How can we help?

Talkdesk allows you to display an extra contact field in Conversations: the Talkdesk Tenant custom field, providing Agents with more context during calls.

Note: To know more about this field, please read this article.

If your organization syncs Talkdesk contacts from Salesforce, we recommend enabling this field on Salesforce.

Notes:

• If you import Talkdesk contacts from Salesforce, but enable “Tenant_Talkdesk” within Talkdesk Admin, Salesforce will not display the custom field.
• Completing the instructions below requires you to initiate a contact resync from Salesforce to Talkdesk. Please ensure your Salesforce contacts are properly organized before performing these steps.

To display custom fields from Salesforce contacts, add “Tenant_Talkdesk” as a custom field to the Contact object within Salesforce.

See Salesforce’s documentation for comprehensive instructions regarding creating a custom field and displaying it on the relevant contact layout for easier editing access, if needed.

When creating the custom field, you must do it with the following parameters: 

• Field Label = Tenant_Talkdesk
• Field Name = Tenant_Talkdesk
• API Name = Tenant_Talkdesk__c
• Data Type = Text, 16-character length

Once the custom field is created, you must initiate manual contact sync from Salesforce to Talkdesk to display the field within Talkdesk.

Note: Once “Tenant_Talkdesk” is enabled on Salesforce, it appears in Talkdesk contact pages. This means automations updating records individually will cause the custom field to appear. The method described here prompts Talkdesk to update all records by reimporting them from Salesforce, effectively displaying the custom field for all contacts.

To initiate manual contact sync, please follow these steps:

1. Navigate to Builder [1] > Integrations [2] > Salesforce [3].

2. Click Configuration [4].

3. Do not alter the integration settings, and click Save [5].

Once you click Save, contact records within Talkdesk will show “Tenant_Talkdesk”. Additionally, on the Conversations App, the Contacts card will present the values attributed to ”Tenant_Talkdesk” for contacts matching the number of a call.

Note: You can use a formula field (text) within Salesforce to expedite populating Tenant_Talkdesk. For further information, please refer to the specific Salesforce documentation.