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Talkdesk Mobile SDK FAQ

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What is Talkdesk Mobile SDK?

Talkdesk Mobile SDK is a software development kit that allows you to seamlessly integrate Talkdesk's services in your iOS and Android applications.

You can use it to provide your mobile application users with a "self-service-first" issue resolution, and thus save your agents many extra calls, or to collect additional information from customers with a customizable mobile callback request form.

By embedding Talkdesk into your mobile application you can also collect a customer’s in-app activity in real-time and use it as contextual data to be pushed to agents via Callbar, along with custom links to your internal systems to enable more personalized conversations.

Talkdesk can also be configured to route the requests to the most capable rep based on the context data collected, to reduce response times.



Mobile application integration

How easy is it to integrate the Mobile SDK in my mobile application?

Talkdesk Mobile SDK was designed with an easy integration in mind following the platform-specific UI customization idioms. Deploying the SDK takes just minutes and the callback request form is completely customizable. The level of effort depends of the level of customization needed. We can change the look and feel of the form to fit your branding and deliver a consistent customer experience. The callback form can even be further tailored with custom fields if you want additional customer needs to be captured. For "out-of-the-box" visual customization, it is trivial to implement. 

 

My mobile application has its own look and feel. Can I still use the Mobile SDK?

No problem! Talkdesk Mobile SDK offers multi-level customization, leveraging the standards regarding visual customization. Also, the Mobile SDK allows the UI elements to be reused and customized, if you want to compose the elements in a different layout or use a different presentation mode. For these scenarios, the Mobile SDK offers several layers of programmatic abstractions that can be used in the application to get your desired kind of experience.

 

What kind of visual elements can I use on the forms?

Besides input fields to collect user data, presently, the Mobile SDK supports text input fields, URLs and telephone number input fields.

It also supports customizable text displaying fields and several types of buttons for specific actions. All these elements are customizable to ensure a good UX experience.

The Mobile SDK was designed with flexibility and expansion in mind, so you can expect more types of input fields to be supported soon.

 

"Self-service-first" issue resolution sounds amazing. Can you tell me more about it?

This capability is available in the Mobile SDK via the so-called "knowledge-base feature", where it can be configured to show a list of suggested topics that might help your customers find their way without having to request a callback. These topics can be linked to external web pages and opened in the mobile device browser.

 

Calls

Can I make calls through Talkdesk with the Mobile SDK?

Currently the Mobile SDK only supports callback requests. This means that your customers can input their contact data on the Mobile SDK (or pass it programmatically, if the information is available on the app), and within moments get a call from an agent through Talkdesk.

 

How fast is it?

The speed of the returned call depends on many factors, such as the number of agents online or the system load.  Callback requests coming from Mobile SDK are still subject to the same waiting queues as regular inbound and outbound calls.

 

Can the agent be shown the name of the caller when the call starts ringing?

This is supported in the Mobile SDK if the caller supplies this information in the callback form, or if the mobile application has the information available to send it as context data.

 

Can the agent be shown other information regarding the mobile application activity when the call starts ringing?

This is also supported in the Mobile SDK if the caller supplies this information in the callback form or if the mobile application has the information available to be sent as context data.

 

Context Mobile 

What is Context Mobile?

Context Mobile is a contact center solution that provides a response to common pain points that customers experience during contact center calls. It’s a shortcut to their resolution that bypasses satisfaction-reducing tasks like account identification, agent switching, lengthy issue explanation and waiting on hold. Context is designed to allow Talkdesk customers to utilize our smart contact center technology to skip all these undesirable contact center actions and focus on the things that matter most: resolving their issues. Context Mobile is also enabled through our Mobile SDK.

 

How does it work?

When a customer calls in, the contextual data that was captured from their in-app activity is presented to the agent in Talkdesk Callbar. This allows the agent to quickly identify and authenticate the caller, while also offering insights into what the customer may be calling about:

 

Data

Can I pass real-time data into Talkdesk from the Mobile SDK?

Talkdesk Mobile SDK allows integrating mobile applications to supply contextual data to be appended to Talkdesk interactions. The data must be available when the interaction starts, as it is passed to Talkdesk on the initial contact of the SDK for that interaction. Data collected during the interaction can also be presented to the agents.

Once set, the context data remains valid for the entire interaction and it’s not possible to update the values anymore for the scope of that interaction. 

 

I am not totally sure of what "interaction" means. Can you explain it?

On a very high-level you can think of interactions as "communication sessions" between the Mobile SDK and Talkdesk. Interactions from Talkdesk side can be viewed as a collection of steps: which can be either actions or data.

 

How many types of interactions do you have?

As many different ones as you need. Interactions can be totally customized and tailored to suit your needs.

 

Can I configure them?

At the moment interactions are configured at your request by Talkdesk. In the near future, though, you will be empowered to customize these interactions yourself, using a dedicated tool within Talkdesk’s main web application. 

 

What data types do you support?

Currently, you can pass the following data types as contextual data to the Mobile SDK:

  • text
  • URL links
  • geographic coordinates 

 

Where will the data be shown?

The contextual data injected by the app on the Mobile SDK is passed to Talkdesk. Presently, the Callbar is ready to display the contextual metadata. Talkdesk is designed to be able to deliver the data to other consumers too so, in the future, you might expect more visual supports for displaying data.

 

Authentication

Can I authenticate my users with the Mobile SDK?

Security is an important concern for Talkdesk. The Mobile SDK offers access to Talkdesk services to third-parties on behalf of our customers.

The Mobile SDKs use Talkdesk ID for authentication via a customer-hosted authentication service, so that our integrating customers can have visibility and decision over who accesses Talkdesk services on their behalf.

 

Do you support customer-sourced authentication?

Yes. The Mobile SDK was designed with the external authentication scenario in mind. The customer maintains its own backend to authenticate users and fetch a session token from Talkdesk, to then inject it in the SDK.

 

External systems

Can I access external integrations / systems from the iOS SDK?

Partially. The Mobile SDK allows you to inject URLs of customer-hosted or external systems. These URLs are then passed to Talkdesk and forwarded to the supported consumer channels (Callbar). From here you can click on the links and open your external integration/system.

Please do note that the integration is not accessible on the Mobile SDK. The Mobile SDK is just facilitating the process by channeling the URL to Talkdesk. 

 

What about CRMs?

For CRMs the same principles of the external integrations apply.

 

More information

Where can I get more technical information?

You can check the FAQ on the official Talkdesk Mobile SDK documentation site.

 

What about code snippets and examples?

On the official Talkdesk iOS SDK  and Talkdesk Android SDK developers documentation site you can find several guides that cover different topics, including:

  • Getting started
  • FAQ
  • Features
  • Integration
  • Styling
  • License
  • Support

 

Deployment

How fast it is for me to have the Mobile SDK leveraging some of the Context Mobile announced features?

While it's a fast process you'll need to have some configurations performed on Talkdesk side. In the near future though, you will be empowered to customize these interactions yourself, using a dedicated tool within Talkdesk’s main web application. 

 

What do I need to access the Mobile SDK?

As an existing Talkdesk customer you need to have:

  • an Enterprise level license, as the Mobile SDK requires access to the APIs 

 

How do I get started?

To get started, visit our Talkdesk Mobile SDK documentation here.

To get a demo of Talkdesk Context for Mobile visit talkdesk.com/demo or contact your CSM!

 

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