Vobiz Calling

About Vobiz
Vobiz is a modern cloud telephony platform designed for high-growth support and sales teams. We deliver scalable voice infrastructure — including virtual phone numbers in 100+ countries, SIP trunking, WebRTC media streaming, and real-time call recording — enabling organizations to build frictionless customer communication workflows without managing legacy phone hardware.

What This Integration Does
Vobiz Calling for Zendesk integrates a full-featured, browser-based softphone directly into your Zendesk Support workspace. Agents can place and receive calls without leaving their Zendesk tab, streamlining ticket resolution and maintaining complete call context within every customer conversation.

Key Features & Capabilities:
- In-Browser Softphone: Place and answer crystal-clear WebRTC voice calls straight from the Zendesk top bar with zero plugins, desktop software, or external desk phones required.
- Click-to-Dial: Initiate outbound calls with one click directly from ticket records, user profiles, or the top bar dialpad.
- Inbound Screen Pop: Instant caller identification displays incoming caller details and automatically routes agents to matching customer tickets and profiles.
- Automatic Call Logging: Every completed call automatically generates a private note on the associated Zendesk ticket, containing call direction, duration, timestamps, agent details, and a secure recording link.
- Secure Call Recording: Calls are automatically recorded and accessible via short-lived, cryptographically signed URLs, ensuring sensitive audio is never exposed publicly.
- Multi-Agent & Multi-Number Support: Dynamically provisions SIP endpoints per agent and allows selection of outbound caller IDs across your organization's provisioned Vobiz phone numbers.

Requirements:
- An active Vobiz account (sign up at https://vobiz.ai) with at least one active voice-enabled phone number.
- The Vobiz Zendesk calling backend deployed at an accessible public HTTPS URL.

Data and Privacy Disclosures:
This app interacts with your Zendesk instance and customer data solely to provide telephony and call logging functionality:
- Data Accessed: Read access to ticket IDs, requester names, phone numbers, and user search to match incoming/outgoing callers and associate calls with tickets. Write access to ticket comments to log call summaries and recording playback links.
- Data Storage & Handling: No Zendesk customer data, ticket contents, or personal information is permanently stored on Vobiz servers beyond standard telephony session metadata (call duration, timestamps, and call UUIDs) required to route and record calls.
- Security & Access Control: All communications between the browser, Zendesk, and Vobiz media gateways occur over encrypted TLS/HTTPS and Secure WebSockets (WSS). Recording audio files are stored in accordance with your Vobiz account data retention policy and are accessible only through time-limited, HMAC-signed URLs. Vobiz never sells, shares, or repurposes customer data for advertising or any third-party use.
- Policies: For comprehensive information on data privacy, security practices, and compliance, please visit our Privacy Policy at https://vobiz.ai/privacy and our Terms of Service at https://vobiz.ai/terms.