Making Outbound Calls and Messages from Zendesk

From Zendesk, you can initiate an outbound Skylight voice or SMS interaction.

When you are working with a Zendesk user record, you can open a User Widget from which you can click the user's contact details to initiate an interaction.

The phone number must be in E.164 format. For example, +15065555565. If the option is disabled (grayed out), update the phone number to the correct format in Zendesk. After you make updates in Zendesk, click the refresh () icon to update the options in the User Widget.

To initiate a voice or SMS interaction:

1. In Zendesk, open a user record for the contact.
2. At the top right corner under the menu bar, click Apps.
3. On the User Widget that displays on the right side of the Zendesk window, click one of the following options:

	Initiates a voice call.
	Initiates an SMS.

4. Proceed with your interaction in Skylight.

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You might also be interested in:

• Tutorial: Working with Interactions in Skylight
  • Working with Voice Calls in Skylight
  • Working with Facebook, SMS and Chat Messages in Skylight