Introduction to Zendesk Sell Voice Integration
- How do I make calls with Voice?
- How do I answer inbound calls?
- How do I set up an Auto Dialer (Call List) with Voice?
- How do I add Voice Credit?
- Voice Pricing
- How do I use Text Messaging in Sell?
How do I make calls with Voice?
The Voice Integration is available on all of our plans! Every account will come with $1 complimentary call credit.
In order to make an outgoing call, navigate to a Lead Card or Contact Card, click on a phone number and select “Call via Browser” to place a call.
Voice will begin to dial the Contact’s phone number and your call controls will be visible at the bottom of your screen. Remember that you need to give Sell access to your microphone in your web browser if it’s the first time you’re making a call through Voice.
The call controls will tell you who you’re talking to. If the Contact is associated with a Deal, this will also be noted. On the right side of the screen, you’ll be able to see the call length, the dial pad, mute/hold button, call tools, End Call button, and the Call List (if any).
When you select call tools, your call scripts and notepad will appear. The call scripts can be preset in Settings. You can make notes during your call in the notes area, your notes will be logged against the Lead or Contact card as a Call Log.
Note: Note: Call Lists and Scripts are only available on our Enterprise Plan. Please have an Admin set up this feature for the account.
When the call is complete, you’ll be routed to a call summary screen where you can select a call outcome and add notes about the call. If the Contact you're calling is associated with a Deal, you can also choose a Call Topic. Once you’re finished logging your outcome and notes, select Log Call to attach the call to the Lead, Contact or Deal.
The details of the call will be logged on the Lead, Contact or Deal card, along with a recording (if you have Call Recording enabled *see below for more information on recording calls) and the specified Call Outcome.
How do I answer inbound calls?
When someone calls your Voice phone number while you're using Sell, you will be notified.
If you don’t answer or your computer is off, the call will be forwarded to the transfer number you provided at setup. This can be a desk phone or a mobile phone.
If you are on your Voice line and someone tries to call you, they will receive a message that you are currently on the line.
Note: We don't offer Voicemail services at this time. If you are not available for a call and didn't input a transfer number a prompt will let them know "The person you are trying to reach is not available at this time".
How do I set up an Auto Dialer (Call List) with Voice?
You can create an automatically dialed Call List using Voice on our Enterprise Plan.
To get started, select Leads and/or Contacts you would like to call from respective pages in Voice. Once selected, click on the phone icon at the top of the page to generate your list.
Once you’ve finished creating a Call List, click on the blue Start button at the bottom of the page begin dialing out.
Calls will dial out one after the other, with a pause in between each call to allow you to log any relevant Notes or Call Outcomes about the call.
How do I add Voice Credit?
As mentioned above, when you activate your Voice account, you’ll automatically receive $1 in Voice credit. When this credit is depleted, an Admin will need to add more call credit to continue texting, and making and receiving calls through Voice. Voice credit can be automatically debited from your credit card on file used to make payments for your Sell licenses.
To add Voice credit, go to Settings -> Voice and Text -> Logs and Billing -> Click on ‘Add credit now’ button -> Select the amount you wish to add -> Click ‘Add Credit’
Note: Note: Users on trial plans are unable to replenish their Voice credit because we do not have your credit card details on file.
When you activate your voice account, you’ll automatically receive $1 in Voice credit which is good for about 50 minutes of talk time within the US - the exact time will vary depending on the origin of the outgoing call.
Zendesk Sell Voice offers calls based on the rates that Twilio, our service provider, charges. All billing is prepaid and will be added to your monthly invoice from Zendesk Sell or can be auto-deducted from your credit card. Only account admins are able to recharge the voice account from their Settings. If you run out of funds mid-call, we will continue the call and deduct the appropriate charges from the replenished amount.
Keep in Mind:
- Zendesk Sell Voice Integration uses Twilio as our VOIP provider
- Calls are charged per minute, rounded up to the nearest minute
- Incoming callers will be charged their normal rates
Voice integration is a service that enables click-to-call functionality within Sell. Calls are charged on a per minute basis and rates will vary based on the number being called. Each user who uses Voice will have a dedicated phone number that can be used to place and receive calls through Sell. The cost for the dedicated number is covered with your paid Sell subscription. The usage costs will vary by the country you’re calling and calling from., call rates are listed below.
Voice Pricing for the United States & Canada
Voice Pricing for Global Calling
Prices for Voice can be found on this Twilio Page
Numbers for some countries are not eligible for incoming calls.
Rates may differ for some service providers. The table provides the lowest available rate.
Detailed pricing for each country is available on the linked page.
Call Transfer Pricing
When you’re using a transfer number, you’re charged for each leg of the call. The first leg would be the connection between your Sell account and your phone, the second leg would be from Sell account to the recipient of the call (customer). The listed call rates are per leg.
For example, if you are making a call in the United States via call transfer, you’d be charged 4 cents per minute (2 cents per leg x 2).
Text Messaging (SMS) in Sell
Text Messaging (SMS) is a quick and effective way to communicate with prospects and customers so we encourage giving this a try if you're new to this form of outreach. You can select your own Voice phone number to call and text on the web or mobile app at no additional cost, and we even give you $1 of voice credit to try it out first.
Text Messaging through Voice doesn’t require any additional setup as it uses your existing Voice number. If you haven't selected your own Voice number yet, choose your desired phone number and learn how here.
When selecting your Voice number keep in mind that some phone numbers will support only call capabilities, while other phone numbers support both call and text message capabilities. Next to each available phone number to choose from you'll see icons to indicate whether they support call, text messaging, or both. For example, phone numbers with both the phone and mail icon support both call and text capabilities.
If you're looking to send and receive Text Messages (SMS) to international numbers, click here to learn more about what's possible.
Text Message (SMS) rates and availability may vary depending on your country. Click here for more information on pricing.
How to use Text Messaging
Just open a Lead, Contact or Deal page and right next to the “Send an Email” tab, you’ll see the “Send a Text Message” tab. On the respective cards, you can view all messages exchanged with the customer.
Note: Note: You can only reply to messages sent to your number.
If you’d rather have a clear view of your own messages, just open the Communications Center.
You can also create new messages from this page to your Sell Leads or Contacts.
In the Unmatched tab, you’ll find text message correspondence with phone numbers that are not saved to any Lead or Contact in Sell. You can easily add them as a Lead or Contact with a single click or delete them forever.
Removing Text Messages from Sell
When you remove a messaging conversation from Sell (using the drop-down menu in the conversation header), it will disappear from the Lead/Contact/Deal card as well as from the Communication Center. You’ll be asked to confirm the removal once you click "Delete Conversation".
*Best Practices in Call Recordings
If you plan to record phone calls within Zendesk Sell, you will need to comply with applicable laws and regulations.
Notice: This information is not legal advice, and we recommend that you consult with your legal counsel to make sure that you are complying with all applicable laws in connection with any calls you transmit, receive, and record using Zendesk Sell. You are responsible for using the recording features in Zendesk Sell in compliance with all applicable laws, including any requiring End-User and/or Agent consent prior to initiating a recording. By enabling call recording, you agree that you have received such consent.
Laws Relating to Call Recordings
Various federal and state laws apply to the recording of telephone calls, including the California Invasion of Privacy Act and other similar laws. Some of these laws require that both parties to a telephone call provide their consent prior to recording a call, whereas others require only one of the parties to provide this consent. There are also laws outside the United States, such as in the European Union, that require you to get the consent of participants before recording a call.
In addition to legal requirements regarding consent, there may also be laws governing how you use, disclose and secure your call recordings depending not only on where your participants are located, but also on business sector specific laws or industry standards.
Determining which laws apply to recording a call can be complicated when participants are in multiple states or countries, or if you cannot be sure about the location of one or more call participants. For these reasons, it is important to familiarize yourself with the laws and standards that will apply to your specific call recording use case to make sure that you configure your call recording technology in a compliant manner.
Obtaining consent: Because the consent laws vary and it can be difficult to determine the location of a call participant, it is best practice to comply with the strictest consent laws and obtain consent from all parties to any recorded call. This can be achieved by playing a pre-recorded greeting, or by clearly announcing that the call will be recorded at the beginning of a call. One option, depending on the laws in your jurisdiction, is to disable call recording for the phone numbers you use for outbound calls as outbound pre-recorded greetings are not supported in Zendesk Sell. The right approach for your use case will depend on your specific situation and should be decided in consultation with legal counsel familiar with your business. If a participant to a call elects not to be recorded, you should respect and comply with this choice.
Additionally, it is a good idea to keep up-to-date and adequate records of the method you used obtained consent. Finally, you should not keep call recordings you don’t need by implementing a deletion policy.