If the target user field is Phone (standard Zendesk field), you will have a checkbox available right under the dropdown menu :
If you choose to select "Choose as primary phone number", the phone number push by the app will become the primary one and first phone number on the list. It means, it will be considered a direct phone number and the phone number will be recognise by Talk system as main phone number. It will also be the first phone that shown when a agent try to call the end user.
🚨🚨🚨There are two requirements for Talk to be able to identify an existing user from their telephone number:
- The number in the user's profile must be formatted with the internationally standardized E.164 format, for example, +16175551212. For more information, see the article: What are the accepted phone number formats for Talk?
- The number must be marked as the user's direct line. Zendesk cannot identify a user if they are using a shared number.