Adding a digital voice line

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<p id="docs-hc-snippet" style="display: none;">Embedded voiceallows you to add a digital line and embed a call button to improve the experience for your customers, wherever they are.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can add a digital voice line to power embedded voice and connect a call button in your mobile app or Web Widget (Classic). Set a unique nickname, choose the line settings you need, and then edit or delete the line later as your support setup changes. Digital lines also work during a Suite trial, and messaging can create brand digital lines automatically.</p>
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<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830696090" target="_blank">Embedded voice</a> allows you to add a digital line and embed a
call button to improve the experience for your customers, wherever they are.</p>
<p class="p" dir="ltr">In this article, you’ll learn how to set up a new digital line and where to
find the information to integrate a call button in either your mobile app or the Web
Widget (Classic) that uses the digital line you've set up. If you're looking for
information about how to add a phone number for voice, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824192026" target="_blank">Adding phone numbers</a>. For SIP-IN lines, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8397091234586" target="_blank">Adding a SIP-IN line</a>.</p>
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<div class="note note">
<span class="notetitle">Note:</span> Unlike with phone numbers, you can add digital lines while you are on a Suite
trial.</div>
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<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When you turn on messaging for your account, Zendesk automatically creates a
Talk digital line for each brand. These lines are named <em class="ph i">&lt;Brand&gt; digital
line</em>, even if you haven't created a digital line yourself.</div>
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<p class="p" dir="ltr">This article contains the following sections:</p>
<ul class="ul" id="id_4408835710618__ul_mf2_3cx_gnb">
<li class="li"><a class="xref" href="#topic_isj_gcx_gnb">Adding a digital line</a></li>
<li class="li"><a class="xref" href="#topic_wng_snp_d4b">Configuring a call button</a></li>
<li class="li"><a class="xref" href="#topic_mqt_nkx_5pb">Editing and deleting digital lines</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_isj_gcx_gnb">
<h2 class="title topictitle2" id="ariaid-title2">Adding a digital line</h2>
<div class="body">
<p class="p">In this section, you’ll learn how to set up and configure a digital line.</p>
<p class="p"><strong class="ph b">To add a digital line</strong></p>
<ol class="ol" id="topic_isj_gcx_gnb__ol_kdy_zcx_gnb">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_isj_gcx_gnb__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li" dir="ltr">Click the <strong class="ph b">Lines</strong> tab, where you can review your existing phone
numbers and digital lines and add new lines.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add Line</strong>, then select <strong class="ph b">Add digital line</strong>.<p class="p"><img class="image img-screenshot" id="topic_isj_gcx_gnb__image_oqg_hdx_gnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/embedded_voice_5.png"></p>
</li>
<li class="li" dir="ltr">On the <strong class="ph b">Settings</strong> tab for your new digital line, configure the
following setting:<ul class="ul" id="topic_isj_gcx_gnb__ul_mdy_zcx_gnb">
<li class="li" dir="ltr">
<strong class="ph b">Nickname:</strong> Enter a unique name for the digital line.
You'll need this to identify the line in reports, integrate it with your
apps, and to let your agents know the digital line they are being called
from.</li>
</ul>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">On each tab of the line settings page, configure the settings you
want using the following articles as a reference:</p>
<ul class="ul" id="topic_isj_gcx_gnb__ul_ndy_zcx_gnb">
<li class="li" dir="ltr">General <strong class="ph b">Settings</strong> tab: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823877146" target="_blank">Managing line settings</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Voicemail</strong> tab: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831899930" target="_blank">Configuring voicemail
options</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Routing</strong> tab: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885952922" target="_blank">Routing incoming calls to groups of
agents</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Overflow</strong> tab: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832017690" target="_blank">Managing overflow calls and
after-hours routing</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Call recording</strong> tab: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank">Managing call recording options </a>.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Not all of the available settings will be available for your
digital line.</div>
</div>
</li>
</ul>
</li>
<li class="li" dir="ltr">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p" dir="ltr">Your digital line is now set up. Next, you’ll learn about resources to help
you integrate a call button that uses a digital line into your apps or Web Widget
(Classic).</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wng_snp_d4b">
<h2 class="title topictitle2" id="ariaid-title3">Configuring a call button</h2>
<div class="body">
<p class="p">Now that you've set up your digital line, you can go ahead and configure a call
button for your mobile app or the Web Widget (Classic). For more information see the
following articles:</p>
<ul class="ul" id="topic_wng_snp_d4b__ul_nhz_34p_d4b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830559258" target="_blank">Adding a call button to your mobile
app</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824310426#topic_x4m_kzj_g4b" target="_blank">Configuring a call button for Web Widget
(Classic)</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mqt_nkx_5pb">
<h2 class="title topictitle2" id="ariaid-title4">Editing and deleting digital lines</h2>
<div class="body">
<p class="p">After you’ve created a digital line, you can edit its settings or delete it if you no
longer need it.</p>
<p class="p"><strong class="ph b">To edit a digital line</strong></p>
<ol class="ol" id="topic_mqt_nkx_5pb__ol_yvz_rkx_5pb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mqt_nkx_5pb__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">From the list of digital lines, click the gear icon (<img class="image" id="topic_mqt_nkx_5pb__image_ihp_tnx_5pb" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/manage_icon.png">) next to the digital line you want to edit, and
then select <strong class="ph b">Edit</strong>.<p class="p"><img class="image img-screenshot" id="topic_mqt_nkx_5pb__image_fwt_vnx_5pb" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/digline1.png" width="500"></p>
</li>
<li class="li">Edit the settings using the instructions in the <a class="xref" href="#topic_isj_gcx_gnb">Adding a digital line</a> section.</li>
<li class="li">When you are finished, click <strong class="ph b">Save changes</strong>.</li>
</ol>
<p class="p"><strong class="ph b">To delete a digital line</strong></p>
<p class="p">When you delete a digital line, it will no longer be connected to your Web Widget
(Classic) or mobile apps. To reconfigure these, you must add a new digital line to
your Web Widget (Classic) or mobile app settings.</p>
<p class="p"><img class="image img-screenshot" id="topic_mqt_nkx_5pb__image_rpk_c4x_5pb" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/digline4.png" width="500"></p>
<ol class="ol" id="topic_mqt_nkx_5pb__ol_rp2_24x_5pb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mqt_nkx_5pb__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">From the list of digital lines, click the gear icon (<img class="image" id="topic_mqt_nkx_5pb__image_tp2_24x_5pb" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/manage_icon.png">) next to the digital line you want to delete, and
then select <strong class="ph b">Delete</strong>.<p class="p"><img class="image img-screenshot" id="topic_mqt_nkx_5pb__image_ftp_f4x_5pb" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/digline2.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Ok</strong> to confirm you want to delete the digital line.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If anyone deletes a digital line that’s being used by the Web Widget (Classic) or a mobile
app, you’ll see a warning message on the settings page.<p class="p"><img class="image img-screenshot" id="topic_mqt_nkx_5pb__image_dzq_m4x_5pb" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/digline3.png" width="400"></p>
</div>
</div>
</li>
</ol>
</div>
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