How do I set up call routing in Talk?

Question

How do I set up the routing for customers that call my Talk phone number?

Answer

After you add a phone number in Talk, set up the routing for that number. To set up routing:

You must have a Talk Team plan or higher. If you need to confirm your plan level, contact the owner of your account and have them view the plan subscription.

You must be an admin in the account

Note: Confirm you're using Talk instead of Sell Voice. Talk allows customers and agents to place phone calls within Support. Sell Voice allows you to call leads and contacts directly from deals in the Sell product. See Enabling Sell Voice for more information.

Confirm you have a Talk number activated and set up agent groups

Set up at least one group of agents who serve calls in the account. See the articles below for more information:

Enabling Talk and configuring general settings

Creating groups

Adding and removing team members from groups

Manage your Talk line settings

Set permissions for your phone line. To manage these settings:

Open Admin Center

Select Channels > Talk and email > Talk

Select Open Lines

Click the phone line you want to set up and configure the settings

On higher plans, use interactive voice response (IVR) to let callers choose a destination with a key press. You can also add a tag from specific IVR key presses to each ticket if you use omnichannel routing. This directs tickets from various channels to your agents based on availability. Below is an example of how IVR lets customers choose between options when they call:

If you want to set up IVR instead of sending calls directly to agent groups, see How do I set up an IVR?

Select the groups that receive calls

Choose which agent groups receive calls. For more information, see Routing incoming calls to groups of agents. If you're on the Professional plan or higher, configure an IVR menu to let callers route themselves with key presses.

Note: For call routing on an Enterprise plan with omnichannel routing turned on, you can create your own unified agent statuses for agents to receive Talk calls.

Set up the greetings for your phone line

Record and set greetings for your phone line. For more information, see How do I add a new greeting?

Configure advanced permissions if necessary

If your plan allows, route calls based on business hours and learn how to transfer a call. You can also take calls on a personal or desk phone instead of your web browser.