In Talkdesk Advanced Dialer, various available automation allow you to trigger integration actions based on specific events.
In the Integrations section, you can configure multiple events to be triggered when some behavior occurs and send it to your email, and CRM, among others.
How to set up Automation in Talkdesk
To set up an automation, please follow these steps:
1. Go to Builder [1], and choose Integrations [2].
2. Click on Automation Tools [3].
3. Click on Create automation [4].
4. Name the automation [5].
5. Select an event from the available ones and define an action. In this example, the event is “an advanced dialer call ends” and the action is “open URL” [6].
6. Define if you want to apply filters to the events you are configuring. In some cases, the filters allow you to define when you want the automation to be executed.
7. To configure the action, select the fields you want to send in the automation. Some fields will always be available (the ones in blue) and others will not (the ones in gray) [7].
Using Available Automation Events
Below is a list of all the available Advanced Dialer events and how to use them.
| Event name | Use case | Fields |
|
An Advanced Dialer call ends
|
Perform an action when an Advanced Dialer call ends. Notes: -This is only applicable for connected calls. |
Fields presented in all events: Interaction ID, Account ID, Agent ID, List ID, Contact ID, Campaign ID, List Name, Campaign Name, Contact Number, Record ID, Interaction Started At, Interaction Ended At, Event Name, Contact First Name Fields that might not be presented in all events: Contact First Name, Contact Last Name, Contact External ID, Contact Address, Contact Email, Company Phone Number |
| An Advanced Dialer call is attempted |
Perform an action when an Advanced Dialer call is attempted. Notes: - This applies to both connected calls and calls that don’t connect. Below are the possible call outcomes: -Out of Other |
Fields presented in all events: Account ID, Campaign ID, Campaign Name, Call Outcome, Interaction Started At Fields that might not be presented in all events: Agent ID, Contact External ID, Contact First Name, Contact Last Name, Event Name, List ID, List Name |
| An Advanced Dialer disposition is set | Perform an action when an Advanced Dialer disposition is set. |
Fields presented in all events: Interaction ID, Account ID, Agent ID, List ID, Contact ID, Campaign ID, List Name, Campaign Name, Contact Number, Record ID, Call Disposition Timestamp, Call Disposition, Event Name, Dialing Mode Fields that might not be presented in all events: Contact First Name, Contact Last Name, Contact External ID, Company Phone Number |
| A call is connected on Advanced Dialer |
Perform an action when an Advanced Dialer call is connected with the customer. Note: -Considering the agent is reserved before the contact in Advanced Dialer calls, this will always be triggered when the customer is connected (for preview and predictive calls). |
Fields presented in all events: Event Name, Contact ID, Account ID, Interaction ID, Campaign ID Fields that might not be presented in all events: Contact External ID, Contact Name, Contact Number, Contact Email Address, Contact Address |
Note: To have the field Contact External ID correctly updated, it is necessary to have an Entity Property Name called “ExternalId” in the Campaign Manager. The directions on the other Contact fields are available in this article.