What this does
The voice channel routes incoming phone calls through Helpdesk, allowing your team to answer, transfer, and log calls from the browser.
When to use it
Add voice when you want phone calls managed alongside your other channels.
Step by step
- Go to Helpdesk > Settings > Channels
- Click + Add Channel
- Select Voice
- Configure your voice provider credentials
- Set up call routing:
- Welcome Message — what callers hear
- Queue Message — played while waiting
- Routing — round-robin, skill-based, or specific agent
- Click Save
Tips
- Calls appear as conversations in the inbox with a recording attached
- Agents can answer calls directly in their browser
- Missed calls create a conversation so you can follow up
- Call recordings are stored on the conversation for reference