Convert Voice

About Convert Company

Convert Company builds cloud telephony and customer service software in Brazil: PBX, queues, call recording, omnichannel chat and AI call analysis.

What Convert Voice does

Convert Voice puts the agent's Convert extension in the Zendesk top bar.

• Place and receive calls without leaving Zendesk. The panel opens on its own when the phone rings.

• See who is calling: the Zendesk user, their organization and their open tickets. Answering opens the caller's ticket.

• Link the call to a ticket with one click, and add a call note that is posted to the ticket as an internal comment.

• Transfer, park, mute, keypad and audio device selection during the call.

• Agent status and Convert pause reasons.

• Call history with recordings and the AI call summary.

Requirements

• A Convert account. Your company's Convert server must accept requests from Zendesk; Convert support sets this up.

• A browser with microphone access.

• The app interface is in Brazilian Portuguese.

Data and privacy

The app runs in the agent's browser and calls the Zendesk API only with the signed-in agent's session. It reads the current agent's name and photo; the users, organizations and open tickets that match a caller's phone number; and the ticket open on the agent's screen. It writes to Zendesk only when the agent adds a call note, posted as an internal comment.

When the agent clicks Link, the ticket number, subject, status, link and requester name are sent to your company's Convert server and stored with the call record. No Zendesk data is sent anywhere else. Only the Convert session token is kept, in the agent's browser.

Convert Company privacy policy: https://convertcompany.com.br/politica-de-privacidade/