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Enable Pop-up Window with Talkdesk Connection
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Admins can choose to have the Talkdesk connection outside the Salesforce window, allowing agents to refresh the Salesforce browser while on call, and without losing connection.

To access this feature, you need to reach out to Support or Professional Services to request its enablement.

Note: This feature is currently only available for the US cloud.

Please follow the sections below to configure and learn to use this feature.

 

Creating a new Contact Center

If you don’t currently have any Talkdesk for Salesforce Voice contact center configured, you can just follow the setup instructions here (after the Talkdesk team enables this feature).

Otherwise, follow the steps below:

Figure 1.png

  1. After the Talkdesk team has enabled this feature, navigate to the SCV Setup Data tab [1] on SCV Talkdesk Admin [2].
  2. Click the Disconnect from SCV button [3].
  3. Click on Salesforce Setup [4].

Important Note: The previous contact center was disconnected, and a new one was created, with the connection outside the Salesforce window. In order not to lose the contact center data history (e.g., transcriptions and recordings), you should not delete the old contact center.

Figure 2.png

  1. On the Setup page, click on the Create Contact Center button [5].
  2. Select the Talkdesk for SCV (Pop-up) [6].
  3. Click Next [7].
  4. Upload the XML file you just downloaded.
  5. Click on the contact center created.
  6. Edit the Country Code prefix you want to use as the default.

 After creating the new contact center, it will be automatically assigned to all T4SV users. 

 

Note: Talkdesk for Salesforce Voice does not support two active contact centers. Once this feature is enabled, all agents should move to the “Talkdesk for SCV (Pop-up)” contact center. Other SCV contact centers will not work.

 

New Pop-up Window with Talkdesk Connection

After the new contact center is assigned, agents should perform a hard browser refresh before using Salesforce Voice.

After the refresh, when agents log in to the omnichannel widget, a new window will appear. The connection between Talkdesk and Salesforce will be kept in that pop-up window.

Figure 4.png

It is recommended that the agent minimize the pop-up window to avoid any issues.

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

 

Disabling the Pop-up Window with the Talkdesk Connection Feature

To disable this feature, you need to reach out to Support or Professional Services to request its disablement.

After the feature is disabled, admins should disconnect the contact center:

Figure 5.png

  1. After the Talkdesk team has disabled this feature, navigate to the SCV Setup Data tab [1] on SCV Talkdesk Admin [2].
  2. Click the Disconnect from SCV button [3].
  3. Click on Salesforce Setup.
  4. Select the Contact Center you disconnected and click Delete.
  5. Go back to the SCV Setup Data tab, click Setup, and ignore the new XML file.

If another Talkdesk for Salesforce Voice contact center wasn't previously configured, you can just follow the setup instructions here, after deleting the “old” contact center.

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