Talkdesk Click-To in Salesforce

Agents can use a Salesforce component to act click-to-digital conversation in Salesforce.

Currently, only SMS and Email channels are supported.

 

Configuring the Talkdesk Click-To Component in Salesforce

 

To apply the Talkdesk Click-to component to a Salesforce layout, there are two options:

  1. Creating a lightning record page.
  2. Editing the existing lightning record page, included as a note in this same step-by-step.

 

To create a new lightning record page, follow these steps:

  1. Go to Salesforce Setup and search for Object Manager [1].

 

  1. In the Object Manager, choose the object to which you want to add the Talkdesk Workspace Salesforce component, by selecting the object and then the “Lightning Record Pages” section [2]. In that section, edit an existing record page or create a new one, which will redirect you to the Lightning App Builder. 
  2. Assign this newly created lightning record page to your organization or app as needed.

Note: Alternatively, you can directly access and Edit the Lightning Record Page Layout configuration by navigating to an object record in Salesforce and in the gear button, selecting “Edit Page”

  1. In the Lightning App Builder, search for “Talkdesk Click To” on the Components section [3] and drag and drop the component to the layout section at your choice [4].

Note: The “Record id” field is deprecated for this component and should not be configured.

  1. Click Save. The new component will now be available in the object layout.
  2. Assign this newly created lightning record page to your organization or app as needed.




Using the Talkdesk Click-To Component in Salesforce

Depending on the channels configured for the account, the agent can see an action to Send SMS [1] and an action to Send email [2] on the layout to which the component was added to. 

 

Send a SMS action

The Send SMS action will trigger the Conversations App on a new SMS conversation, allowing agents to start a new SMS to the contact.

 

The agent can choose the phone number associated with the contact to which the SMS should be sent [3]. If there are no selected phone numbers in the record, the Send SMS button will be grayed out.

 

When the agent clicks the “Send SMS” button, the Talkdesk Workspace opens with the contact phone number populated. The agent can select the Outbound number [4] and start the conversation [5].



Notes

  • The Conversations App will open on the screen where the agent has the session active.
  • It is required for the agent to have access to the SMS channel in Conversations
  • If, on the Conversations App, the outbound phone number is left empty, the SMS conversation trigger will fail and the agent will see an error message. 
  • If, on the Conversations App, the contact phone number is already assigned to a SMS conversation, the conversation trigger will fail, and the agent will see an error message.
  • For more information about how to configure SMS Channel, please refer to this article.

 

Send Email action

With the Send email action, Agents can start a new email conversation with the contact in the Conversations App. 

 

 

The agent can choose the email address associated with the contact to which the email should be sent [6]

If there are no selected email addresses in the record, the “Send email” button will be grayed out.



 

When the agent clicks the “Send Email” button, the Talkdesk Workspace opens in the email channel in Conversations with the Outbound email [7] and the contact’s email [8] pre-populated, so the agent can easily start the conversation.



Notes

  • It is required for the agent to have access to the email channel in Conversations.
  • For more information about how to configure Email Channel, please refer to this article.
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