This metric begins counting as soon as the call connects and displays the total time that the contact person spent listening to greetings, on IVR interactions, and waiting in the queue. The metric’s primary objective is to provide agents with insights into waiting times, empowering them to effectively manage customer sentiment and enhance overall customer experience.
- After a transfer, the IVR + Queue Time metric will not be displayed for the second agent that received the transfer.
- This metric will be displayed by default and does not require any configuration or enablement.
Update Contact During a Call
This feature ensures that the contact person's information, including the contact’s name and integration links to CRMs, is timely updated and accurately reflected in real-time, even while agents are handling live calls or in the wrap-up stage.
Updating a contact during a call ensures that agents always have accurate contact information without the need for manual page refreshing. This aims to improve efficiency in creating new contacts from incoming calls.
Note: This feature comes as a standard functionality and does not require any additional configuration for enablement.
Initiating internal calls, transfers, and consultations from Conversations to Unified Communications provider numbers/extensions
In an organization, not all workers are Contact Center Agents. There is typically a ratio of 1:10 between Contact Center Agents and employees with other roles. These non-agent employees are usually served by Unified Communications (UC) solutions - such as Talkdesk Phone, Microsoft Teams, among others.
To break down the silos and foster collaboration between Talkdesk Agents and UC users, Talkdesk CCaaS can be integrated with these UC providers, allowing Talkdesk Agents to call colleagues in UC via a secured, dedicated SIP trunk.
Agents in accounts with a configured UC (Unified Communications) provider (e.g. Talkdesk Phone, Microsoft Teams) can initiate new internal calls, transfers, and consultations to other Contact Center Agents (agent-to-agent) and to other colleagues outside the Contact Center (CC).
These users can be reached using the dial pad (by dialing their respective extensions/ dedicated numbers) or through the internal call, transfer, and consultation side panels, where Agents can directly dial or search for and select the colleague they wish to call (the former is only available if Talkdesk Phone or Microsoft Teams are configured in the account).
To initiate a call to a colleague:
- Use the dial pad’s input placeholder to dial the dedicated number or extension (to call an extension. Start by selecting the “Dial an Extension” option in the prefix dropdown list).
- Click on the “Call a colleague” icon, next to the dial pad and select “Contact Center” if you wish to call another CC agent or “More Departments” if you wish to call another colleague.
- The “More Departments” tab, with the directory of all colleagues, is only available if the configured UC provider is either Talkdesk Phone or Microsoft Teams.
New calls to UC users will resemble the existing agent-to-agent calls experience, providing the agent with the identification of the callee in the calling screens, and including the mute and recording actions.
To initiate a transfer or a consultation with a colleague:
- While on a call, click on the “Blind Transfer” or “Consultation” button in the utility bar.
- Select “Dial a Number” to dial the colleague’s dedicated number or extension (to call an extension, first select the “Dial an Extension” option in the prefix dropdown list).
- Select “Colleagues” and then “Contact Center” if you wish to call another CC agent or “More Departments” if you wish to call another colleague.
- The “More Departments” tab with the directory of all non-agent colleagues is only available in case the configured UC provider is either Talkdesk Phone or Microsoft Teams.
Notes and Limitations:
- To learn more about how to enable a UC provider for your account, please contact Support or your Customer Success Manager.
- Conferences to Talkdesk Phone users are not yet supported. Conferences to Teams users are supported, but Teams users are added via PSTN - additional charges may apply.
- Accounts can only have one Unified Communications (UC) provider configured. An account cannot have Talkdesk Phone, Microsoft Teams, Zoom, or other bespoke UC Integration configured at the same time.
- If the account has Talkdesk Phone configured, the “More Departments” side panel tab will feature a list of the existing Talkdesk Phone users and Phone ring groups, distinguishable by their avatar, along with their respective extensions. If a Talkdesk Phone user is also an Agent, to reach the agent via the Conversations app go to the “Contact Center” tab, and to reach the Phone user via Talkdesk Phone, go to the “More Departments” tab. In this scenario, if the agent is on a call in Conversations, a red “On a call” chip will be displayed. Despite being on a call in Conversations, the agent can receive a call, a transfer, or a consultation via Talkdesk Phone.
- If the account has Microsoft Teams configured, as in Talkdesk Phone, users will be listed under “More Departments”, and the same user experience should be expected, for new calls, transfers, and consultations. Unlike with Talkdesk Phone, Microsoft Teams users listing will contemplate their presence status (updated from the moment the side panel is opened, navigated or a search is made).
- When external devices are configured, calls, transfers, and conferences to dedicated MS Teams or TD Phone lines are not considered internal calls and may incur additional charges.
- Click-to-Call/Click-to-Consult to an extension from a webpage or from an integration is not yet supported. The extension is not recognized as an internal number and the call does not proceed.