Release Notes | Talkdesk Builder: Integrations & Connections

Talkdesk Builder™ is a self-service platform that allows you to tailor Talkdesk to your specific needs.

Within Builder, you will find the “Integrations” tab, where you can add and manage Integrations, Talkdesk Connections™, and Automation Tools.

 

Release Notes prior to the last listed date can be found here (login required).

The following integrations have their own Release Notes page:

Microsoft Dynamics 365 Connector

ServiceNow Connector

Talkdesk for Salesforce

Zendesk Connector

 

 

January 30, 2023 - Talkdesk Oracle SC Connector 

On Monday, January 30th, 2023, we will release an improvement to Talkdesk Oracle Service Cloud Connector.

 

New:

  • Automation Actions: Now, as an admin, you can set up automations to trigger actions in Oracle Service Cloud. Across different events, you’ll be able to set up the following actions: Create contact, Update contact, Create incident, and Update incident. 

 

To start using Talkdesk Oracle Service Cloud Connector, please contact your Customer Success Manager.

 

December 14, 2022 - Talkdesk Microsoft Power Platform Connector

On Wednesday, December 14th, 2022, we will release Talkdesk Microsoft Power Platform Connector™.

Talkdesk Power Platform Connector allows you to use your Talkdesk account, inside Power Apps and Power Automate, to execute admin tasks or trigger flows. 

 

What’s included

The release includes the following:

  • Custom Connector: You will be able to connect Talkdesk to other third-party applications in Power Platform.
  • Set of Actions: To be used in Power Apps and Power Automate.
  • Set of Triggers: To be used in Power Apps and Power Automate.

 

How to Access or Install

If you wish to start using Talkdesk Microsoft Power Platform Connector, please reach out to your Customer Success Manager.

 

December 2, 2022 - Verint WFM Cloud Connector

On Friday, December 2nd, 2022, we will release an improvement to Talkdesk Verint WFM Cloud Connector.

 

New: 

  • Interaction History Sync with DCE Data: Now, Interaction History Sync is available with DCE Data. You can pull data directly from digital interactions (SMS, Email, Chat) to Verint WFM for accurate forecasting and scheduling.

How to Access or Install

To start using this feature of Talkdesk Verint WFM Cloud Connector, please contact your Customer Success Manager.

 

November 30, 2022 - Talkdesk SAP C4C Connector

On Wednesday, November 30th, 2022, we will release Talkdesk SAP C4C Connector™.

 

What’s included:

The release includes the following main capabilities:

    • Single UI & CTI Integration: Talkdesk is embedded with SAP C4C on a single user interface and provides telephony and customer communication capabilities in the background. This way, agents can use SAP C4C as a single pane of glass.
    • Contact and agent sync: Ensures that contacts in the SAP C4C instance are kept up-to-date in Talkdesk and that agent-matching is done correctly.
    • Contact pop: Allows agents to have automatic access to the contact profile information on SAP C4C UI.
    • Click-to-call: Allows agents to launch calls directly by clicking on a phone number from the SAP C4C Interface.
    • Simple Activity logging: The integration automatically logs activity calls, once a call is handled inside SAP C4C. Once finished, agents can add information and see the call history.

 

How to Install

Talkdesk SAP C4C Connector™ is available as an add-on in all editions and is intended for any organization using SAP C4C.

If you wish to start using Talkdesk SAP C4C Connector™, please reach out to your Customer Success Manager.

 

November 29, 2022 - Talkdesk Workato Connector

On Tuesday, November 29th, 2022, we will release Talkdesk Workato Connector.

Talkdesk Workato Connector allows you to integrate Talkdesk with other products supported by the Workato ecosystem through a Custom Connector with a predefined set of actions and triggers.

 

What’s included

The release includes the following:

  • Custom Connector: Allows Talkdesk to interact with other third-party applications in Workato through a series of triggers and actions.
  • Set of Actions: Performed in Talkdesk after a Workato recipe triggers.
  • Set of Triggers: Allow users to activate recipes in Workato based on Talkdesk triggers.


For more information, please visit our documentation on Talkdesk Workato Connector.

 

November 17, 2022 - Talkdesk Verint CM Pro Connector

On Thursday, November 17th, 2022, we will release Talkdesk Verint CM Pro Connector™.

Talkdesk Verint CM Pro Connector™ provides a scalable and reliable integration between Talkdesk CX Cloud and Verint® Case Management Professional. It ensures customers can plan, manage, and track employee work more effectively by establishing a continuous data flow between both solutions' environments.

 

What’s included

This release offers the following main capabilities:

Single UI: With this feature, Verint CM Pro resources can be used directly inside Workspace. Agents can make use of Verint CM Pro capabilities inside Conversations when handling a customer conversation.

 

How to Access or Install

Talkdesk Verint CM Pro Connector™ is available as an add-on in all editions and is intended for any organization using Verint Case Management Professional.

To start using Talkdesk Verint CM Pro Connector™, please contact your Customer Success Manager.

 

October 21, 2022 - Talkdesk Outreach Connector

On Friday, October 21st, 2022, we will release Talkdesk Outreach Connector, which allows you to integrate your Talkdesk account with your Outreach instance.

 

What’s included

The release includes the following capabilities:

  • Contact pop: Allows agents to pop an Outreach contact’s page by clicking on the "Contact pop" button in the Talkdesk Conversations app.

For additional information, please visit our documentation on Talkdesk for Outreach Connector.

 

October 3, 2022 - CRM Integrations

On Monday, October 3rd, 2022, we will release a new feature for Conversations. 

Note: This change will impact all current active customers using the capability.

 

What’s New:

  • “Relate to” as a card: This feature enables your agents to select existing tickets (or the specific supported entities) in the supported CRMs (currently Salesforce, ServiceNow, and Zendesk), and relate them to calls. When a call ends, an agent can choose from a dropdown list displayed in the Conversations “Relate To” tab, and establish a relationship between the two. With this change, this feature will move from a tab to a card as part of the call’s wrap-up screen.
  • Mandatory Relate To: Now you can define the “Relate To” in the call wrap-up as mandatory. With this new capability, you can add assurance to the call end flow, and the call record is stored in context for the relevant supported CRM record. There is also the possibility of choosing the “None” option.

Note: To add this feature to your Talkdesk account, reach out to your Customer Success Manager and ask them to enable the “Relate to” feature. 

 

Please contact Talkdesk support or your CSM for any further information.

 

September 8, 2022 - Talkdesk Verint WFM Cloud Connector

On Thursday, September 8th, 2022, we will release an improvement to Talkdesk Verint WFM.

 

New: 

QM Data Transfer: Supervisors are now able to access and review call audio files directly from Verint QM in order to perform quality management tasks.

 

To start using this feature of Talkdesk Verint WFM Cloud Connector, please contact your Customer Success Manager.

 

September 1, 2022 - Connections Actions Timeout Configurable

On Thursday, September, 1st, 2022, we will release an improvement to Connections™ Actions. 

 

New:

  • Connection Action Timeout Configurable: Now you can configure an action timeout up to 30 seconds. The default timeout is 10 seconds, so it won’t impact already configured actions. You can edit an action’s timeout in already published actions.

For more information on this enhancement, you can check our documentation, which will be updated on September 1st.

 

August 31, 2022 - Talkdesk Outreach Connector

On Wednesday, August 31st, 2022, we will release Talkdesk Outreach Connector, which allows you to integrate your Talkdesk account with your Outreach instance.

 

What’s included

The release includes the following capabilities:

  • Contact and agent sync: Ensures that contacts in the Outreach instance are kept up-to-date in Talkdesk, and that agent-matching is done correctly.
  • Call log automation action: You can log calls automatically in Outreach through the Talkdesk automations.

 

How to Access or Install

If you wish to start using Talkdesk Outreach Connector, please follow the steps in the integration activation article.

 

August 31, 2022 - Talkdesk Oracle SC Connector

On Wednesday, August 31st, 2022, we will release Talkdesk Oracle SC Connector™, which allows you to integrate your Talkdesk account with your Oracle SC instance. 

 

What’s included

The release includes the following main capabilities:

  • Single UI: Agents are able to answer and make calls directly in the Oracle SC User Interface (UI).
  • Contact and agent sync: Ensures that contacts in the Oracle SC instance are kept up-to-date in Talkdesk, and that agent-matching is done correctly.
  • Contact pop: Allows agents to pop the Oracle SC contacts page by clicking the badge in Callbar/ Conversations app.
  • Incident Pop: Pop the incident related to the incoming contact.
  • New Contact Record Pop Automation: Opens a new contact record when a new contact calls.
  • Click-to-call: Allows agents to launch calls directly by clicking on a phone number.

 

How to Install

If you wish to start using Talkdesk Oracle SC Connector, please reach out to your Customer Success Manager.

 

August 9, 2022 - Talkdesk eGain Connector

On Tuesday, August 9th, 2022, we will release Talkdesk eGain Connector™.

This integration provides a scalable and reliable integration between Talkdesk CX Cloud and eGain. It ensures access to the eGain suite of products directly from Talkdesk Workspace, as well as the eGain knowledge base during calls, using Talkdesk as a single pane of glass.

 

What’s included

The release includes the following main capabilities:

  • Single UI: With this feature, eGain resources can be used directly inside Workspace. Agents can perform searches inside Conversations when handling a customer conversation.
  • Knowledge Base search based on IVR variables: Ability to set up IVR variables that can trigger content-based searches in the Knowledge Base.

 

How to Access or Install

Talkdesk eGain Connector is available as an add-on in all editions and for any organization that uses eGain.

If you wish to start using Talkdesk eGain Connector, please reach out to your Customer Success Manager.

 

August 4, 2022 - Automations

On Thursday, August 4th, 2022, we will release an improvement to Talkdesk Integrations and Connections™ Automations. 

 

New:

  • New filter operator called “Is one of": Enables the listing of several possible values for a single filter field. The values should be separated by commas. 

 

Example: The filter“contact center phone number” can have multiple phone numbers applied for the same automation, instead of having to create multiple automations, one for each value of that specific field. 

 

This is available for Integrations and Connections Automations.

 

July 20, 2022 - Talkdesk Hubspot Connector

On Wednesday, July 20, we will release Talkdesk Hubspot Connector, which allows you to integrate your Talkdesk account with your Hubspot instance.

 

What’s included

The release includes the following capabilities:

  • Contact pop: Allows agents to pop a Hubspot contact’s page by clicking on the badge in the Callbar/ Conversations app.
  • Contact and agent sync: Ensures that contacts in the Hubspot instance are kept up-to-date in Talkdesk, and that agent-matching is done correctly.
  • Automation actions: A set of actions available to set up automations: create call log, create contact, update contact, create tasks, create deals, and create tickets.

 

How to Access or Install

If you wish to start using Talkdesk Hubspot Connector, please reach out to your Customer Success Manager.

 

June 15, 2021 - Talkdesk Pega Connector

On Wednesday, June 15th, 2022, we will release Talkdesk Pega Connector, which allows you to integrate your Talkdesk account with your Pega instance. 

 

What’s included

The release includes the following main capabilities:

  • Single UI: Agents are able to answer and make calls directly in the Pega User Interface (UI).
  • Contact pop: Allows agents to pop Pega contact’s page by clicking on the badge in Callbar/ Conversations app.
  • Open contact through automation: Incoming calls automatically open the contact info page in Pega UI.
  • Click-to-call: Allows agents to launch calls directly by clicking on a phone number.
  • Studio data dip: You can build inbound call flows with actions, based on data collected from the Pega instance.
  • Activity logging: The integration automatically opens a new Call Page in Pega UI where the agent can add additional information. Once the call is finished, the new information is logged and can be viewed in the call history.
  • Contact and agent sync: Ensures that contacts in the Pega instance are kept up-to-date in Talkdesk, and that agent-matching is done correctly.

 

How to Install

If you wish to start using Talkdesk Pega Connector, please reach out to your Customer Success Manager.

 

June 3, 2022 - Talkdesk Verint WFM Cloud Connector

On Friday, June 3, 2022, we will release Talkdesk Verint WFM Cloud Connector.

This integration provides a scalable and reliable integration between Talkdesk CX Cloud and Verint® Workforce Management™, and allows you to plan, manage, and track your team’s work more effectively, maintaining a continuous data flow between both solutions' environments.

 

What’s included

The release includes the following:

  • Interaction history sync: Queue/ring group historical synchronization with Verint's WFM platform, allowing workforce planners to benefit from higher efficiency.
  • Real-time presence data: Your agents' status on Talkdesk Workspace is shared in real-time using Verint's WFM interface.
  • Agent performance reporting: Your team’s performance reporting provides data for Verint's agent scorecards.

 

How to Access or Install

If you wish to start using Talkdesk Verint WFM Cloud Connector, please reach out to your Customer Success Manager.

 

April 13, 2022 - Talkdesk Connections

On Wednesday, April 13th, 2022, we will release an improvement to Talkdesk Connections™ Actions. 

 

New:

  • New Connections’ actions endpoints will now be encoded according to the RFC 3986. The documentation regarding this new configuration can be found here.

For more information regarding Connections, please click here.

 

March 22, 2021 - Integrations Automations

On Monday, March 22nd, 2021, Talkdesk® will release the following enhancement to Integrations automations:

 

Enhancements

  • Trigger event name - “apost call is finished”: This new Talkdesk event will be available to be used in the configuration of automations related to Studio Post-Call events. This Talkdesk event is emitted when the flow execution finishes after the interaction between the contact person and the agent is terminated. This event will also allow the use of Studio Context Variables, as described in this article.

 

March 3, 2022 - Talkdesk Builder

On Thursday, March 3rd, 2022, we will release Talkdesk Builder, which will be available on all accounts that have access to Talkdesk APIs.

 

New:

Talkdesk Builderextends the Talkdesk platform by providing access to its APIs via an OAuth protocol. If you already have access to the Developer Portal, you will now find the same functionality in Talkdesk Workspace, under Builder.

 

How to Install

Talkdesk Builder should already be available, via Talkdesk Workspace, for admins on all accounts with access to Talkdesk APIs. 

It can be accessed by clicking the Builder app under My Apps, or by selecting the Builder app when in Talkdesk Workspace.

More information on how to use Builder can be found in our documentation.

 

February 16, 2022 - Talkdesk Connections

On Wednesday, February 16th, 2022, we will release the following new features for Talkdesk Connections™: 

 

New:

  • Now, we support all special characters (e.g., +, < or %) when executing an action, which will be encoded before the action is executed in the external system.
  • When testing an action, regardless of its current status (draft, active, deprecated, or end of life), if the execution is not successful, the response from the external system will be presented to the admin, instead of a generic error message. 

For more information regarding Connections, please click here.

To know more about the Test Action feature, please check this documentation.

 

November 8, 2021 - Talkdesk Zingtree Connector

On Monday, November 8th, 2021, we will release Talkdesk Zingtree Connector™.

Zingtree is a new Out-of-the-Box integration that allows anyone to integrate their Talkdesk account with their Zingtree instance.

 

What’s included

The new Zingtree Integration will allow two different actions that can be used in automations:

  • Create a session within a decision tree, which also gives you the option to automatically open it on the agent's browser.
  • Delete decision tree session. 

 

How to Access / Install

Talkdesk Zingtree Connector is available to all accounts.

 

September 2, 2021 - Talkdesk Connections

On Thursday, September 2nd, 2021, we will release the following new features to Talkdesk Connections™:

  • Automations on Talkdesk Connections: Automations allow you to execute actions within Connections when specific events are triggered, reducing agents’ manual work and optimizing productivity.

For more information, please read our Talkdesk Connections documentation.

 

July 15, 2021 - Talkdesk Connections

On Thursday, July 15th, 2021 we will release Talkdesk Connections™.

Talkdesk Connections is a platform that enables the autonomous configuration of Custom Actions, data pushes, and data dips through a simple, no-code interface.

With Connections, the data contained in any third-party system is not only leveraged but complemented with the possibility of sending call-related information to the same third-party systems. 

For more information, please read our Connections documentation.

 

June 17, 2021 - Automation Tools

On Thursday, June 17th, 2021, Talkdesk® will release the following new features to Automation Tools:

  • Send Data to CTI action: This action allows you to leverage a custom integration with enabled CTI support, by exposing any available call data (in a JSON format) to the client side of the desired integrated app.
  • Open contact through CTI: This action allows a contact to be opened on the desired integration, allowing a relevant record to be popped to the agent interface and present relevant context information.

For more information, please read our Automation Tools documentation.

 

April 29, 2021 - Talkdesk for Slack

On Thursday, April 29th, 2021 Talkdesk® will release the following enhancement to the integration with Slack, to accommodate new behavior related to automations within private Slack channels:

  • Messages to private channels: From now on, Slack messages can be sent to private channels without requiring the Administrator to be in those channels.

This enhancement will only be available for accounts that add the Slack integration after the new version is released on April 29th, 2021. If you wish to add the Talkdesk for Slack integration to your account, please follow this guide.

For accounts already using the integration, if no action is taken, the integration will keep working as expected, but the private channel enhancement will not be available.

If you wish to enable this enhancement, please follow these steps:

  • Add the Talkdesk app (@Talkdesk) to the private Slack channel to which you want to send messages. You can add the app to the channel the same way you invite a user. This can be done by any user already in the channel.
  • Remove the integration with Slack from your Talkdesk account. Please note that all automations are disabled when you remove the integration.
  • Add the integration again.
  • Re-enable all the automations you want to use. To learn how, please check the article Managing Existing Automations.

Note: Previously configured automations that send messages to private channels where the Talkdesk app is not present will stop working, even if you re-enable these automations. This means that you need to add the Talkdesk app to all the private channels, regardless of the presence of the Administrator in those channels.

 

For more information, please read our Talkdesk for Slack documentation.

 

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