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Automating tasks in your Highrise Integration

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With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum:

  • When an inbound call starts in Talkdesk, create a contact, a note or a task in Highrise
  • When a contact is created in Talkdesk, create a contact in Highrise
  • When a note is created in Talkdesk, create a note in Highrise
  • When an outbound call ends in Talkdesk, create a task in Highrise
  • When a call is missed in Talkdesk, create a task in Highrise

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

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To configure an automated task, please follow these steps:

  • Log into your Talkdesk account as an Administrator.
  • Select the 'Admin' section [1]. 
  • Click on the 'Integrations' [2] tab and select the 'Settings' button. 
  • Click on 'Add your first automated task for Highrise' [3]. Or, 'Add New Automated Task' if this is not the first automated task.
  • Customize the automated task according to your needs.
  • Click on 'Save'.

Example:

Follow these steps to set up an automated task for missed calls in Talkdesk. When a call is missed, Talkdesk will automatically create a task in Highrise.

Select the trigger as 'When a called is missed [4] in Talkdesk, then create a task' [5] in Highrise'.

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Talkdesk will automatically send a task to Highrise each time there is a missed call. 

You can customize the information sent to Highrise by filling in the fields of the automated task. For example:

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Task body:

"Missed call from: {{contact_phone_number}}"

Drag the "Caller's number" trigger field [6]

Public:

Select 'false' from the dropdown menu [7]. This means that the task will be visible only to you.

Notify:

Select 'true' from the dropdown menu [8]. This means that you will be notified of this task by email, provided that you have set this in your Highrise settings too. For more information about Highrise notifications, please check this Highrise article.

Once finished, click 'Save' [9] to activate the automated task.

You can disable and re-enable this trigger at any time by switching the toggle to 'OFF' / 'ON' [10].

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