Once your agents have installed the Conversations App, they must be added to the right CTI in Salesforce.
Note: What was previously Callbar CTI Electron and Chrome App are references to the legacy Callbar product and enabled the Salesforce integration on both Callbar and Conversations App without additional configuration actions. The change applied is merely a label renaming to ‘Talkdesk for Salesforce’ (previous Callbar CTI Electron), ‘Talkdesk for SCV <region>’ (New) and ‘Talkdesk Callbar Chrome App’ (same as before).
Adding Users to Conversations App CTI - Talkdesk for Salesforce
Note: The same process applies in both Salesforce Classic and Lightning.
1. Log in to your Salesforce account as an Administrator and navigate to App Launcher > Talkdesk Lightning> Talkdesk Admin [1]:
2. Click on Users [2].
3. Select all users who will be using the Conversations App and click the Change CTI button [3].
4. Select Talkdesk for Salesforce [4].
Logging in to the CTI in Salesforce
To start using the Conversations App with Salesforce, all agents must log in to the new CTI prompt displayed inside their Salesforce accounts.
To do this, please follow the steps below:
1. Type in your Talkdesk account name and press Login [5].
2. A window will pop up asking you to type in your Talkdesk email address and password. Enter your Talkdesk account details and press the Login button.
That’s it! Conversations App is now connected to your Salesforce account.
Now, when clicking a contact's Salesforce badge in Conversations, it will automatically open the associated contact in Salesforce. You can also log calls and launch Conversations to initiate a call to one of your contacts with an associated phone number through a single click on that contact's profile page in Salesforce.
In addition, Salesforce Omnichannel status sync, and other record pops via the CTI will also leverage this connection.
You can now log into Talkdesk Workspace and start making and receiving calls.
Note: Agents added to Talkdesk using Talkdesk for Salesforce Managed Package are automatically assigned to Salesforce as the default integration. When setting up users to leverage the integration, this is the only supported method to add integration users. In the case of any troubleshooting needs, please ensure that this default integration is correctly set using the following article to ensure the correct integration is selected as default.