This is the User Guide document of Kaleyra Click to Call plugin for Zendesk. In this document the installation process is covered along with all the features of the plugin.
You will need to have a Kaleyra voice account and a Zendesk account.
The agent’s phone number needs to be the same in both the accounts.
Log in to your Zendesk account.
Click on the ‘Settings’ icon.
Click on the ‘Marketplace’ tab.
Search for Kaleyra Click-to-Call application (Ref. Screenshot 1).
Double click to open and Click Install (Ref. Screenshot 2).
Select your Zendesk account (Ref. Screenshot 3)
Fill in the Kaleyra Voice Account API Key (all other settings are pre-configured for you) (Ref. Screenshot 4)
Fill in and make changes to the other parameters accordingly (Ref. Screenshot 5 and Screenshot 6)
Click ‘Install’ (Ref. Screenshot 7)
1. Calling options
When the customer dials the bridge number and the agent picks it up following details will be visible to the agent in the pop-up: (Ref. Screenshot 8)
Name of the customer
Recent open Tickets information if the customer tagged to that number in the system.
After ending the call, details will be displayed (Ref. Screenshot 9)
After that, there will be an option for adding the call logs in the note. Click the ‘⊞’ icon (Ref. Screenshot 10) to log the call details in the ticket note. The note will be logged as Public or Private based on the initial settings done during installation. (Ref. Screenshot 11)
1.2 Click to Call and SMS
Once the ticket is open, the Kaleyra App can be found under the Apps section. The contact number of the customer who had raised the ticket will be available along with Click to Call and messaging options. (Ref. Screenshot 12)
Once the Click to call button is clicked the call will initiate, based on the initial settings done during the installation the agent or the customer will be called first. (Ref. Screenshot 13)
Once the call is ended click the ‘⊞’ icon to log the call details in the ticket note (Ref. Screenshot 14). The note will be logged as Public or Private based on the initial settings done during installation (Ref. Screenshot 15).
SMS can be sent by clicking the message icon in the Kaleyra app (Ref. Screenshot 16).
Option to call the customer from the Zendesk dialer by entering the customer number in the dialer, based on the initial settings done during the installation the agent or the customer will be called first. (Ref. Screenshot 17)
1.4 Call Recordings
The recording link will be present in the call log note. (Ref. Screenshot 12)
2. Call Logs and Follow-Ups
Call logs and follow-up options can be accessed by clicking the Kaleyra icon in the top navbar. (Ref. Screenshot 19)
2.1 Call logs
Following details will be displayed under the logs:
Time at which call started
Option to make the call to the customer (Ref. Screenshot 19)
2.2 Creating Follow-Ups
Follow-Up option can be availed by clicking the clock icon on the Kaleyra pop-up.
Click the plus icon to create a new follow-up (Ref. Screenshot 20)
Enter the below details to create follow up:
Choose the option to auto call the follower as required
Save once all the details are entered.
2.3 Viewing Follow-Ups
All the created follow-ups will be listed under the follow-up section. (Ref. Screenshot 21)
There are options to delete or edit the created follow-ups (Ref. Screenshot 22)