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. A ticket is created with the caller, the duration and, where you record, the recording.
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.
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.
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