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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, service, and staff information, enabling faster, more accurate, and personalized support.

Unified view: Within the Service Directories tab, agents will find a list of different locations. Once a location is selected, more information will pop up on the sidebar with a unified view containing the following tabs: 

• Locations: Store locations, business hours, services offered, and contact information.
• Services: A full list of services offered at each location, allowing agents to direct customers to the right options.
• Staff: Specialists and team members' information, including name, role, and availability, to connect customers with the best-suited expert.
• Notes: A dedicated section where agents can see and contribute location-specific notes.

Call Transfers for Efficient Resolution: Another key feature for agents and supervisors is the ability to transfer calls as follows:

• Transfer Interactions: Based on the customer’s needs, agents can route the calls directly to the location or to specialists, ensuring that customers are connected with the right person to address their specific inquiries. To do this, the agent must open a preferred location or staff. Then, in the details, click on the “call” button, under “contact details”

• Transfer to the Most Relevant Location: Based on the customer’s needs, agents can directly transfer calls to a nearby or more suitable location. To do this, the agent must select the X icon > choose option “Consultation” or “Blind transfer” > select “Confirm”.

• Transfer to Specific Staff Members: Agents can also route calls to specialists, ensuring that customers are connected with the right person to address their specific inquiries. To do this, the agent must open a preferred location and navigate to the tab “Staff”. Then, select the chosen staff member and click on the “Call” button, under “Contact Details”.

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 specialist 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.
• Type: Add a designation to the location's type. (Example: Pickup In-Store, Warehouse, etc)
• 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 information for holidays and exceptional Days: 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.

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.
• Type: A designation that categorizes the service (e.g., Urgency, In-Store, 24h Opening).
• Duration: The expected time required to complete the service.
• Description: Additional details that help customers understand the service offering.

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.

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.

General Information:

• Employee ID: A unique identifier assigned to the staff member.
• Name: The full name of the staff member.
• Pronouns: The preferred pronouns of the staff member (e.g., he/him, she/her, they/them).
• Date of Birth: The staff member’s birthdate.
• Gender: The gender identity of the staff member.

 

• Job Details:

• • 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