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Phone Desk is a focused mode of the existing inbox. It hides the session list and optional views sidebar on the left while keeping the session timeline, notes, call history and right-hand details panel. Existing organizations keep their current inbox unless the mode is enabled.

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Enable Phone Desk mode

  1. Open Settings → Voice & Telephony. Enable telephony, then turn on Enable Phone Desk mode. You need permission to edit voice settings.
  2. In the inbox, select Phone Desk mode to hide the list. Select Show session list to return to the full inbox. Your selected session stays open.
  3. To make this the default for agents, open Settings → Roles and choose Phone Desk as the role’s Default workspace. The Telephony Agent preset provides a starting set of calling and session permissions; review these before assigning it.
Users whose roles default to Phone Desk have a simplified sidebar without the Companion, Apps and Settings section. My Profile remains accessible from the user menu. Other users keep the normal navigation. The mode changes presentation, not access permissions. If an agent has multiple roles, every role must select Phone Desk for it to become their default. A legacy role or a role set to Full inbox keeps the normal inbox as their default.

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Work in the familiar inbox

  • Middle: the existing session timeline, messages, call history, recordings and internal notes.
  • Right: the existing contact and session details, attributes and inbox widgets. Use the normal session-info button if the panel is collapsed.
  • Availability: open Availability beside the dialer to adjust your status, availability for calls and team availability. These are the same controls available from your user menu.
  • Calls: when no session is open, the dialer appears in the center of the workspace. With a session open, select New call beside the Phone Desk title to leave the current session view and return to the centered dialer. The incoming-call banner, active-call controls and wrap-up strip work as they do in the full inbox.
When you accept a customer call in Phone Desk mode, its session opens automatically. When wrap-up expires or you select I’m ready, Phone Desk clears the completed call from your view and returns to the dialer. Extending wrap-up keeps the session open longer. This does not close or delete the session itself, and it will not dismiss another session you opened or a new active call. You can show the list whenever you need to select another session. On mobile, session details continue to open in the existing details sheet. With a zero-second wrap-up, the completed call leaves the desk immediately. If you reload during wrap-up, the open session stays in place because the desk can no longer confirm which call the remaining wrap-up belongs to. Select New call to return to the dialer. Switching modes preserves the selected session and does not replace the calling connection. Availability, team membership, business hours, auto-answer and wrap-up settings keep their existing behavior. See Call answering and Human calling.