I've been using Talkdesk for a few months now, and I have to say it's been a game-changer for our customer service team. The app is user-friendly, easy to navigate, and has a lot of great features that make it easy to manage customer calls and interactions.
| Feature | How to Use | |--------|-------------| | | Dial number on keypad or click a phone number in your CRM (if integration is active) | | Answer a call | Click green “Answer” button when ring appears | | Hold/Resume | Click “Hold” (caller hears music or message) | | Transfer | Click “Transfer” → Dial extension or search user → Click “Transfer” (warm transfer: speak first; cold: transfer immediately) | | Conference | Call one party, click “Conference” → add another person | | Notes & Disposition | After call, add private notes or select a disposition code (e.g., “Resolved”, “Callback needed”) | | Record call | Click “Record” during call (if admin enables agent-controlled recording) | | Wrap-up | After call ends, you may enter wrap-up mode before next call rings | talkdesk app