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Automating Tasks in your Talkdesk for Slack Integration

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Talkdesk for Slack brings a new level of empowerment to call centers by increasing the visibility of your business and organization and providing a real time notifications alert system for supervisors. 

It 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. You can create the following rules (and more):

  • When a voicemail is left on a VIP number then send a message to a Slack #channel or @user in Slack.
  • When a call is missed and has the XX ring group, then send a message to a Slack #channel.
  • When an inbound call starts in Talkdesk from a VIP number then send a message to @user

Once you have activated your Slack integration, you can start adding automations.

 

Configuring an Automated Task

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  • Log in to your Talkdesk account as an Administrator.
  • Navigate to the Admin [1] section.
  • Select the Integrations [2] tab.
  • Select Slack [3]

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  • Select Add your first automated task for Slack [4] (if you’re adding your first automation) or Add New Automated Task button.
  • Customize the automated task according to your needs.

 

Example: Sending a Message to Supervisors for all Calls from VIP numbers

Follow these steps to set up the automated task for Slack in Talkdesk “When an inbound call starts in the Contact Center from a VIP number then send a message to #supervisors".

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  • In the section "Choose an event and an action", use the dropdown menus [5] to configure “When an inbound call starts in Talkdesk Internal then send a message to slack #channel in Slack”.

Example_6.png

  • Click Add filter [6] and configure a filter where “Phone: VIP phone number Is equal true”.
    • Note: If you add more filters, these will always work in conjunction: AND and not OR conditions. This means that Slack will behave as requested only if all your conditions are met: 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 then customize the information sent to Slack by dragging the relevant fields into the text boxes, such as: 

FORM FIELD

VALUE

#channel or @user

#supervisors (select the Slack channel or username)

Title

VIP call

Message

Customer {{contact.name}} is calling VIP line!

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  • Once finished, click Save [7] to activate the automated task.
  • You can disable and re-enable this automated task at any time, by switching the toggle to OFF/ON [8].

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

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  • You can edit, clone or delete a task at any time by clicking the gear icon [9] next to each automation.

Visit our Talkdesk for Slack - Automations Guide for more examples of how to leverage Slack in your organization. If you would like to have additional alerts that are not currently available, visit our or have other ideas to leverage the use of Slack for your team, reach out to your Customer Success Manager or support@talkdesk.com with your suggestions and feedback.

 

 

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