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Learn more about the Service Directories’ main capabilities for end customers and default roles are as follows:

• End customers via Autopilot
• Agents and Supervisors via Conversations
• Admins via the Admin App

Service Directories for End Customer via Autopilot

Service Directories power Retail Autopilot self-service flows, guiding end customers through each step of their journey for a smooth, personalized experience. By helping end customers find locations, services, or specialists in real-time, it reduces friction and enhances convenience.

The Autopilot self-service flows are highly configurable, allowing businesses to adapt the experience to their unique needs. To simplify implementation, a template with a baseline structure is provided, covering essential steps such as:

• Authenticating end customers;
• Identifying the desired location, services, or specialist(s);
• Determining the customer’s location using Google geolocation, their profile address, or by simply asking them.
• Presenting relevant options based on proximity, service availability, or other criteria;
• Offering next steps, such as scheduling a visit, sending information via text, or escalating to a live agent.

Note: Templates are pending implementation. Please reach out to your Talkdesk contact for details.

Service Directories for Agents and Supervisors via Conversations

When agents receive voice or digital interactions via the Conversations App, Service Directories instantly provides location and staff information, and easy access to call anyone or anywhere, enabling faster, more accurate, and personalized support.

Organized view for easy navigation: Agents find three different lists where they can directly see in each one:

• Places tab: List of places with name, address and contact information.
• People tab: List of specialists and team members' information, including name, job location, tags and contacts, to connect customers with the best-suited expert.
• All tab: The unified list of places and people, for example,  ideal for situations where a client mentions a name without knowing if it refers to a person or a place, helping agents locate information quickly and assist efficiently.

 

With both places and people directly visible in the service directories, agents can quickly access the right contact or location, rather than having to look inside nested entries, streamlining client support.

Smart search field for quick access: Within the Service Directories tab, agents will find an intuitive and responsive search field where they can quickly look for specific information from anywhere in the Service Directories, such as a staff member’s name, their phone number, the name of a location, or its address, for example. In addition, when agents start typing, relevant results appear instantly, updating dynamically as the query changes.

Filters for faster results: Agents and supervisors have the possibility to explore a dedicated staff view (People) by Location and by Specialty, allowing them to quickly pinpoint the right contacts.

Instant access to call transfers from result view:Another key feature for agents and supervisors is the ability to, based on the customer’s needs, route the calls directly to the location or to specialists from the Service Directories main page, including from results view. This allows agents to transfer calls and do consultations faster and more efficiently without navigating through additional pages or tabs. 

Locations and Staff detailed information: At any moment it is possible to click on a place or people entry to see more information on a side-page, such as job title or languages spoken for staff, and business hours for places. If after consulting the detailed information the agent would like to transfer to that place or person, there is also the possibility to do it directly from the side-page, avoiding extra clicks and navigating through multiple pages and tabs.

 

Service Directories Standalone App: Service Directories is available as a standalone app in the Talkdesk Apps bar (click the three dots if not visible). It allows users to perform all actions from the unified view available via Conversations without leaving the interface and without having to be on a call or chat.

Service Directories for Admins via the Admin App

The Service Directories equips Admins with powerful tools to manage directory content, ensuring data is accurate, and easily accessible for agents, supervisors and Autopilots. 

The Service Directories for Admins can be found within the Admin App under the “Industries” area. Here, Admins can manage locations, services, and staff details, configure user roles and permissions for secure and efficient operations.

Configuration Steps

To set up and customize the directory with ease, Admins must follow these step-by-step configuration guidelines:

• Click on the Admin application.
• Navigate to the Service Directories section, which includes a tab for Locations, Services, and Staff.
• On your first access, you will encounter an empty screen, ready for configuration.

Here, Admins are able to add new locations, services or staff in the database by adding these one by one using the provided forms or via CSV upload. Both options are designed to ensure accuracy and efficiency, making it simple to keep directory data current and reliable.

• Add Location
• Add Services
• Add Staff

Add Location

Under the “Locations” tab, click on the “Add Locations” button and choose “Fill the form”.

A side panel will appear, presenting an empty form to be filled out with the following details:

• Location Picture: Upload an image using a URL.

General Information:

• Location name*: Specify the name of the location.
• External ID: Add an unique identifier assigned to an entity (person or place) by an external system or provider, like Shopify, for example. It is used to match or link records between different systems, ensuring that data about the same entity can be synchronized or referenced accurately across platforms.  
• Type: Add a designation to the location's type. (Example: Pickup In-Store, Warehouse, etc)
• Alternative names: Enter other names that identify the location in addition to the main one.
• Phone number and Phone number name: Add phone numbers associated with the location, with optional names for easy identification.
• Address: Enter the location's address, including details such as address name, postal code, city, country, and region. It’s also possible to leverage the Google Maps API to automatically search for and populate address details. Simply start typing the address, and the system will suggest options based on geolocation data for quick and accurate input.

Opening Hours: 

• Define the timezone, business days, and hours of operation.

Exceptions:

• Special date: Add exceptions to regular business days and hours, if applicable.

Once all fields are filled out, the administrator should click "Save" to create the location in Talkdesk.

* Fields are mandatory

 

Bulk upload multiple locations

To bulk upload multiple locations, Admins can upload a CSV file by following these steps:

1. Click on “Add Location” > “Upload CSV”.
2. Click “Download template” and fill out the required fields.
3. Select “choose a file to upload, select the completed CSV file, and click “Upload”. If the file contains errors, an error message and “error file” will appear.
4. Once the CSV file is loaded, a confirmation message will appear, indicating the file was uploaded and all new locations are now visible.

CSV template fields:

* Fields are mandatory

 

Add Services

Under the “Services” tab, click on the “Add Services” button and choose “Fill the Form”.

A side panel will appear, presenting an empty form to be filled out with the following details:

ABOUT SERVICE

• Name*: The name of the service being added.
• External ID:  Add an unique identifier assigned to an entity (person or place) by an external system or provider, like Shopify, for example. It is used to match or link records between different systems, ensuring that data about the same entity can be synchronized or referenced accurately across platforms.  
• Type: A designation that categorizes the service (e.g., Urgency, In-Store, 24h Opening).
• Duration: The expected time required to complete the service.
• Price: The cost of this service.
• Description*: Additional details that help customers understand the service offering.
• Phone number and Phone number name: Add phone numbers associated with the service, with optional names for easy identification.
• Opening hours: Define the timezone, business days, and service hours, that may be different from the location’s regular opening hours.
• Special date: Add exceptions to regular service days and hours, if applicable.

FIND SERVICE

• Locations: Select all locations where this service is available.
• URL for Virtual Location: Provide a link if the service is offered online or in a virtual setting.

* Fields are mandatory

Bulk upload multiple Services 

To bulk upload multiple services, Admins can upload a CSV following these steps:

1. Click on “Add Service” > “Upload CSV”.
2. Click “Download template” and fill out the required fields.
3. Select “choose a file to upload, select the completed CSV file, and click “Upload”. If the file contains errors, an error message and “error file” will appear.
4. Once the CSV file is loaded, a confirmation message will appear, indicating the file was uploaded and all new services are now visible.

 

CSV template fields:

* Fields are mandatory

Add Staff

Under the “Staff” tab, the Admin should click on the “Add Staff” button and choose “Fill the Form”.

A side panel will appear, presenting an empty form to be filled out with the following details:

• Staff Picture: Upload an image using a URL.
• Name*: The full name of the staff member.
• Tag: visual identifiers that can be assigned to staff profiles, allowing agents to quickly recognize key attributes or information about colleagues, such as skills, proficiencies, or team affiliations. They are customizable including name and colors.

Basic details: 

• Date of Birth: The staff member’s birthdate.
• Gender: The gender identity of the staff member.
• Pronouns: The preferred pronouns of the staff member (e.g., he/him, she/her, they/them).

 Job details:

• External ID:  Add an unique identifier assigned to a job or position by an external system or provider, like a CRM, for example. It is used to match or link records between different systems, ensuring that data about the same entity can be synchronized or referenced accurately across platforms.  
• Job title: The position held by the staff member.
• Employment Start Date: The date the staff member began working in their role.
• Languages: The languages the staff member speaks, which may be relevant for communication with customers or colleagues.
• Specialties: Areas of expertise or focus within their profession.
• Manager: The name of the staff member’s direct supervisor.

Contact details:

• Phone Number and Description: The staff member’s phone number and its intended use (e.g., direct line, work mobile, or emergency contact).
• Email and Description: The staff member’s email address and its purpose (e.g., work email, secondary contact).
• Fax and Description: The fax number associated with the staff member, if applicable.
• Location Name and Service Name: The facility or office where the staff member works and the service(s) they provide.
• Visit Type ID and Name: The type of visits the staff member handles (e.g., consultation, follow-up, procedure).
• Description: Any additional notes or relevant details about the staff member.

 

Bulk upload multiple Staffs

1. Click on “Add Staff” > “Upload CSV”.
2. Click “Download template” and fill out the required fields.
3. Select “choose a file to upload, select the completed CSV file, and click “Upload”. If the file contains errors, an error message and “error file” will appear.
4. Once the CSV file is loaded, a confirmation message will appear, indicating the file was uploaded and all new staffs are now visible.

CSV template fields:

 

* Fields are mandatory