User has supervisor role, i also attached the same call with my login.

User is using windows, and up to date app 3.1.0. I'm using mac.

Please help thank you!

Why Scheduled Callbacks matter

• Respecting customer time: Instead of keeping customers on hold or asking them to call back later, you meet them when it’s most convenient for them.

• Building trust: Reliable follow-ups demonstrate professional reliability and care.

• Reducing agent stress: Agents no longer need to manage "to-do" lists on sticky notes or external calendars; the system handles the reminder and the connection.

How Agents can leverage it

The true power of Scheduled Callbacks lies in the hands of the agent. Here is how your team can use this feature to stay productive and customer-centric:

Schedule during or immediately after a call

You don't need to navigate away from your workspace to set a callback. Whether you are currently talking to a customer or in the "Wrap-up" phase, you can quickly open the Callback Scheduler to pick a time slot that works for the customer.

Pro Tip: Always confirm the customer’s preferred time zone to ensure the callback happens exactly when they expect it.

Preparation is key

When a scheduled callback is triggered, the system automatically presents the call to the agent. Because the call is scheduled, you have the advantage of time. Use the interval before the call to review previous notes and ensure you have all the answers ready.

Managing your schedule

The Callback Manager provides a clear view of all upcoming commitments. This visibility allows agents to pace their day and ensures that the most critical follow-ups are prioritized.

Need a step-by-step on the interface? Check out the Talkdesk Scheduled Callbacks: Agents Guide for a detailed walkthrough of the agent UI.

Getting started: Admins and supervisors

Before your agents can start scheduling, there are a few quick configuration steps for the leadership team:

For administrators

You will need to enable the Callback Scheduler in your Voice channel settings and ensure the correct permissions are assigned.

Reference: Administrators Guide to Scheduled Callbacks

For supervisors

You can monitor, edit, or delete scheduled callbacks to ensure the queue remains healthy and that commitments are being met.

Reference: Supervisors Guide to Scheduled Callbacks

To see the full scope of how this feature can transform your workflow, visit the Talkdesk Scheduled Callbacks Section in our Knowledge Base.

The Conversations Mobile App is evolving from a voice-centric tool into a truly unified, omni-channel platform. Whether your team is in the field, managing a branch, or handling on-call duties, they can now engage with customers securely and effectively from anywhere.

What’s New?

1. Mobile Email Managing your inbox on the go is now seamless. Agents can view, reply to, forward, and manage email threads directly from a unified mobile interface. We haven’t just ported the basics; we’ve included the robust features agents need to be productive:

• Full Thread Management: Handle the entire lifecycle of an email conversation.

• Attachments: Easily view and send photos or PDFs.

• Efficiency Tools: Use quick replies via templates to save time.

• Standard Fields: Full access to CC and BCC fields for complete communication control.

2. Mobile WhatsApp Meet your customers where they are, even when you aren't at your desk. This update allows agents to engage in compliant, two-way WhatsApp conversations right from the app.

• Outbound Engagement: Initiate messages using pre-approved templates.

• Rich Interactions: Handle inbound media-rich messages seamlessly.

• Automatic Compliance: The app automatically adheres to the 24-hour session rule, ensuring you stay compliant without thinking about it.

Why This Matters

This update is about more than just convenience; it’s about security and compliance.

Historically, field teams or on-call managers might have resorted to using personal, unmonitored apps to communicate with clients quickly. This creates risk. By integrating these channels into the Talkdesk Mobile App, we ensure that every interaction is tracked, recorded, and compliant, while giving your staff the flexibility they need to resolve issues without a laptop.

How to Get Started

Access is controlled via Admin Preferences and agent-level permissions, which you can check HERE. Let us know if you have any questions, by posting in the "Ask the community" section.

A BAA is a legally binding contract that is required to protect patient data and limit liability when a healthcare organization works with outside vendors.

It is primarily needed to satisfy HIPAA regulations (Health Insurance Portability and Accountability Act). If you are a "Covered Entity" and you hire a third-party vendor (a "Business Associate") that will handle Protected Health Information (PHI), you must have this agreement in place.

What is a SIP Phone?

Think of a SIP (Session Initiation Protocol) phone as a modernized version of a traditional landline, but one that works over the internet.

• Physical SIP Phones: These look exactly like standard office desk phones with a handset and buttons, but they plug into your internet router instead of a phone jack.

• Softphones: These are software applications installed on a computer or mobile device that act like a phone.

Why use one? Most Talkdesk agents use "Conversations" either via the browser or the desktop app to make/receive calls. However, you might prefer a SIP device if:

• You love the feel of a traditional desk phone.

• Your internet connection is stable, but your computer's performance (RAM/CPU) struggles with browser-based calling.

• You have specific hardware needs for your office setup.

Step 1: Enable SIP on your account

By default, the ability to use SIP devices is turned OFF in Talkdesk Express. To get started, you need to ask our team to flip the switch for you.

Please fill out this support form and request the following three settings be enabled:

1. SIP Status: Change from Disable to Enabled. (This turns the feature on).

2. Agent SIP Phones: This allows individual agents to have SIP credentials.

3. Agent SIP Phones Domain: This sets the secure domain your phones will connect to.

Once Talkdesk Support confirms these are active, you can proceed to setup.

Step 2: Connect your device

Once enabled, you (or your users) will need specific "credentials" (a username and password for the phone) to connect your device to Talkdesk.

• Where to find them: These credentials appear in the Agent’s profile settings once the feature is turned on.

• What to do: You will enter these credentials into the settings menu of your physical phone or softphone app.

Technical requirements (For your IT team)

While we want to keep this simple, SIP phones do rely heavily on your internet network configuration. If you experience issues, you may need to adjust your firewall or router settings.

If you have an IT person or network administrator, please share these links with them to ensure a smooth setup:

• Using SIP Devices (General Guide)

• SIP Networking Details

• Firewall Configurations

Summary

Using a SIP phone is an option for Talkdesk Express. Just remember: Contact us first to enable the feature, then grab your credentials and plug in!

Think of it like bringing your own wine to a restaurant (paying a "corkage fee") rather than ordering from the menu. You get to enjoy the advanced service and atmosphere of the restaurant (Talkdesk Express) while enjoying the specific vintage you already own and love (your current carrier).

What is BYOC and why use it?

Technically, BYOC is a SIP Trunking Gateway. In simple terms, it is a digital bridge that connects your current phone company to Talkdesk over the internet.

You might choose this option if:

• You are locked in a contract: You have a long-term agreement with your current carrier and want to avoid early termination fees.

• You need specific coverage: Your business operates in a region where Talkdesk does not natively sell phone numbers, but your local carrier does.

• You want to preserve your equipment: You want to keep using your existing on-premise PBX (Private Branch Exchange) system while slowly migrating to the cloud.

You always have the option to port your existing numbers into Talkdesk:

How to leverage BYOC in Talkdesk Express

Using BYOC in Talkdesk Express is straightforward, but there is one critical requirement you must be aware of. For Talkdesk Express, a multi-tenant SIP trunk is mandatory.

What does this mean?

• Imagine a "Single-Tenant" line as a private driveway. It connects only to your house. A "Multi-Tenant" line is like a highway. It is a shared, efficient infrastructure designed to handle traffic for many users simultaneously while keeping everyone's data secure and separate.

• Talkdesk Express is built for speed and efficiency, so it requires this modern, shared connection type to function correctly.

Setting it up

To get started, a multi-tenant SIP trunk must be established between your current carrier and Talkdesk.

Please note that this is a complex technical implementation that requires specific telecommunications engineering skills and knowledge to execute correctly. It is not a setting you can simply toggle on yourself.

How to proceed

We recommend that you reach out to Talkdesk directly to request this setup. Once you make the request, Talkdesk will assess your specific scenario to determine if we can make the connection available to you, ensuring that your carrier meets all the necessary requirements and limits detailed below.

All-in-all, BYOC allows you to enjoy the flexibility of Talkdesk Express without sacrificing the carrier relationships that your business relies on. You can always request a demo on how to bring your preferred carrier to Talkdesk.

Step 1: Provisioning the app(s)

Before you can configure WhatsApp, you must ensure the correct applications are installed on your Talkdesk account.

1. Check for existing installation: Navigate to Admin > Channels in your Talkdesk account. Look through the list of available channels to see if "WhatsApp" is already listed.

2. Install required apps (if missing): If the WhatsApp channel is not present, you need to install two specific apps in a strict sequence. Please click the URLs below in the order presented to install them:

   • First: Install the Digital Engagement framework. Install App 1

   • Second: Install the WhatsApp Business connector. Install App 2

Step 2: Onboarding your WhatsApp Business Account (WABA)

Once the apps are installed, you need to connect your Meta (Facebook) business credentials to Talkdesk. This process links your specific phone number to the Talkdesk platform.

For a deep dive, you can reference the full WhatsApp Onboarding Guide.

Guided summary of sub-steps:

1. Initiate connection: Go to Admin > Channels and click on the newly visible WhatsApp section. Click the Connect to WhatsApp button to start the wizard.

2. Authenticate with Meta: A pop-up window will appear. Log in with your Facebook/Meta Business credentials. You will be prompted to grant Talkdesk permission to manage your WhatsApp account. Click Get Started to agree.

3. Select Business Portfolio: Choose an existing Meta Business Portfolio associated with your account, or create a new one if you are setting this up for the first time.

4. Define WhatsApp Business Account: Select an existing WhatsApp Business Account or create a new one. If creating new, you will need to provide:

   • Business name: This will be visible to your customers.

   • Category: Select the industry category that best applies to your business.

5. Verify your phone number: Enter the phone number you wish to use. You must select a verification method (SMS or Voice Call) to receive a 6-digit code from Meta.

   • Important: If you are using a number already registered with WhatsApp elsewhere, you must disable Two-Step Verification in your Meta console before this step, or the migration will fail.

6. Finalize & wait: Enter the verification code and click Finish.

   • Note: Your number may initially appear with the status "Missing Provider". This is normal. Do not refresh the page immediately; allow a few minutes for the backend connection to stabilize.

7. Activate: Once the status updates, click the More Actions (...) button next to your number and change the status to "Active".

Step 3: Configuring the channel

With your number connected, you now need to tell Talkdesk how to route incoming WhatsApp messages to your agents.

For detailed configuration options, refer to the Social Messaging for Administrators Guide.

Guided configuration steps:

1. Access Touchpoint Settings: Go back to Admin > Channels > WhatsApp. You will see your connected phone number listed as a "Touchpoint." Click on the phone number to edit its settings.

2. Set Friendly Name: Give your number a "Friendly Name" (e.g., "Customer Support WhatsApp") to make it easily identifiable for your team.

3. Choose Routing Type: You have two options for how messages are delivered:

   • Simplified Routing: Best for simple setups. You simply select one or more Queues (Ring Groups). Any agent in those queues will be eligible to receive these messages.

   • Studio Flow: Best for advanced logic. Select a Studio Flow you have built (e.g., an automated chatbot or menu) to handle the message first before sending it to an agent.

4. Configure outbound access: In the "Outbound Access" section, you can toggle which specific queues are allowed to initiate new outbound conversations using this WhatsApp number. This prevents unauthorized teams from sending messages.

5. Register templates (optional): To send outbound messages to customers who haven't messaged you in the last 24 hours, you must use "Templates."

   • Go to the Templates tab inside the WhatsApp touchpoint settings.

   • Click Register Template.

   • Fill in your message content (including any variable placeholders like {{1}} for customer name).

   • Save and wait for Meta approval (usually takes a few hours to a day).

You're all set! Your agents can now log into the Conversations app in Talkdesk Workspace and start receiving and sending WhatsApp messages alongside their calls and other digital channels.