Contact creation and identification are Talkdesk’s key value propositions, but to ensure the cleanliness of your contact data, it is important to properly configure any automation that creates contacts, so you can be sure they will not duplicate your existing user records.
In order to avoid the creation of duplicate and 'dummy contacts' (ie. a phone number with no contact name associated) while agents are using Callbar integrated with their third party softwares, admins should create the automations below. Note that for each type of integration, different behaviors are appropriate, depending on whether your agents are creating new contacts in the Callbar each time an unknown caller calls in or not.
Some Talkdesk integrations have separate actions to create a new contact and update an existing contact, while others have just one action, either named “push contact” or “sync contact.” In the latter case, these push/sync actions serve to both create a contact if one does not already exist or update it if one does. The different types of actions require different configurations, and the sections below reflect these differences. Of course, each Talkdesk instance is unique, so you should adapt these rules as necessary for your needs and feel free to contact your Customer Success Manager or Talkdesk Support for help.
For Salesforce:
Note: Salesforce is unique due to the added complexity of having two contact types (Contact + Lead).
1. Click the Admin section [1] in Talkdesk and navigate to the Integrations tab [2].
2. Scroll down to find Salesforce and on the new page click Add New Automated Task [3]:
If your agents always create new contacts for all unknown callers:
- When a call starts in Talkdesk, sync Lead/Contact in Salesforce:
- Add filter: Salesforce external URL is not set:
- When a contact is updated in Talkdesk, sync Lead in Salesforce.
- Filter: Salesforce type is equal to lead.
- When a contact is updated in Talkdesk, sync Contact in Salesforce.
- Filter: Salesforce type is equal to contact.
If your agents only create new contacts for some unknown callers:
- When a contact is updated in Talkdesk, sync (Lead or Contact) in Salesforce.
- Filter: Salesforce external URL is not set.
- When a contact is updated in Talkdesk, sync Lead in Salesforce.
- Filter: Salesforce type is equal to lead.
- When a contact is updated in Talkdesk, sync Contact in Salesforce.
- Filter: Salesforce type is equal to contact.
For integrations with push/sync actions:
First, navigate to your preferred integration following the same steps in the above section (but selecting the integration relevant to you rather than Salesforce).
Click the 'Add New Automated Task' button.
If your agents always create new contacts for all unknown callers:
- When a call starts in Talkdesk, sync contact.
- Filter: <integration> external URL is not set.
- When a contact is updated in Talkdesk, sync contact.
If your agents only create new contacts for some unknown callers:
- When a contact is updated in Talkdesk, sync contact.
- Note that if you only use this automation, screen pop will be unavailable for unknown callers.
For integrations with separate create/update contact actions:
If your agents always create new contacts for all unknown callers:
- When a call starts in Talkdesk, create contact.
- Filter: <integration> external URL is not set.
- When a contact is updated in Talkdesk, update contact.
If your agents only create new contacts for some unknown callers:
- When a contact is updated in Talkdesk, create contact.
- Filter: <integration> external URL is not set.
- When a contact is updated in Talkdesk, update contact.
Learn more about adding automations in Salesforce or adding automations in Zendesk.
Also, visit our Integrations sections to learn more about all our available out-of-the-box integrations.