Talkdesk Digital Engagement: Creating Automations based on Digital Events

Talkdesk Digital Engagement allows you to create automations (e.g.creating a case), update a ticket, or send an email when a new digital conversation begins or ends. 

You can also integrate Talkdesk digital channels with Salesforce, Zendesk, Gmail, and Slack, among other integrations. To know more, please refer to our article on Context in Automations.

 

In this article, you will find information on:

 

Sending the Conversation URL

By using automations based on digital events, you can automatically send the Conversation History URL when triggered. This allows users to efficiently access Conversations history.

 

Accessing the Integrations List

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On the Integrations tab [1], you will be able to see the current list of integrations associated with your account. 

To add a new integration to the list, select the Add integration button [2]. To manage existing integrations, click on the integration to edit the automation.

 

Opening a Specific Integration

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To open a new task, click the Add New Automated Task. You can also edit existing tasks, by choosing the Edit option from the dropdown menu.

 

Using the Digital Engagement Events

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”When” Clause

Here is where you’ll find the list of the existing events. For Talkdesk Digital Engagement, these are the currently available events: 

  • When “a messaging conversation ends”.
  • When “a messaging conversation starts”. 
  • “When a messaging conversation is assigned”.

 

Adding Filters

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Filters are available for you to add to the event. E.g. “Channel Type” “is equal” to “SMS”, as exemplified in the image above.

 

Using the Trigger Fields

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You will be able to use several fields from the “Trigger”, “Interaction”, “Integration”, “Time”, “Account”, and “Contact” groups.

 

Note: Depending on the selected integration, some fields might be unavailable.



Sending the Conversation URL

For this guide, we will utilize the example of the “Email Notifier” integration.

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In order to be able to send the Conversation History URL, one of the digital engagement events needs to be selected.

Once one of the digital engagement events is selected, the Conversation History URL will show as an option within the “Trigger fields” box.

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By dragging and dropping items from the field boxes into the input fields, their content will be available for selection.


Note: The Conversation URL field must be selected and dropped in the “Body” field.

 

Now, all relevant input fields should be filled accordingly (input can differ from integration to integration).

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In the case of the “Email Notifier” integration, it is mandatory to provide information on the recipient (”To”), the “Subject”, and the “Body”.

The body field is now filled with the correct term for the Conversation History URL to be sent.

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Opening the Conversation History App

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As the event occurs (E.g. a messaging conversation starts) an email with the Conversation History URL is sent to the defined recipient.

Clicking the link will open the “Conversation History” app, displaying the content of the message that the event is referring to.



Sending Wrap-up Details (Dispositions & Notes)

For this guide, we will use the example of the “Email Notifier” integration.

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In order to be able to send the notes and dispositions, the “a messaging conversation ends” event must be selected.

With the event selected, the “Notes” and “Disposition name” fields will show as an option within the “Trigger fields” box.

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By dragging and dropping items from the field boxes into the input fields, their content can be selected. 

Here, the Notes'  field should be selected and dropped into the body field.

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To be able to proceed, fill all relevant input fields accordingly (input can differ from integration to integration).

In the case of the “Email Notifier” integration, it is mandatory to provide information on the recipient (”To”), the “Subject”, and the “Body”. 

In this example, the subject field is filled with the correct term for the notes and disposition to be sent.

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Simultaneous to the event, an email with the notes and disposition is sent to the defined recipient.

 

Example: Event Start

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Example: Event Ends


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Studio Context Variables

The context variable’s name can be added to the integration actions for Digital Events (conversation starts or conversation ends). 

If the variable’s name matches the name in the Studio flow and the variable’s value is not empty, then it will be passed to the automation events.

In order to use it, add a variable to your automation with the following format: 

  • {{context.name_of_the_variable}}.

 

Note: For more information, please refer to our article on Context in Automations.

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