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Automating tasks in your UserVoice 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 a call goes to voicemail, create a ticket with the recording in UserVoice
  • When a call is missed, create a new ticket in UserVoice
  • When a new contact calls, create a new user in UserVoice
  • When a contact is updated in Talkdesk, update the user in UserVoice
  • When a call ends, create a new ticket in UserVoice

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

To configure an automated task, please follow these steps:

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  • Log in to your Talkdesk account as an Administrator.
  • Click on the 'Admin' tab [1].
  • Select 'Integrations' [2] and click the UserVoice 'Settings' button.
  • Click on 'Add your first automated task for UserVoice' button [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.

Select the trigger as 'When a call is missed [4] in Talkdesk then create ticket note [5] in UserVoice'. Talkdesk will automatically create a new ticket in UserVoice with a customized message each time a call is missed in Talkdesk.

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You can customize the information sent to UserVoice by dragging the relevant fields into the text boxes, such as:

AutomatingTasksInYourUserVoiceIntegration003.gif

 

  • Requester Email:

{{contact.email}}

Drag the "Contact email" trigger field [6] 

 

  • Subject:

"Missed call from {{customer.phone}}"

Drag the "Contact phone" trigger field [7] 

 

  • Description:

"Talkdesk Number:"

{{talkdesk_phone_number}}

 Drag the "Talkdesk number" trigger field [8]

"Contact Number:"

{{contact_phone_number}}

 Drag the "Caller's number" trigger field [9]

"Time:"

{{time.now}}

Drag the "Present time" trigger field [10]

 AutomatingTasksInYourUserVoiceIntegration004.png

Once finished, click 'Save' [11] to activate the automated task.

You can disable and re-enable this trigger at any time by switching the toggle to 'OFF' / 'ON'  [12].

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