Note: With Talkdesk Agent Workspace generally available, we announced — on February 21, 2022 — the End of Life to our legacy Agent products — Main Dialer, Talkdesk Callbar, and associated Agent tabs in Main — which includes the feature(s) described below in this article. You may continue to use the legacy agent products until the EoL date. However, upon the End of Support date, Talkdesk will no longer provide fixes or enhancements to the products, so you should upgrade to Talkdesk Agent Workspace.
Once the integration is configured, by selecting any contact on their Talkdesk's “Contacts” section, agents will see a "Get Help From #Channel" and a "Get Help From @User" button listed on the right side, under “Slack Actions”:
Pressing the "Get Help From #Channel" or the "Get Help From @User" button will display a form where agents can type in their message and specify the person or teams to escalate/ask for support on that call:
Note: The "Get Help From" functionality will only be available if the agent has the same email on Talkdesk and Slack.
Sending Barge Links
When using the "Get help" functionality while on a call, agents will have the ability to automatically also send a barge link to a supervisor, a colleague or Slack channel, so that any Talkdesk agent can monitor the call and understand if they can help the caller.
While on a call, agents simply need to click the caller's name to access the caller’s contact page and respective “Slack Actions” section.
The agent can then select from the two available options to send a Slack message and get help from a Slack #Channel or @User which will include a barge link to the ongoing call:
Clicking the link will immediately display the Keypad for the ongoing call, allowing other agents or supervisors to monitor it and understand if they can help the caller:
Note: If the agent or supervisor is not logged in to Talkdesk, a login page will be displayed asking to log in.
Agents or supervisors can then use the "Coach" button to send a customizable Slack message to the agent taking the call.