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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.
• Agents leveraging this experience are not advised to use the following apps in embedded Workspace: Copilot, Quality Management, Builder, Admin, Studio, Dialer, Explore and Live. Due to several reasons that impact performance and usability.
• 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_workspace”: select this option to embed the full Talkdesk Workspace
   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)
6. Click Save. The new component will now be available in the object layout.
7. Assign this newly created lightning record page to your organization or app as needed