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Automating Tasks in Your Front Integration

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With automated tasks, your agents can stay busy handling calls without having to go back and forth updating two systems with redundant information. Once you have activated your Front integration, you can start adding automations.

To help get the Talkdesk and Front integration deployment up and running more easily, we have added some “recipes” (automations that are set up by default when the integration is configured) to get you started. These automations are disabled by default, but you can enable them at any time. 

You can configure the following rules to keep your agents' busy work to a minimum:

  • When a voicemail is transcribed in Talkdesk, send a voicemail transcript to Front.
  • When a voicemail is received in Talkdesk, send a voicemail recording to Front.
  • When a call starts, send a message to Front.
  • When a call ends, send a message to Front.
  • When a call is missed and no voicemail is left in Talkdesk, then Send a message in Front.

These automated tasks will help to streamline customer interactions and enhance the quality of service your team provides to customers.

To create an automated task, follow the steps below:

  • Log in to your Talkdesk account as an Administrator.
  • Select the Admin section [1].
  • Click the Integrations tab [2] and select Front [3].

Front_tasks_1.png

  • Click Add your first automated task for Front or Add New Automated Task [4]  if you have previously created other Front automated tasks.

Front_tasks_2.png

  •  Customize the automated task according to your needs.
  • Click Save.

Let’s walk through an example of creating an automated task to send a message to Front when there is a new voicemail transcription in Talkdesk:

  • Once in the new automated task page, pick the action and trigger: 
    • “When a voicemail transcription is made available in Talkdesk, then Send message in Front[5].

Front_automated_4.png

  • Select the call “Direction” from the dropdown list [6].
  • Drag the relevant trigger field values on the left to populate all of the required fields on the right:
    • Call uuid: Drag the “Call UUID” trigger field [7] - {{call_id}}.
    • Talkdesk number: Drag the “Contact Center number” trigger field [8] - {{talkdesk_phone_number}}
    • Caller number: Drag the "Caller's number" trigger field [9] - {{contact_phone_number}}.
    • Present time: Drag the "Present time" trigger field [10] - {{time.now}}.

Front_7.png

  • Customize the automated task by completing the optional fields with the trigger field values on the left, such as the “Call Recording URL” [11] or the “Waiting time” [12]:

Front_8.png

Once you complete this configuration, click Save to activate the automated task.

Talkdesk will then automatically send the transcript of any voicemail left in Talkdesk to Front.

This automated task can be disabled or re-enabled at any time by switching the toggle to “ON”/”OFF”.

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