How can we help?

If you need to retrieve the ID of a call (interaction), there are different ways to do this:

• If you are using Conversations:
  • You can retrieve the Interaction ID from the “Conversation details” card, during a call.

If you need to find the ID of a Contact there are also multiple ways to do it:

• If you are using Talkdesk Explore™:
  • You can retrieve the Contact ID from the Contacts or Ring Attempts default reports.
  • If you are using Talkdesk Explore Create it can be found on Ring Attempts and Contacts Dataset as “Contact ID” dimension.
• If you are using Talkdesk Live™:
  • You can go to the “Live Contacts List” widget and copy the call information from the Copy Details option.

If you need the ID of a digital interaction in Talkdesk Digital Engagement™, this is how you can find it:

• If you are using Talkdesk Explore™:
  • You can retrieve the Interaction ID from the "Digital Contacts" default report.
  • If you are using Talkdesk Explore Create (Reports), the Interaction ID can be found on the "Messaging Contacts" and "Messaging Traffic" datasets as "Interaction ID dimension”.
• If you are using Talkdesk Live™:
  • You can go to the “Live Contacts List” or "Live Unassigned Contacts List" widgets and copy the interaction information from the "Copy Details" option.

If you need the ID of an interaction in Service Cloud Voice, this is how you can find it:

• If you are using Talkdesk Explore™: 
  • You can retrieve the Interaction ID from the Calls Dashboard or Calls Report.
  • If you are using Talkdesk Explore Create (Reports), it can be found on the Calls dataset as "Interaction ID dimension".
• If you are using the Talkdesk Live™:
  • You can go to the “Live Contacts List” widget and copy the call information from the "Copy Details" option.
    
• You can also retrieve the T4SCV Interaction ID from the Vendor Call Key field in the Voice Call record in Salesforce.

Note: To learn more about the difference between calls/interactions and contacts, visit the Talkdesk Live FAQ.

If you need our assistance, please feel free to reach out to us. Depending on the exact issue, we may need three or more examples. When you have some examples, please send them over to Talkdesk Support.

Once we have the Call/Interaction/Contact ID, we’ll expedite our investigations, so we would appreciate it if you have these ready.

If you don't have the ID, then knowing other details, such as the exact time of the call/interaction/contact, the agent involved, and the caller's phone number will help us to locate the call/interaction/contact.