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Jean14
August 18, 2018
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Auto Answer / Auto Accept Feature in ZD Talk

Related products:Voice
  • August 18, 2018
  • 31 replies
  • 250 views

It would be great if an "Auto Answer" feature will be added to ZD Talk. Currently, ZD Talk routes the calls to agents and prompts them if they want to "Answer" or "Decline". For a service center such as what we have, it is a must that all calls need to be answered 100% of the time. Therefore rendering the "Answer" or "Decline" option to be not needed. 

 

This will also make way to ensure agents will not be avoiding calls and declining them by clicking on the decline button. Having an automatic "Accept" feature will ensure all our customers are attended to.

      Pinned Reply By Widson Reis

      Hi, thanks for all the feedback and contributions to this post.

      We are glad to inform you that the Auto-Accept feature has now been released. Check the details here: https://support.zendesk.com/hc/en-us/articles/11032297563674-Announcing-auto-accept-calls-for-Voice

      31 replies

      Anonymous
      August 20, 2018

      I've upvoted this suggestion, although our use-case is a little different.

      For some clients we have to answer 80% or 90% of the calls within 30 seconds. So the 30 second countdown is taking too long for us. So we would like to see two things:

      • We would like to see the 30 second period to be configurable, so we can set it to 5 seconds or so.
      • We would like to force the call to the agent when the timer expires.
        Amber22
        March 13, 2019

        I agree this should be a feature. In a call center environment, there should not be an instance where an agent declines a call for support. Is this something that can be turned on in ZD? Our requirement is that we have to answer our calls within 15 seconds. Since our agents are already online and available, it makes more sense to have the phone prompt them there is a call and auto answer rather than having the agent use their mouse to scroll over to the answer button. Having this option takes the chances of an erroneous decline out of the equation.

          Manuel32Employee
          Employee
          March 20, 2019

          Thank you for your feedback.
          We are looking at the possibility to decrease the time to answer the calls for Enterprise Edition. I understand this does not answer your specific requirement, but it can alleviate your issues.
          Additionally, in the future, we could consider open APIs for the call answer so that an eventual "auto answer" could be simply scripted on your side, where needed.
          Best regards,
          Manuel

          mbreschi@zendesk.com

            Anonymous
            March 21, 2019

            Hello Manuel,

            Opening up the API sounds good! Would that also open up the possibilities to automatically setup an outbound call for an agent? There's a lot that can be automated on that end with a Zendesk app, when the API would allow it.

            With kind regards,

            Sebastiaan

            System12
            November 20, 2019

            Hey Zendesk team,

             

            Is a feature like this on the product map? any updates on opening the API?  We are finding a need for an autoanswer feature as well.

             

            Would love to hear from you on this.

              Rohan Gupta
              Rohan GuptaProduct Manager
              Product Manager
              July 8, 2020

              Hi Josh,

              Thank you for the feedback!
              We have captured the feedback. Unfortunately, it is currently not on the Roadmap. We will notify when we have something tangible to share.

              Thanks
              Rohan

                Michael143
                Michael143
                August 28, 2020

                Ditto on this request. Thanks.

                  Michael143
                  Michael143
                  August 31, 2020

                  Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

                    Leo14
                    Leo14
                    May 20, 2021

                    100% agree. This should be a feature. 

                      Josh61
                      Josh61
                      July 19, 2021

                      Definitely think this should be a feature also!!

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