Talkdesk Training

Account Setup

talkdesk-invite

  • Find email invite from Talkdesk to complete setup.
  • If you are unable to locate, check your spam folder and it it’s not there, reach out to Ashley Goddard to verify your email is correct.
  • Ensure you are using Google Chrome! Talkdesk works best on Google Chrome.
  • Open the email and click on the link that says “Accept Invitation.”
  • After you click the link you will be prompted to choose a password.
  • Enter your password and confirm, then click “Set my password.”

Browser Setup

  •  You can bookmark the login for easy access: https://cha.mytalkdesk.com/users/sign_in
  • Once you have selected a password, you will be logged in to Talkdesk.
  • Click the “allow” button at the top of your screen next to the prompt that says this url wants to use your microphone.
  • This will allow you to use your computer to make and receive calls and will allow you to speak with people using your computer microphone or your stereo headset.

Setting Availability

talkdesk-availability

  • Agent Status lets the team know whether calls should be sent your way, or whether you are too busy to receive calls and they should be sent to another agent.
  • Available: You are logged into Talkdesk and are free to take calls.
  • After Call Work: Wrapping up notes from the call; unable to receive calls in this status.
  • Away: You are logged into Talkdesk but are away from your computer and unable to take calls.
  • Offline: You are not able to take calls.

Login/Logout

  • Again you can bookmark the login link for easy access: https://cha.mytalkdesk.com/users/sign_in
  • Login to your account by entering your email and password.
  • When you are finished making and receiving calls, be sure to logout using the dropdown menu next to your name in the top right corner.

Inbound Calls

talkdesk-inbound-call

  • Talkdesk works completely in the browser (again, ensure you are using Google Chrome), all you need to talk with a client is a Stereo Jack Headset. *A USB headset will NOT work.
  • Plug it into your computer and you will hear the phone ring when a call is coming in.
  • When a call is coming in, in addition to hearing the phone ring, you will see the call coming in on the right sidebar.
  • To take the call, click the “Accept” button.
  • During the call you have the following options, if needed:
    • Mute: This will mute your side of the line and you will not be heard by the client.
    • Hold: This will place the client on hold until you return to the call and switch them off the hold function.
    • End Call: Click this when you are finished with the call and ready to disconnect.
    • Transfer, Add Guest and Keypad should not be needed while an agent is on a call with a client.

Outbound Calls

  • To make outbound calls for scheduled appointments or should a call be disconnected at any time, you will find a keypad located in the right side panel of your screen.
  • Simply input the number and click “Call”.

Having Issues?

  • First, try hitting F5 on your keyboard to refresh your browser
  • If that doesn’t work, try restarting your computer.
  • Once logged back in to Talkdesk, if you are still experiencing issues, click Report an Issue at the bottom of your Talkdesk screen to send a detailed explanation of the issue and a screenshot to Talkdesk Support.

Additional Talkdesk Resources