As an Administrator in Talkdesk, navigate to “Builder” then “Integrations”, and select “Add Integration”.

Under “Custom Integration” select “Add Integration”.

Give your Custom Integration a Name and Description. Add a base path of “https://connect.openmethodscloud.com”. Set the Authentication Type to “None” and then Save.

Under the “Actions” of your new Integration, select “Add Action”

Give your Action a Name and Description and add your path that will be appended to the end of your URL configured previously “/api/sendmessage/CRM” before moving to the next step.

Talkdesk requires when sending or receiving variables that you define those in a JSON Schema. In this case we will add the following as an “Input Schema” (and leave the Output blank):

{
    "$id": "root",
    "$schema": "http://json-schema.org/draft-07/schema#",
    "type": "object",
    "properties": {
        "agentid": {
            "type": "string",
            "title": "agentid"
        },
        "jwt": {
            "type": "string",
            "title": "jwt"
        },
        "crmid": {
            "type": "string",
            "title": "crmid"
        },
        "event": {
            "type": "string",
            "title": "event"
        },
        "ani": {
            "type": "string",
            "title": "ani"
        }
    },
    "required": [],
    "additionalProperties": false,
    "title": "root schema"
}

Publish your Action.

After publishing your Action above, under your Integration select “Automations” and “Create Automation”.

Give your Automation a Name, and then choose the criteria for your event: “In Talkdesk” “When an inbound call starts” then “Send Event”. You also have the ability to filter by the calls Ring Groups or Number Dialed for example as needed before moving to the next section.

Scroll down where you can drag over the Talkdesk dynamic variables from the left. You can drag the “Agent email” to the “agentid” and the “Contact phone” to the “ani” and you will see how these get populated accordingly {{agent.email}} and {{contact.phone}}. You will also need to hard code the other values based on your integration, including your OpenMethods Experience Cloud API Key, the CRM ID, and set the event to “On Answer”

Verify the Automation is “Enabled” and then “Publish” your Automation to complete the configuration

Just like an Automation you can configure the variables that were originally specified when creating the Connection / Action.
*Note: If different variables are needed, you can simply create a new “Action” to your existing Connection with the JSON Schema updated for those variables, similar to step 5-6 above.