Manual - Zendesk Talk [embedded]
Zendesk Talk [embedded] CRM Configuration
Notes
Does not apply
Configuration in CRM application
The administrator needs to obtain an API Token in the admin portal first. Go to Settings and click o...
Index
Zendesk Talk [embedded] CRM Configuration
Configuration in CRM application
There are two options to authenticate. With your password or with a token. To authenticate with a token, switch it on and click on Add API-token. Now you can give the API token a name.
Configuration Embedded Bubble365
Configuration Bubble Software
Easy roll out to other users
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Features
Outbound call possibilities CRM
Click to dial from CRM
Start an outgoing telephone call with one mouse click from your CRM application or any website.
Hotkey dial from CRM
Is a phone number not clickable in your CRM? With this function you can still make a call.
Copy to dial
Select a phone number and get a suggestion to call directly.
Integration features
Multi result pop-up
Does a phone number occurs multiple times in your CRM application? Click directly to the next result. Do you need this feature but is it not yet available for your integration? Please contact us.
Call logging
Call information can be recorded directly in your CRM under the customer card. Do you need this feature but is it not yet available for your integration? Please contact us.
SearchBar
Search CRM contact information from the 'SearchBar' desktop toolbar. From here you can open the customer card, start a phone call directly, send an email/WhatsApp/Microsoft Teams message or view the call history. Do you need this feature but is it not yet available for your integration? Please contact us.
Call control
Provided your telephony platform supports it, full call control is available in the pop-up notification. This allows you to control your desk phone, softphone or other device from the notification.
Call waiting
If you are also offered other calls during a phone call, those calls will appear at the bottom of the pop-up notification and you can easily switch based on a mouse click.
Theme mode
Switch the colour mode manually or based on your system preferences to day- or darkmode.
Deployment type
Bubble Desktop
Bubble is installed on each user/workstation and runs locally on the user's computer.
Bubble Cloud
Bubble is hosted in the cloud, so no local installation is required. Note: This option requires the Bubble Cloud add-on license. For cloud hosting, it is always necessary for our cloud IP addresses to have access to the CRM/telephony environment.
Integration type
Realtime API (user based)
Authentication with CRM application at user level. Please note, if you want to clone the profiles to other users in the organization, the user data will be copied also. To prevent this, you can request a clone template from us that does not copy these values.
Clone template
A template must be used when cloning profiles because user authorization takes place, which cannot be cloned.
Application type
Bubble365 embedded pop-up
Make use of all the functionalities Bubble has to offer. The pop-up notification is fully integrated into the CRM system itself.
Action Buttons
CRM specific buttons
CRM specific buttons to, for example, open customer card or initiate other actions. See tab 'buttons'.
Standard Bubble pop-up functions
Pop-up notification
With an incoming, outgoing and forwarded call, an immediate notification with customer information.
Content pop-up customization
Determine the content of the pop-up per user, department or organization with info from your CRM application.
Single sign-on
No need to remember multiple passwords, login with your Microsoft, Google or Apple account.
Multi-languages
Determine the language of the content in the pop-up by adding the words in the language of your choice.
Hide internal callers
Don’t want to see a pop-up when a colleague calls you internally? Possibility to turn this function on or off.
Sorting result
Prefer to show contacts first instead of companies when using ‘multi-result’? Decide the order yourself.
Click to dial
Start an outgoing telephone call with one mouse click from any website.
Recall conversations
In one click, the completed conversation popups can be retrieved to show the information again.
Call back
You can recall the phone number again directly from a ‘retrieved pop-up’ with a simple mouse click.
Talk duration timer
During a phone call, a timer is visible in the pop-up where the duration is displayed in seconds.
Call history
Display the name of the colleague who last spoke or tried to call the caller in the past 3 months.
Call notes
Immediately record your conversation info in a note so that all information is visible to your colleagues.
Updates
With a Bubble license you are always entitled to the latest functions that can be installed with one click.
Number notation
If you use different number notations in your CRM (already 20+ formats by default) you can add them yourself.
Buttons
Below is the list of available buttons. These are both CRM specific- and generic Bubble functions.
Open CardOpen TicketCreate TicketCustom Action (standard button)Send E-mail (standard button)Callback request (standard button)Call Control (standard button)*Send WhatsApp message (standard button)Send Microsoft Teams message (standard button)Open SearchBar (standard button)Trigger Automations (standard button)
Parameters
Determine the content of the pop-up per user, department or organization with information from your CRM package. Below is the list of parameters available from your CRM software.
zendesk_idzendesk_namezendesk_emailzendesk_created_atzendesk_updated_atzendesk_time_zonezendesk_iana_time_zonezendesk_phonezendesk_shared_phone_numberzendesk_photozendesk_locale_idzendesk_localezendesk_organization_idzendesk_rolezendesk_verifiedzendesk_external_idzendesk_aliaszendesk_activezendesk_sharedzendesk_shared_agentzendesk_last_login_atzendesk_two_factor_auth_enabledzendesk_signaturezendesk_detailszendesk_noteszendesk_role_typezendesk_custom_role_idzendesk_moderatorzendesk_ticket_restrictionzendesk_only_private_commentszendesk_restricted_agentzendesk_suspendedzendesk_default_group_idzendesk_report_csvzendesk_url_userzendesk_organization_urlzendesk_organization_namezendesk_organization_shared_ticketszendesk_organization_shared_commentszendesk_organization_external_idzendesk_organization_created_atzendesk_organization_updated_atzendesk_organization_detailszendesk_organization_noteszendesk_organization_group_idzendesk_open_ticketszendesk_ticket_urlzendesk_ticket_idzendesk_ticket_external_idzendesk_ticket_via_channelzendesk_ticket_via_source_relzendesk_ticket_created_atzendesk_ticket_updated_atzendesk_ticket_typezendesk_ticket_subjectzendesk_ticket_raw_subjectzendesk_ticket_descriptionzendesk_ticket_priorityzendesk_ticket_statuszendesk_ticket_recipientzendesk_ticket_requester_idzendesk_ticket_submitter_idzendesk_ticket_assignee_idzendesk_ticket_organization_idzendesk_ticket_group_idzendesk_ticket_forum_topic_idzendesk_ticket_problem_idzendesk_ticket_has_incidentszendesk_ticket_is_publiczendesk_ticket_due_atzendesk_ticket_satisfaction_ratingzendesk_ticket_ticket_form_idzendesk_ticket_brand_idzendesk_ticket_allow_channelbackzendesk_ticket_allow_attachmentszendesk_ticket_result_type
App settings can be configured from the application itself.
Click on the hamburger-icon -> settings.
Scopes
A settings dialog will open where you can change the settings for different scopes: Us...
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This article is providing information to users of our software. Information that contains things like, how to install our software, how to use certain options and more. If you want to read this article, you will have to log in with your Red Cactus account.
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