Talkdesk

Owned by Ian Archer
Last updated: Mar 21, 2024
5 min read

Overview

Talkdesk has a native Zendesk Connector which can provide basic CTI Support like Click to Call, Syncing Contacts/Agents/Activity between Talkdesk/Zendesk, as well as basic Automation Capabilities like the ability to Create/Pop a Ticket, update a Ticket from a Disposition, and Relating Talkdesk Activity to a Ticket. The Agent Email Address is their unique identifier in Talkdesk and all Phone Numbers are always displayed as e.164 (+15555555555).

Talkdesk supports other CRM Connections as well like Salesforce, ServiceNow, etc, however each Talkdesk Instance can only Connect with a single “Type” of that specific CRM. For example you could have Salesforce and Zendesk connected to a single Talkdesk environment, but you could not have two different Salesforce Connections to a single Talkdesk environment (like Sandbox and Production).

Connecting to OpenMethods would be considered an Integration using Talkdesk’s native Connections and Actions as well as Automations. You will need to be an Administrator in Talkdesk and OpenMethods Experience Cloud to perform the actions outlined in this document.

OpenMethods Experience Cloud - Obtaining the API Key

Obtain the OpenMethods Experience Cloud API Key by following the steps laid out in the article: Obtaining OpenMethods Token.

Talkdesk Builder - Creating a Connection and Action

Connection Action 1.png

 

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

Connection Action 2.png

 

  1. Under “Custom Integration” select “Add Integration”.

 

  1. 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.

 

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

 

  1. Give your Action a Name and Description. Make sure the relative path is a “POST” and add what will be appended to the end of your URL configured previously “/api/sendmessage/CRM” before moving to the next step.

 

  1. Talkdesk requires when sending or receiving variables in a JSON body, 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" }

 

  1. Publish your Action.

Automations - Configuration

 

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

 

  1. 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.

 

  1. Scroll down where you can drag over the Talkdesk dynamic variables from the left side to your variables you defined in the previous steps 5-6. 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”

 

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

Studio - Optional Configuration

Talkdesk Studio (routing platform) also has the ability to Execute Connections and Actions (outside of the standard Automations). This is not required but if needed you can add a branch anywhere in Studio and choose the “Execute Action” component similar to what is shown below. You can learn more about variable manipulation from inside Studio here.

 

  1. 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.

This document may contain confidential and/or privileged information belonging to OpenMethods. If you are not the intended recipient (or have received this document in error) please notify the sender immediately and destroy this document. Any unauthorized copying, disclosure, or distribution of the material in this document is strictly forbidden.