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Sentiment Integration triggers (Closed Beta)

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Automated Tasks give teams the ability to be more efficient by sending data to external systems automatically.

Sentiment triggers allow admins and supervisors to trigger integration executions based on Sentiment data points related to both Mood and CSAT.

For example, you can configure Talkdesk to send an email when Mood is set to unhappy, or create a ticket in Zendesk in order for a Supervisor to reach out again to the customer. Or, when the CSAT received is 5 (very satisfied) trigger a message in Slack to congratulate the great job from the agent or team. The possibilities are endless.

 

To define an automated task with Sentiment triggers:

  • Log into your Talkdesk account as an Administrator.
  • Click on the "Admin" tab [1] at the top of the page.
  • Select the "Integrations" tab [2].
  • Click on the "Settings" button [3] for the integration you want to configure.
  • Click "Add New Automated Task" [4].

AutomatingTasksInYourTalkdeskForSlackIntegration001.gif

  • Select a Sentiment event in Talkdesk e.g. ‘CSAT score receive’ [5] and an action e.g. ‘send a message to a Slack #channel’ [6] in Slack:

Sentiment_Slack.png

  • You can define a filter e.g.: ‘CSAT score’ is equal ‘5’ (very happy) [7]:

CSAT_event.png

You can then also customize the information sent to Slack by dragging the relevant fields into the text boxes or typing the text message to be displayed, such as:

Sentiment_trigger_fields.png

  • #channel or @user: #general [8] (select the Slack channel or username)
  • Title: Awesome Work!l [9]
  • Message: The team just received a {{csat_score}} in our Customer Satisfaction survey! [10]
  • Once finished, click “Save” to activate the automated task.
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