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Callbar Integration Screen Pop

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By setting an agent’s Client Integration, Admins can allow agents to pop open and search contacts on the selected integration straight from Callbar.

The agent’s Callbar will then display a badge next to the contact's initials showing the Salesforce, Zendesk or Desk logo; or an arrow-up icon for any other integration.

When on a call, by clicking on the contact's badge, agents are taken to the contact's profile page for that particular integration:

 

How it works

Once admins configure an integration from the list of available options in the Talkdesk Integrations section and sync contacts to Talkdesk, the integration is automatically added to the list of available Client Integrations:

Client_Integration.png

 

Out of the box, this is the current list of integrations that allow you to pop a contact using Callbar:

Azorus

Freshdesk

Infusionsoft

Nimble

Shopify

Bigcommerce

Freshservice

Intercom

OnePageCRM

SugarCRM

bpmonline

Groove

Kustomer

Pipedrive

UserVoice

Contactually

Help Scout

LiveChat

Radius

Zendesk

Desk.com

Highrise

Microsoft Dynamics

Salesforce

Zoho CRM

 

Admins can also choose to have agents use only Talkdesk. Selecting 'Default' as Client Integration will allow agents to pop and display the contact's profile in Talkdesk through a single click. While the call is still ringing, or while making or receiving calls, agents simply need to click the Talkdesk badge in Callbar to open that contact's activity history.

This ensures agents always have the context they need when connecting to customers in real-time, providing a 360 degree view of the incoming caller to reduce time to resolution and tailor customer’s experience:

Client_Int_Pop.png

 

Interested in setting up an integration not listed? Setting up a custom integration, including home grown CRMs (as long as it has a contact sync configured) is also available to subscribers of an Enterprise plan. Please contact our support team for more information: support@talkdesk.com

 

To set a Client Integration per agent:

  • Log into your Talkdesk account as an Administrator.
  • Select the Admin [1] and then Agents [2].
  • Click the name of the Agent you wish to assign a default integration for Callbar [3]:

Client_Int_iv.png

 

  • Scroll down to Client Integration [4].
  • Select the required agent’s default integration from the drop-down menu list [5].
  • Save your changes at the bottom of the page.

Note: If an integration is selected for which the agent is not yet configured, an error is displayed to inform admins should create the user on that integration first. Also note that agents added to Talkdesk using Talkdesk for Salesforce Managed Package are automatically assigned to Salesforce as the default Client Integration.

 Client_Int_v.png

 

To bulk assign a default Client Integration for a set of agents:

 

  • Select the Agents tab [6].
  • Tick the agents you wish to assign a default integration for Callbar [7].
    Note: you can also tick the box next to ‘Name’ to select all.
  • Open the Actions drop-down [8] and select Default Integration.

Client_Int_vi.png

  • Select your desired default Client Integration [9] and click Save [10].

Client_Int_vii.png

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