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Talkdesk for Salesforce Omni-Channel Integration (Open Beta)

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Talkdesk for Salesforce Omni-Channel integration allows you to manage and sync agent statuses in either Salesforce Omni-Channel or Talkdesk Callbar.

Agents can be working and accepting assignments right from the Salesforce Omni-Channel console widget and, when their status is updated, it will also get updated accordingly on Talkdesk Callbar:

Omnichannel-Status-Update.png

With Talkdesk for Salesforce Omni-Channel, agents can easily balance work items, such as working on cases or chats in between calls.

Omni-Channel can be configured so that agents will not be assigned or routed new cases or chat requests while on a call. This way, when an Incoming call comes in and the Callbar changes to On a Call, Omni-Channel status is also automatically changed to block any other work items so agents can better focus on the call:

Omnichannel-On_a_Call.png

On the other hand, while agents are, for instance, replying to an SMS message in Salesforce, by changing their status to “SMS” in Omni-Channel, it will change Callbar to Away to not receive calls:

Omnichannel_SMS.png

 Additionally, we built in some safety measures for status changes so that if your agent is on a call and then switches to a non-voice Omni-Channel status via the Salesforce widget, we won’t abruptly end the call. The status change is reflected after the call is ended. In terms of triggering the first status synchronization, Callbar will defer to the system that is online first. For example, if you log in to Salesforce Omni-Channel first, and then log in to Callbar, Callbar will reflect the status mapped to the Omni-Channel status.

Admins can also view all their agents statuses in Salesforce Omni-Channel Supervisor view.

Note: Talkdesk for Salesforce Omni-Channel only works with Service Cloud.

The first step in setting up Talkdesk for Salesforce Omni-Channel is making sure you have Omni-Channel properly configured and enabled in Salesforce. To learn how to do this, follow the instructions here.

The second step is making sure you have installed our Talkdesk for Salesforce managed package by following the instructions here.

Once this is done, simply follow the instructions here to set up Talkdesk for Salesforce Omni-Channel, so that you can start mapping agent status to Talkdesk.

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