Error: Some Talk features aren't available right now

Issue symptoms

My agents can make and receive calls but this error appears: Some Talk features aren’t available right now. You can still make and receive calls, and multiple features in Talk don't work as expected:

The call generated a ticket, but that ticket doesn't pop up automatically in the Agent Workspace

If wrap-up is active, the user gets dropped from the call

The pause and transfer buttons aren't visible in the call console

Even if the option Allow agents to control call recording is turned on in Admin Center, the recording control button isn't visible in the call console

Resolution steps

This message indicates that Talk encountered poor network conditions and operates in an unstable network mode. This mode prioritizes only essential call functions, so that your agents can continue to take calls from your customers. Once network conditions improve, Unstable Network Mode automatically disengages and full call functionality resumes for your agents.

If your agents encounter Unstable Network Mode often, their browser or computer may not be able to connect to the required Zendesk Talk URLs. If you don’t allow this communication, your agents can only accept and decline calls or hang up.

To resolve this issue:

Contact your network administrator to enable communication with your computer or browser

If your company already permits all AWS IP ranges, you don't need to add the required URLs for Talk. If the required URLs or their IP ranges have been added to your company network configuration, ensure that the connections are allowed in your VPN, firewall, and any antivirus software you use.

Refresh your browser tab. The error message may appear due to poor internet connectivity.

If you open multiple browser tabs when you accept or make Talk calls, reduce them to less than 4 to see if that reduces the frequency of the issue

For more information, see:

How can I troubleshoot Talk issues?

What are the most common Talk error messages?