How can we Help?

Talkdesk for Slack - Automations Guide

Follow

Talkdesk for Slack is built with a customizable notification's engine, allowing call center supervisors and managers to configure alerts for any slack channel or user based on call center events on Talkdesk: 

  1. Caller experience automations: set up alerts for critical events on a queue that is getting too long, or the VIP customer that is calling in, to ensure a rapid problem resolution.
  2. Call handling automations: make sure no customer is forgotten when a call is missed, abandoned or a voicemail is left.
  3. Agent workforce management automations: understand your daily agent scheduling needs and avoid missing phone calls during business hours due to agents being offline while they attend meetings, breaks or lunch.
  4. Agent coaching automations: cultivate an effective team by using Talkdesk for Slack to better coach your agents

Below is a quick guide with some examples for setting up the most commonly used Talkdesk for Slack automations:

  

1. Caller experience automations

Caller Experience focuses on the caller's activity before, during, and after speaking with an agent. Talkdesk is built with a customizable notification engine that can alert call center supervisors of critical events on a queue that is getting too long, or the VIP customer that is calling in, thus contributing to an overall improved customer experience. You can create the following rules (and more):

 

When an inbound call is ringing a VIP number in Talkdesk then send a message to #channel in Slack

Follow these steps to setup the automated task for Slack in Talkdesk “When an inbound is ringing on a VIP number in Talkdesk then send a message to #supervisors":

  • Select the trigger as: When “an inbound call is ringing” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Phone: VIP phone number” Is equal “true”.

You can then customize the information sent to Slack by dragging the relevant fields into the text boxes, such as:

  • #channel: #supervisors (select the desired slack channel or username)
  • Title: VIP call
  • Message: Customer {{contact.name}} is calling VIP line!
  • Once finished, click “Save” to activate the automated task.

Talkdesk will then automatically send a notification to the #supervisors channel in Slack, when a call is received on one of your VIP numbers:

 

Call started and customer waited more than 5 minutes

Follow these steps to setup the automated task for Slack in Talkdesk for “When a call started and customer waited more than 5 minutes”:

  • Select the trigger as: When “and inbound call starts” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Waiting time” Greater than “300” (Note: time is in seconds)

Customize the information sent to Slack by dragging the relevant fields into the text:

  • #channel: #agents (select the desired slack channel or username).
  • Title: Customer waited more than 5 minutes.
  • Message: Customer {{contact.name}} waited more than 5 minutes. 

Talkdesk will then automatically send a notification to the #sales channel in Slack, when a caller had to wait for more than 5 minutes to have a call answered.  The agent taking the call can then  start the conversation with a more personal touch eg. "Apologies for the high wait time..."

 

Call enters the waiting queue and queue is greater than 5 calls

  • Select the trigger as: When “a call enters the waiting queue” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Waiting queue size” Greater than “5” (calls).

Customize the information sent to Slack by dragging the relevant fields into the text:

  • #channel: #supervisor (select the desired slack channel or username)
  • Title: Queue is greater than 5 (calls).
  • Message: Waiting queue size is currently {{waiting_queue_size}}

Talkdesk will then automatically send a notification to the #supervisors channel in Slack, when the waiting queue is greater than 5 calls informing of the current queue size.

 

Call started and custom field (e.g you have a custom field on the contacts which is Monthly Revenue, and want to receive a notification based on that)

  • Select the trigger as: When “an inbound call starts” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Custom:Custom Monthly Revenue” Greater than “2000”.

Customize the information sent to Slack by dragging the relevant fields into the text:

  • #channel: #supervisor (select the desired slack channel or username)
  • Title: Over $2000 monthly revenue customer calling
  • Message: {{account_id}} {{contact.name}} {{contact.company}} is calling.

Talkdesk will then automatically send a notification to the #supervisors channel in Slack, when a customer with the custom field “Monthly Revenue” has a value above 2000.



2. Call handling automations


No one likes to let a customer slip through the cracks. All it takes is one missed opportunity to lose a customer for life. Talkdesk’s customizable notification engine brings speed and improved service by making sure no customer is forgotten when a call is missed, abandoned or a voicemail is left.  

Call missed from ring group “Prospects”

Follow these steps to setup the automated task for Slack in Talkdesk “When a call is missed":

  • Select the trigger as: When “a call is missed” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Call ringing group” is equal “Prospects”.

Customize the information sent to Slack by dragging the relevant fields into the text:

  • #channel: #sales (select the desired slack channel or username)
  • Title: Missed prospect call.
  • Message: Missed prospect call from {{contact.name}} - {{contact.company}} on  {{talkdesk_phone_number}}

Talkdesk will then automatically send a notification to the #sales channel in Slack, when a call is missed on a number with the “Prospects” ring group.

 

Call abandoned on phone number +1 922-700-4848

Follow these steps to setup the automated task for Slack in Talkdesk “When a call is abandoned on a specific number":

  • Select the trigger as: When “a call is abandoned” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Talkdesk number” is equal “+1 922-700-4848”.

Customize the information sent to Slack by dragging the relevant fields into the text:

  • #channel: #agents (select the desired slack channel or username)
  • Title: Call abandoned on +1 922-700-4848:
  • Message: Call abandoned on phone number +1 922-700-4848 from: {{contact.name}} {{contact_phone_number}}

Talkdesk will then automatically send a notification to the #agents channel in Slack, when a call is abandoned on number +1 922-700-4848.

 

Send voicemail transcription to a slack channel

Follow these steps to setup the automated task for Slack in Talkdesk to “Send voicemail transcription received on specific ring group to a slack channel":

  • Select the trigger as: When “a voicemail transcription is made available” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Call ringing groups” is equal “prospects”.

Customize the information sent to Slack by dragging the relevant fields into the text:

  • #channel: #sales (select the desired slack channel or username)
  • Title: Voicemail transcription from "prospects"
  • Message: {{contact.name}} from {{contact.company}} left the following voicemail transcript:  {{transcription}}

Talkdesk will then automatically send a notification to the #sales channel in Slack with the voicemail transcript.

 

Send direct message to agent Amanda Lewis when a voicemail is assigned to her

Follow these steps to setup the automated task for Slack in Talkdesk to “Send voicemail transcription received on specific ring group to a slack channel":

  • Select the trigger as: When “a voicemail is assigned in Talkdesk then “send a message to a slack @user” in Slack.
  • Press the “Add filter” link and select “Agent: Agent name” is equal “Amanda Lewis”.

Customize the information sent to Slack by dragging the relevant fields into the text:

  • @user: @john (select the desired username).
  • Title: A voicemail has been assigned to you.
  • Message: A voicemail from {{contact.name}} - {{contact.company}} has been assigned to you.

Talkdesk will then automatically send a notification to John in Slack, when a voicemail is assigned to him.

 

 

3. Agent Workforce Management

Workforce management is the process of getting the right number of staff in place every hour to maximize service and minimize cost. Talkdesk for Slack notifications can help managers and supervisors to better understand their daily agent scheduling needs and stay on top of these metrics to avoid missing phone calls during business hours due to agents being offline while they attend meetings, breaks, lunch or are busy within the office.

 

An agent logs in/logs out

Follow these steps to setup the automated task for Slack in Talkdesk “When an agent logs in or logs out":

  • Select the trigger as: When “an agent logs in” in Talkdesk then “send a message to a slack #channel” in Slack.

Customize the information sent to Slack by dragging the relevant fields into the text:

  • Channel: #supervisors (select the desired slack channel or username)
  • Title: Agent logged in.
  • Message: {{agent.name}} just logged in.

Talkdesk will then automatically send a notification to the #supervisors channel in Slack, when an agent logs in.

 

Agent status changed & new status is Lunch

Follow these steps to setup the automated task for Slack in Talkdesk “When an agent changes status to lunch":

  • Select the trigger as: When “an agent status changes” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Current status” is equal “Lunch”.

Customize the information sent to Slack by dragging the relevant fields into the text:

  • #channel: #supervisors (select the desired slack channel or username)
  • Title: Agent in Lunch
  • Message: {{agent.name}} is now on lunch

Talkdesk will then automatically send a notification to the #supervisors channel in Slack, when an agent changes status to Lunch.

 

 

4. Agent Coaching

Coaching call center agents is an essential managerial task that is crucial to cultivating an effective team. In order to be optimized, coaching requires dedicated managerial effort, consistency, and the right knowledge. Use Talkdesk for Slack to better perform this task.

 

Call from agent “X” started

Follow these steps to setup the automated task for Slack in Talkdesk “When an inbound call from agent John starts":

  • Select the trigger as: When “an inbound call starts” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Agent: Agent name” is equal “Amanda Lewis”.

Customize the information sent to Slack by dragging the relevant fields into the text:

  • #channel: #supervisors (select the desired slack channel or username)
  • Title: Amanda Lewis is now on a call.
  • Message: {{agent.name}} is now on a call.

Talkdesk will then automatically send a notification to the #supervisors channel in Slack, when agent Amanda Lewis starts taking a call so you can then monitor it if necessary.

 

Call took more than “1200” seconds

Follow these steps to setup the automated task for Slack in Talkdesk “When an inbound call ends and duration was longer than 20 minutes":

  • Select the trigger as: When “an inbound call ends” in Talkdesk then “send a message to a slack #channel” in Slack.
  • Press the “Add filter” link and select “Call duration” Greater than “1200”.

Customize the information sent to Slack by dragging the relevant fields into the text:

3. #channel: #supervisors (select the desired slack channel or username)

4. Title: Call duration is over 20 mis.

5. Message: {{agent.name}} spent over 20 mins. on call  {{call_id}}

Talkdesk will then automatically send a notification to the #supervisors channel in Slack, when an agent spend more than 20 minutes on a call.

 

Note: If you add more filters, these will always work in conjunction: AND and not OR conditions. This means that only when all your conditions are met, Slack will behave as requested: e.g. When a call enters the waiting queue in Talkdesk then send a message to a Slack channel, if call in queue is from ring group A and from ring group B.

You can edit, clone or delete an automation at any time by clicking the settings button next to it:

If you would like to have additional alerts that are not currently available or have other ideas to leverage the use of Slack for your team, reach out to us (via your CSM or directly) with your suggestions and feedback.

 

Have more questions? Submit a request

Comments

Powered by Zendesk