Squaretalk Platform
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 Disposition Statuses for Call Wrap-Up
How to Create Disposition Statuses for Call Wrap-Up Disposition Statuses define the outcome of a call. Agents select a Disposition Status during Wrap-Up to categorize what happened during the call. This turns conversations into measurable performance ...
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 Squaretalk. ? Note: Admin permissions are required to create groups. Step-by-Step: Create a New Group Go to Settings → Users & Permissions → Groups and click “+ Add Group” ...
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) If you need to onboard a large team, you don’t have to create users one by one. The Squaretalk Platform allows you to bulk import users using an Excel file. ? Note: Admin permissions are required to import users. ...
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 ...
How to Configure the Incoming WhatsApp Chat Flow
How to Configure the Incoming WhatsApp Chat Flow The Squaretalk Platform allows you to configure a WhatsApp Inbound Flow to control how customer messages are handled before they reach an agent. Step-by-Step: Create an Incoming Flow Go to Settings → ...
How to Edit and Delete WhatsApp Templates
How to Edit and Delete WhatsApp Templates WhatsApp message templates in Squaretalk can be edited or deleted from the Templates page. However, editing rules depend on the template status, because WhatsApp templates are regulated by Meta. Go to ...
How to Create and Manage Announcements
How to Create and Manage Announcements Announcements let you play a recorded message to callers and automatically route them to the next step in your call flow. This article explains how to create and delete announcements in the Squaretalk Platform. ...
How to Create and Manage Time Conditions
How to Create and Manage Time Conditions The Time Conditions check the current date and time and route calls based on your preferences. Step-by-Step: Create a New Time Condition Go to Settings → Voice → Time Conditions and click “+ Add Time ...
How to Configure IVR Menu
How to Configure IVR Menu An IVR (Interactive Voice Response) menu helps direct callers to the right department without manual intervention. Step-by-Step: Create a New IVR Go to Settings → Voice → IVRs and click “+ Add IVR” ?Useful Tip 1: To speed ...
How to Add or Remove Agents from a Queue
How to Add or Remove Agents from a Queue Queues in the Squaretalk Platform allow you to distribute inbound calls across multiple agents. To keep queues working efficiently, managers and admins can easily add or remove agents at any time. This guide ...
How to Create a Queue (Advanced)
How to Create a Queue (Advanced) Once your queue is created, Squaretalk allows you to optimize its behavior using the Advanced settings. This guide explains the key options available in the Advanced tab of your queue settings. Where to Find Advanced ...
How to Create or Edit a Queue (General)
How to Create or Edit a Queue (General) A Call Queue helps you organize how inbound calls are handled when multiple agents are available. Step-by-Step: Create a New Queue Go to Settings → Voice → Queues and click “+ Add Queue”. ?Useful Tip 1: To ...
How to Replace Phone Numbers
How to Replace Phone Numbers The Replace Numbers feature allows you to swap an active phone number with a new one without rebuilding your inbound and outbound configurations from scratch. This is useful when you need to change a number but want to ...
How to Set Outbound Route Priority
How to Set Outbound Route Priority The Squaretalk Platform processes outbound routes based on priority order. This is important when an agent matches the rules of multiple outbound routes at the same time. Outbound route priority ensures the system ...
How to Create an Outbound Group Route
How to Create an Outbound Group Route An Outbound Group Route (also called a Random Route Group) allows the Squaretalk Platform to rotate outbound calls between multiple phone numbers. Instead of using a single fixed caller ID, the system randomly ...
How to Create an Outbound Dedicated Route
How to Create an Outbound Dedicated Route An Outbound Dedicated Route (also called a Direct Outbound Route) is used when you want specific agents to always make outbound calls using one specific phone number. Step-by-Step: Create an Outbound Direct ...
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