Squaretalk Platform
How to Connect Your Mailbox
How to Connect Your Mailbox The Mailbox feature allows users to connect their Gmail account directly to the Squaretalk Platform and manage emails without leaving the workspace. Once connected, users can view, organize, search, and reply to emails ...
How to Create and Manage Canned Messages
How to Create and Manage Canned Messages Canned Messages allow admins to create reusable, predefined responses that agents can quickly insert into conversations. This helps teams respond faster, maintain consistency, and improve communication across ...
Understanding Call Wrap-Up Priority Hierarchy
Understanding Call Wrap-Up Priority Hierarchy The Squaretalk Platform allows admins to configure Call Wrap-Up behavior at multiple levels. When more than one configuration exists, the system follows a defined priority hierarchy to decide which ...
Understand & Change Primary Groups
Understand & Change Primary Groups Users in the Squaretalk Platform can belong to multiple groups, but only one group acts as the Primary Group for Call Wrap-Up logic. The Primary Group is used when: no Campaign Wrap-Up configuration applies no Queue ...
How to Configure Call Wrap-Up Per Group
How to Configure Call Wrap-Up Per Group Call Wrap-Up can be configured directly at the Group level to create consistent post-call workflows for teams. This configuration is applied when no Queue or Campaign Wrap-Up settings are available. ? Note: ...
How to Create & Export a Custom Users Report
How to Create & Export a Custom Users Report The Users Report allows admins to export customized activity reports based on selected columns, filters, and date ranges. You can quickly export the current report view or create reusable custom report ...
How to Restore Archived Recordings
How to Restore Archived Recordings When recordings are archived, they are moved to secure cold storage for 180 days to free up active space. Archived recordings are not immediately available for playback, but can be restored as an exception if there ...
Understanding Storage in Squaretalk
Understanding Storage in Squaretalk Storage in the Squaretalk Platform refers to the total amount of data your account uses, mainly generated from daily operations such as calls, messages, emails, and contacts. ? Note: Audit logs are not included ...
Where to View Storage Notifications
Where to View Storage Notifications Squaretalk provides storage notifications to ensure administrators are always aware of their current usage and can take action before limits are reached. These notifications appear across the platform and through ...
How to Configure Callback for Queues
How to Configure Callback for Queues The Callback feature allows callers to request a callback instead of waiting in a queue. This improves customer experience and reduces queue congestion. Callback is configured per queue and gives you full control ...
How to Fill in the User Import File (CSV / Excel)
How to Fill in the User Import File (CSV / Excel) When using the Bulk Import feature, you can upload a CSV or Excel file to create multiple users at once. To ensure a successful import, it’s important to follow the correct format and complete all ...
How to Add and Verify a New Business Number
How to Add and Verify a New Business Number To use a phone number for WhatsApp messaging, the number must be onboarded through the Messaging settings. This process links your Squaretalk phone number to Meta’s WhatsApp ecosystem, allowing you to send ...
How to Create a WhatsApp Template
How to Create a WhatsApp Template WhatsApp templates allow you to send pre-approved messages(by Meta) to customers, such as notifications, reminders, or marketing campaigns. Step-by-Step: Create a New Announcement Go to Settings → Messaging → ...
How to Create & Manage Call Wrap-Up Statuses
How to Create & Manage Call Wrap-Up Statuses Call Wrap-Up Statuses have a role of disposition statuses that define the outcome of a call. Agents select a Wrap-Up Status during Wrap-Up to categorize what happened during the call. This turns ...
How to Configure and Manage Call Wrap-Up Per Queue
How to Configure and Manage Call Wrap-Up Per Queue Call Wrap-Up allows you to control what happens after an agent finishes a call. When enabled for a queue, agents must complete a post-call form before returning to their previous status. This ensures ...
How to Enable & Manage Internal Chats
How to Enable & Manage Internal Chats: Real-Time Team Communication Inside the Squaretalk Platform Internal Chat brings secure, real-time team communication directly into the Squaretalk workspace. No more switching between tools. No more lost ...
How to Set a Specific Server Cleanup Time
How to Set a Specific Server Cleanup Time The Server Cleanup Time directly impacts how real-time data is refreshed in the Monitor page. At the configured time, the system performs a daily reset process that ensures Monitor statistics reflect ...
Where to View Audit Logs
Where to View Audit Logs Audit Logs in the Squaretalk Platform allow admins to track important activity across the platform. They are essential for troubleshooting issues, monitoring security events, and keeping visibility over system changes. Audit ...
How to Configure Alerts & Notifications
How to Configure Alerts & Notifications The Squaretalk Platform allows you to configure alerts and notifications so you never miss important activity. Once configured, you will be able to find them by clicking on Notifications in the upper right ...
How to Choose the Correct Calls Distribution
How to Choose the Correct Calls Distribution When you create a call queue in the Squaretalk Platform, you must choose a Call Distribution Type. This setting controls how incoming calls are assigned to agents and directly impacts: response speed ...
How to Configure Call Recording Settings
How to Configure Call Recording Settings The Squaretalk Platform allows you to configure call recording settings to ensure compliance, quality monitoring, and performance review. Recordings can be enabled or disabled depending on the call type, and ...
How to Manage Password Renewal Rule
How to Manage Password Renewal Rule The Squaretalk Platform allows administrators to enforce a password renewal policy to improve account security. When enabled, users will be required to update their password after a defined number of days. This ...
How to Set Your Organization’s Working Hours
How to Set Your Organization’s Working Hours Setting your organization’s Working Hours is an important configuration step that helps the Squaretalk Platform align with your real business schedule. This setting is not just for reference, it directly ...
How to Set the Timezone
How to Set the Timezone The Default Timezone ensures that all system timestamps reflect the correct time for your organization. This setting affects: Call logs WhatsApp messages Performance reports Scheduled reports Automated system tasks Setting the ...
How to Create a Contact Tag
How to Create a Contact Tag Contact Tags help you organize and segment your contacts into meaningful groups. Instead of manually selecting contacts one by one, you can assign a Tag to your contacts and then launch Dialer campaigns based on that Tag. ...
How to Create a Custom Status
How to Create a Custom Status Custom Statuses help you track your team’s real availability in a much more accurate way. Instead of seeing a generic status like Away, you can create meaningful options such as: Team Meeting Lunch Break Training Admin ...
How to Deactivate or Restore an IP
How to Deactivate or Restore an IP IP rules help secure your Squaretalk account by limiting access to approved networks only. This guide explains how to deactivate and restore IP rules safely. ? Note: Admin permissions are required to access IP ...
How to Whitelist an IP Address
How to Whitelist an IP Address IP Whitelisting creates a digital security fence around the Squaretalk Platform. By restricting access to approved IP addresses or geographic regions, you can prevent unauthorized login attempts and device registrations ...
How to Blacklist a Phone Number
How to Blacklist a Phone Number The Blacklist feature helps you block unwanted communication and protect your teams from spam, harassment, or compliance risks. It’s also commonly used for maintaining Do Not Call (DNC) restrictions. ? Note: Admin ...
How to Create Custom Roles
How to Create Custom Roles The Squaretalk Platform includes default permission levels like Agent, Manager, and Admin. However, if you need more control, you can create Custom Roles to define exactly what users can and cannot access. ? Note: Admin ...
How to Create a Group
How to Create a Group Groups are one of the easiest ways to manage teams in the Squaretalk Platform. ? Note: Admin permissions are required to create groups. Step-by-Step: Create a New Group Go to Settings → Users & Permissions → Groups and click “+ ...
How to Listen to Voicemail Messages Using Feature Codes
How to Listen to Voicemail Messages Using Feature Codes If you are using a SIP-connected device (Softphone), you can access the voicemails using Feature Codes. Dial: *97 to check your own voicemail The system automatically detects your extension. You ...
How to Set Up Voicemails
How to Set Up Voicemails Voicemails are linked to Users in the Squaretalk Platform. Each user acts as an individual inbox that can: collect personal missed calls store overflow messages from queues serve as a shared voicemail box for teams This guide ...
How to Reset a User’s Password
How to Reset a User’s Password For security reasons, user passwords in Squaretalk are encrypted and cannot be viewed by anyone, including administrators. If a user forgets their password, you must reset it using one of the options below. Option 1: ...
How to Edit or Delete a User
How to Edit or Delete a User As your team grows or roles change, you may need to update user details, adjust permissions, or remove inactive accounts. ? Note: Admin permissions are required to access user settings. Step-by-Step: Edit a User Go to ...
How to Connect a SIP/TLS Extension to the Softphone
How to Connect a SIP/TLS Extension to the Softphone A SIP/TLS extension allows users to connect to the Squaretalk Platform using a secure SIP connection. This guide explains how to configure a SIP/TLS extension and connect it to a softphone. What Is ...
How to Change and View an Extension’s Password (Secret)
How to Change and View an Extension’s Password (Secret) Each SIP or SIP/TLS extension in the Squaretalk Platform includes a unique password used to connect external devices such as softphones or desk phones. If an agent changes devices, forgets their ...
How to Switch an Extension Type
How to Switch an Extension Type Squaretalk allows you to change how an extension connects to the system at any time. Changing the extension type does not remove the user’s history or settings. Step-by-Step: Switch Extension Type Go to Settings → ...
How to Import Users (Bulk Import)
How to Import Users (Bulk Import) You can onboard multiple users at once using the Bulk Import feature in the Squaretalk Platform. The process is guided and interactive, allowing you to validate, configure, and customize users before they are ...
How to Create a User
How to Create a User To give someone access to the Squaretalk Platform, you need to create a User profile. Each user is automatically assigned an Extension during setup, so you no longer need to create extensions separately. This guide explains how ...
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