Plan requirement
| Subscription | Any plan |
| Access | Admin |
Talk puts phone calls in the same queue as everything else, so a call is a ticket with a recording attached.
How a call becomes a ticket
Somebody rings your number. The call is routed to an available agent, who answers in the browser, and a ticket is created. It carries the number the call was made from and the number it came in on, the time and the duration, the name of the caller and of the agent who answered, the caller's location where that is available, and the recording if you record.
It works the other way too: a call an agent places from the console creates a ticket as soon as it is answered. So outbound calls land in the same history rather than beside it.
The agent works in the same interface as for email, with the customer's history in the context panel while they talk.
What that gives you
- One history per customer, including calls. Somebody who phoned last week and emails today is one trail.
- Reporting across channels, so calls are counted alongside everything else.
- The same routing, with calls and messages considered together rather than separately.
- Text on the same number, where the number supports it. You switch it on per line, so the number customers already ring can also receive and send text messages.
What it needs
Calls run over your internet connection, so the network matters in a way it does not for tickets. Bandwidth, latency and packet loss all affect the call, and a headset makes an audible difference.
Treat network requirements as a separate exercise rather than assuming what works for email works for voice.
Missed calls and voicemail
A call nobody answers can go to voicemail, which becomes a ticket with the recording. That is what stops phone being the channel where things disappear, and it happens whatever your call recording setting says: a voicemail is always recorded.
Calls that are abandoned before anybody picks up are a separate question, and the answer depends on how you route. A phone line setting decides whether an abandoned call creates a ticket, except under omnichannel routing, where a ticket is always created. Check this before you read your call volumes, because the same week counted two ways gives two numbers.
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