How can we help?

There are different options available to embed Talkdesk in Salesforce:

• Via the Talkdesk Utility Bar widget, which allows embedding the Talkdesk Workspace or available applications in the Utility Bar of Salesforce on any admissible Salesforce App.
• Via the Talkdesk Embedded Layout component, which can be used on any Salesforce object layout to embed Talkdesk Workspace or one of the available apps.

 

Configuring the Talkdesk Utility Bar Widget

To add the Talkdesk Utility Bar widget on Salesforce, follow these steps:

1. Go to Salesforce Setup and search for App Manager [1].

2. On App Manager, choose the app to which you want to add the Talkdesk Utility Bar Widget and click Edit [2]. In this example, we are adding it to “Service Console”, but you can add it to any admissible standard or custom Salesforce app.

3. In the edit page, click on the Utility Items tab [3] and then click on Add Utility Item [4].

4. Search for Talkdesk Embedded Layout and click on the custom component shown in the image to add it to the app.

5. You can configure the size of the widget on this app. We recommend a minimum size of 500x425 if you will only be using the Conversations app for Voice, or a minimum size of 720x540 if you will be using any of Talkdesk Digital Channels.
6. In addition, check the “Start automatically” box.

7. Make sure that the Softphone CTI widget is also added to this app. When you finish, click Save.

 

Now, the Talkdesk Utility Bar Widget should appear in your configured apps. 

To log in, follow these steps:

1. Prior to version 6.2, to ensure a smooth login into the Talkdesk Workspace component, make sure you always log in first on the Phone widget. For newer versions, a login page will pop up upon refresh to help the login.

 

2. Once logged in, you can open the Talkdesk Utility Bar Widget and log into Workspace or chosen app.

3. If you have never logged into the Talkdesk Utility Bar Widget before, you will be prompted to give access to your microphone. Click Allow [1]. Talkdesk Workspace will now work as normal.

 

Notes:

• The minimum size recommended to use the Conversations app in the utility item is 500x425.
• The minimum size recommended to use digital channels in the utility item is 720x540.
• The workspace widget will pop up automatically when the agent is on an inbound or outbound call, a transfer, or begins the call wrap-up. This behavior is valid only for voice calls, not digital interactions.
• Agents can choose to use the embedded workspace or the workspace app without the need for configuration changes. If they want to switch from the embedded workspace to the workspace app, they just need to log in to the workspace app and start a new session. The session on the embedded workspace will end.
• This feature is not compatible with Talkdesk Dialer for Salesforce.
• The callback scheduler only works with the recommended size, not the minimum one
• When embedding the full Talkdesk Workspace, we do not recommend using the following apps: Copilot, Quality Management, Builder, Admin, Studio, Dialer, Explore and Live. This is due to performance and usability considerations. Alternatively, Copilot and Live can be embedded as individual apps, following the configuration outlined in the next section.
• If the widget is not showing information, right-click on it to reload just the widget.

 

Configuring the Talkdesk Embedded Layout component

To apply the Talkdesk Embedded Layout component to a Salesforce layout, there are two options:

1. Creating a lightning record page.
2. Editing the existing lightning record page, included as a note in this same step-by-step.

 

To create a new lightning record page, follow these steps:

 1. Go to Salesforce Setup and search for Object Manager [1].

2. In the Object Manager, choose the object to which you want to add the Talkdesk Workspace Salesforce component, by selecting the object and then the “Lightning Record Pages” section [2]. In that section, choose to edit an already existing record page or create a new one - this will redirect you to the Lightning App Builder. 
3. Be sure you then assign this newly created lightning record page to your organization or app as needed.

 Note: Alternatively, you can directly access and Edit the Lightning Record Page Layout configuration by navigating to an object record in Salesforce and in the gear button selecting “Edit Page”

4. In the Lightning App Builder search for “Talkdesk Embedded Layout” on the Components section [3] and drag and drop the component to the layout section at your choice [4].
5. Select the “Talkdesk Embedded Layout” component in the layout to open its settings, select the Talkdesk view to be displayed in the layout [5]:

1. “Talkdesk_Canvas_App”: select this option to embed the Canvas Embedded App
2. “Talkdesk_Copilot”: select this option to embed the Copilot App (as a standalone app)
3. “Talkdesk_Conversation”: select this option to embed the Conversations App (as a standalone app)
4. “Talkdesk_Live”: select this option to embed the Talkdesk Live App (as a standalone app)
5. “Talkdesk_Workspace”: select this option to embed the full Talkdesk Workspace
6. “Talkdesk_Conversation_Rendered”: select this option to embed the Conversations App (as a standalone app) with the multi-render experience.

6. Check the “Full-size” box [6] if you wish to display the layout in full size.
7. Click Save. The new component will now be available in the object layout.
8. Assign this newly created lightning record page to your organization or app as needed

Note: Auto-summarization is currently not working on the embedded Copilot App.

 

Multi-render experience for Conversations App

To navigate between multiple tabs within Salesforce with the Conversations App embedded, without disrupting the active session, admins can choose two paths: To have the Workspace embedded inside Salesforce or to have the Workspace embedded pop-out. 

Workspace Embedded inside Salesforce

This configuration allows agents to leverage the Conversations component in a Salesforce layout, while still using the Workspace if necessary, present in the Utility Bar:

Step 1: Configure the Talkdesk Utility Bar Widget: 

• When selecting the “Talkdesk Layout Component” for the Utility Item, select the option “Talkdesk_workspace_rendered” layout [1]. Ensure the Utility Item is added to the Salesforce App where the Conversations App component is embedded. This serves as the session host.

Step 2: Configure the Talkdesk Embedded Layout component: 

• When selecting the Talkdesk view in the “Talkdesk Embedded Layout” component, select the “Talkdesk_conversation_rendered” view [2].

Workspace Embedded Pop-Out

This configuration allows agents to leverage the Conversations component in a Salesforce layout and refresh the Salesforce browser tab while on call, without losing call connection, by having the Workspace outside the Salesforce window:

Step 1: Enable Workspace Embedded Pop-Out: 

• Go to the Settings tab in Talkdesk Admin, and enable the “Enable Workspace Embedded Pop-Out” setting [1].

Step 2: Configure the Talkdesk Embedded Layout component: 

• When selecting the Talkdesk view in the “Talkdesk Embedded Layout” component, select the “Talkdesk_conversation_rendered” view [2].

When accessing Salesforce, when the Workspace pops-out the agent will have to initiate the session in the external window before being able to use the Conversations embedded in Salesforce.

If the agent refreshes the Salesforce page, the connection will not be lost. If the agent closes or refreshes the external window, the connection will be lost, and the agent needs to refresh the Salesforce page so the Workspace pops-out again.