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User guide

CRM Scene GoTo Voice Workspace user guide.

A practical guide for agents, supervisors, and administrators using Agent Command Center, GoTo voice, SMS, callbacks, summaries, transcripts, and Customer 360 inside Zendesk Support.

Start with agent quick startOpen admin guideAsk CRM Scene
Agent Command Center and Customer 360GoTo voice, SMS, callbacks, summariesApplies to version 2.13.6
Version 2.13.6Updated: June 1, 2026Prepared for crmscene.com

Version focusVersion 2.13.6 focus areas.

This guide reflects the June 1, 2026 package supplied for crmscene.com.

Live-call context

Live-call context

Incoming calls show caller, ticket, and last interaction before the agent answers.

Sticky wrap-up

Sticky wrap-up

Post-call prompts stay visible until agents save the wrap-up or dismiss it intentionally.

Matched sidebar frame

Matched sidebar frame

Voice and Customer 360 share one darker, calmer workspace shell inside Zendesk.

What it doesWhat the workspace does.

CRM Scene GoTo Voice Workspace keeps voice activity attached to the Zendesk ticket. Agents can read one clear Agent Command Center, see caller context, place and answer calls, send SMS, schedule callbacks, sync summaries and transcripts, and complete sticky wrap-up without switching tools.

AG

Agent flow

Start the shift, register the softphone, answer or place calls, read caller context, then save wrap-up and internal notes.

360

Customer view

Use Voice and Customer 360 to see phone, ticket, Talk, GoTo, SMS, callback, summary, transcript, and timeline state together.

AD

Admin setup

Use diagnostics for OAuth, SMS setup, Worker health, tenant readiness, queued writes, marketplace headers, and live QC checks.

Voice tab Agent Command Center inside the matched dark sidebar frame
Voice tab inside the matched dark sidebar frame with Agent Command Center, call context, activity, and logging.
TB

Top bar

Register the softphone, answer or decline inbound calls, dial outbound, review recent activity, and open missed-call or wrap-up prompts.

VOICE

Voice tab

Review latest-call context, activity, logging, callback actions, summary state, and ticket-specific voice history.

360

Customer 360

See customer readiness, recommended actions, SMS, callbacks, timeline, summary sync, and post-call wrap-up.

ReadinessBefore you start.

Agents need both Zendesk and GoTo readiness before live voice, SMS, callbacks, QA, sync, or admin actions should run.

Before you start.

  • Zendesk Support access.
  • Zendesk Talk availability set to Available for Talk.
  • GoTo user matched to the Zendesk agent email or extension.
  • Browser microphone permission.
  • Top-bar softphone registered in the current browser.

Readiness

Zendesk Talk availability gates the app. When Talk is not available, the workspace blocks GoTo voice, SMS, callbacks, QA, sync, and admin actions until the agent becomes available for Talk.

Agent flowAgent quick start.

  1. Set Zendesk Talk to Available for Talk.
  2. Open the CRM Scene GoTo top-bar app.
  3. In Softphone, click Register and allow microphone access if prompted.
  4. Open the Zendesk ticket for the customer.
  5. Read Agent Command Center. Use Voice for latest-call context and 360 for actions, timeline, SMS, callbacks, and wrap-up.
  6. After the call, review the summary, sync notes, choose a disposition, and save the wrap-up or internal note.

Agent Command CenterThe first place agents should look.

Agent Command Center combines readiness, customer context, and the recommended action so agents know whether to answer, register, review, sync, or wrap up.

Top bar

Top bar

Shows whether the browser is ready, registering, reconnecting, answering, dialing, missed, or waiting for wrap-up.

Voice tab

Voice tab

Use it to review the latest call, inspect activity, add a callback, refresh live context, and log outcomes.

Customer 360

Customer 360

Shows customer, phone, ticket, Talk, GoTo, softphone, and SMS readiness with actions like Call, Text, Sync, Ticket, Cached, and Live.

Recommended rhythmAgent workflow.

01

Start of shift

Open Zendesk, set Talk to Available for Talk, open the GoTo top bar, register the softphone, and confirm the status is Ready.

02

During a customer call

Work from the customer ticket. Use Voice for latest-call context and match confidence, use 360 for customer actions and history, and keep the top bar available for call controls.

03

After a call

Use the sticky wrap-up prompt, review summary or transcript availability, sync notes, choose a disposition, mark callback need when relevant, and save the internal note.

Voice controlTop-bar voice console.

The top-bar app is the main GoTo voice console for softphone registration, incoming calls, outbound calls, recent activity, missed-call review, and post-call wrap-up prompts.

Overview

Overview

Shows readiness, GoTo match status, line state, dialer, latest call, missed calls, and callback actions.

Events

Events

Shows recent GoTo events. Use Refresh when you need the newest activity or eligible activity synced back to Zendesk.

Softphone

Softphone

Click Register, allow microphone access, and confirm status changes to Ready. Use Reconnect after browser or session changes.

Incoming calls

Incoming calls

Incoming cards can show caller, extension, linked ticket, and last interaction before answer with actions like Answer, Decline, and Open ticket.

Active calls

Active calls

Use available GoTo controls such as Hang up, hold, resume, or transfer where supported by the tenant.

After hangup

After hangup

Use Wrap up this call to review the call, sync notes, pick a disposition, and save.

Status values such as Live, Checking, Not receiving calls, and Ready tell agents whether the browser can receive GoTo activity.

Ticket workspaceTicket sidebar.

The ticket sidebar now presents Voice and 360 inside the same darker frame, so the product feels like one workspace instead of two unrelated panels.

Voice: Call

Voice: Call

Requester identity, GoTo match confidence, matched contact details, latest call state, recording or voicemail status, callback action, and summary preview.

Voice: Activity

Voice: Activity

Call history from GoTo events, related Zendesk GoTo tickets, and the active Zendesk ticket.

Voice: Log

Voice: Log

Save internal call outcomes such as resolved by phone, callback needed, left voicemail, no answer, wrong number, escalated, needs follow-up, or duplicate contact.

When match confidence is Possible or Conflict, verify the requester and GoTo contact before confirming ticket notes.

Guided workspaceCustomer 360.

Customer 360 combines customer identity, Talk and GoTo readiness, softphone and SMS status, recommended actions, activity timeline, missed-call follow-up, callbacks, and post-call wrap-up.

Recommended actions

Recommended actions

Agent Command Center can suggest adding a customer phone, following up a missed call, reviewing a summary, syncing notes, saving a call disposition, or sending a follow-up text.

Customer actions

Customer actions

Use Call, Text, Sync, Ticket, Cached, and Live actions from the 360 view.

SMS

SMS

Choose a template, edit the message, and send. Messages can be up to 1600 characters and are logged as private notes where supported.

SMS templates

SMS templates

Common template badges include Follow-up, Callback, and Resolved.

Callbacks

Callbacks

Set requested time, priority, and reason. Linked callbacks are written to the ticket; unlinked callbacks can create a task or ticket where configured.

Post-call wrap-up

Post-call wrap-up

Review summary and transcript state, sync notes, choose a disposition, mark callback need, and save the wrap-up to Zendesk.

Ticket historySummaries, transcripts, and ticket notes.

  • Use Voice > Call Open Summary, Customer 360 > More tools Preview or Sync notes, or post-call wrap-up Review summary and Sync notes.
  • Summaries, transcript previews, SMS logs, callbacks, and wrap-ups are written as internal/private Zendesk notes where supported.
  • The workspace uses sync identifiers and Zendesk comment checks to avoid duplicate notes.
  • If ticket sync fails, retry the sync and share the request ID with support if retry fails again.

Support checksTroubleshooting.

GoTo offline or actions blocked

GoTo offline or actions blocked

Set Zendesk Talk to Available for Talk, then refresh the app.

Softphone says Not receiving calls

Softphone says Not receiving calls

Open the top bar and click Register or Reconnect.

Incoming calls do not ring

Incoming calls do not ring

Confirm softphone registration, microphone permission, and Talk availability.

Voice connection not configured

Voice connection not configured

Ask an admin to check workerBaseUrl.

Worker authorization failed

Worker authorization failed

Check workerAppKey or the Zendesk OAuth tenant key.

SMS disabled

SMS disabled

Review the visible reason: missing phone, SMS owner, scopes, blocked sender, or GoTo not authorized. Admins can use diagnostics SMS setup.

No call history

No call history

Check the requester phone, then use Live or refresh live activity.

Open ticket disabled

Open ticket disabled

The app may already be on that Zendesk ticket.

Admin guideSetup and diagnostics.

Use admin mode temporarily for setup verification, SMS setup, admin health, Worker checks, GoTo OAuth, replay, and Live QC.

Zendesk app settings

Zendesk app settings

Review workerBaseUrl, optional tenantId, secure workerAppKey, gotoSmsOwnerPhoneNumber, gotoSmsOwnerUserKey, and temporary ?debug=1.

Diagnostics drawer

Diagnostics drawer

Check Worker connection, tenant setup, app key validity, Zendesk OAuth, GoTo OAuth, note-writing readiness, SMS setup, admin health, KV state, marketplace headers, rate limits, queued writes, Worker version, polling, request ID, and Worker error.

Diagnostics actions

Diagnostics actions

Use Refresh, Replay, Live QC, Connect Zendesk, Connect GoTo, Switch GoTo, Save sender, and Send test.

SMS setup

SMS setup

Save the GoTo sender, optional user key, and send a setup test from diagnostics when SMS readiness is blocked.

Marketplace package

Marketplace package

Use npm run marketplace:check, npm run package:zendesk, npm run marketplace:check:submission, npm run marketplace:apply-worker-env, and npm run package:marketplace.

Rate limits and queued writes

Rate limits and queued writes

Watch Zendesk and GoTo rate counters plus queued, retrying, and failed Zendesk write counts.

Data handlingData and privacy.

The app may display or write customer phone numbers and emails, GoTo metadata, call outcomes, summaries, transcript previews, SMS bodies, private notes, callback details, and wrap-up data.

  • Call notes, summaries, transcripts, SMS logs, callbacks, and wrap-ups are written as internal/private notes where supported.
  • Follow your organization rules for call recording, SMS consent, transcript visibility, and retention.
  • Do not paste secrets, app keys, OAuth tokens, API tokens, or credentials into ticket notes, SMS messages, screenshots, or support requests.

Support pathGetting help.

When a workspace issue needs support, collect the details that help CRM Scene or your Zendesk admin trace the exact request.

  • What action you attempted.
  • Zendesk ticket ID.
  • Where you were working: top bar, Voice, or Customer 360.
  • The visible error and request ID, if shown.
  • Zendesk Talk status at the time of the issue.
  • Use the in-app CRM Scene x GoTo support link or contact your Zendesk administrator.

Related CRM Scene pages

Back to apps

Back to apps

See the full CRM Scene app and workflow utility surface.

Back to apps →
Zendesk integration services

Zendesk integration services

Plan the API, OAuth, retry, and observability model behind connected workflows.

Zendesk integration services →
Client support

Client support

Use the client support path when an installed CRM Scene workspace needs help.

Client support →