Squaretalk Platform
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 ...
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 ...
How to Create or Edit an Inbound Route
How to Create or Edit an Inbound Route An Inbound Route controls what happens when a customer calls one of your business phone numbers. It defines the customer’s call journey, whether the call goes to a queue, IVR menu, specific agent, or follows ...
Phone Numbers Page Overview
Phone Numbers Page Overview The Phone Numbers page is where you can find and manage all your business phone numbers in the Squaretalk Platform. From here, you can see which numbers are configured, how calls are routed, and which numbers are used for ...
How to Schedule a Report
How to Schedule a Report Squaretalk allows you to schedule reports so they’re generated and delivered automatically, no manual exporting needed. This guide explains how to schedule a report step by step. You can schedule any type of reports in the ...
Messaging Report
Messaging Report The Messaging Report in the Squaretalk Platform helps you review and analyze all messaging activity across your organization. It is designed for managers and admins who want visibility into: chat performance and workload user ...
Queues Report
Queues Report The Queues Report in the Squaretalk Platform helps you track call activity and performance for each queue in your system. It is designed for supervisors and admins who want to monitor: queue call volume answered vs missed calls agent ...
Phone Numbers Report
Phone Numbers Report The Phone Numbers Report in the Squaretalk Platform helps you track and analyze all call activity per phone number. This report is useful for supervisors, admins, and operations teams who want to monitor: call volume per number ...
Users Report
Users Report The Users Report in Squaretalk helps managers and admins review agent activity in one place. It allows you to track: all calls made or received by each user status usage (Available, Break, Offline, etc.) chat history and messaging ...
Calls Report
Calls Report The Calls Report in the Squaretalk Platform gives you a full overview of all call activity in your system. It helps supervisors and admins track: inbound and outbound calls answered vs missed calls call duration and performance agent ...
What Is a CSW and Why Is It Important in WhatsApp?
What Is a CSW and Why Is It Important in WhatsApp? CSW stands for Customer Service Window. It is a Meta 24-hour time window rule during which the users can reply to a customer on WhatsApp using normal, free-form messages. During the CSW, the ...
Inbound vs Outbound WhatsApp Rules
Inbound vs Outbound WhatsApp Rules WhatsApp messaging is regulated by Meta rules. This means you cannot always message a customer freely. It all depends on who started the conversation and whether the WhatsApp session is still active. This guide ...
How to Start an Outbound WhatsApp Conversation in the Squaretalk Platform
How to Start an Outbound WhatsApp Conversation In the Squaretalk Platform, you can start an outbound WhatsApp conversation with a client directly from the My Messaging tab. Because WhatsApp is regulated by Meta rules, outbound conversations usually ...
My Messaging Tab Overview
My Messaging Tab Overview The My Messaging tab in the Squaretalk Platform lets users manage all customer chats in one place. It is designed for agents and supervisors(managers & admins) who handle WhatsApp and messaging conversations and need a clear ...
How to Edit a Contact and View Previous Communications
How to Edit a Contact and View Previous Communications The Contacts tab in the Squaretalk Platform allows you to keep customer information updated and review previous interactions. This is useful when you need to: update a phone number, email, or any ...
How to Create a Contact (Manual & Bulk Upload)
How to Create a Contact (Manual & Bulk Upload) To expand your contacts list, the Squaretalk Platform allows you to create contacts manually or upload a full list in bulk. This is useful for building your customer database and enabling quick ...
Contacts Tab: Overview and Key Features
Contacts Tab: Overview and Key Features The Contacts tab in Squaretalk helps you store and manage customer and internal contact details in one place. What Can You Do in the Contacts Tab? From the Contacts tab, you can: Search for contacts by name or ...
Manage the Chats in the Messaging Monitor Page (Assign, Transfer, Close, Block)
Manage the Chats in the Messaging Monitor Page (Assign, Transfer, Close, Block) The Squaretalk Platform’s Messaging lets you manage customer conversations in one place. From a single window in the Messaging Monitor, you can assign chats to agents, ...
How to Change an Agent’s Status (Manager/Admin Guide)
How to Change an Agent’s Status (Manager/Admin Guide) As a Manager or Admin, you can monitor your agents’ availability and help manage live operations by updating an agent’s status when needed. This is useful when: an agent forgot to switch back to ...
Where to Find Spy, Whisper, and Barge in the Squaretalk Platform
Where to Find Spy, Whisper, and Barge in the Squaretalk Platform The Squaretalk Platform allows you, by default, to monitor live calls using Spy, Whisper, and Barge options. These tools help you support agents in real time without interrupting the ...
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