How can we help?

• Using the Touchpoints Tab
• Managing Touchpoints
• Adding a New Touchpoint
• Edit a Touchpoint
• Talkdesk Fax Best Practices

To access the menu to configure your Email channel, navigate to the Admin menu and then select the Channels app [1]. Click on the Fax [2] option within the Channels list tab. 

This will allow you to access the specific settings for this channel that are enabled for your specific account. 

Using the Touchpoints Tab

Touchpoints are the points of contact used by the customer to interact with your account. For the Email channel, touchpoints represent the email accounts used to exchange messages with your customers.

Managing Touchpoints

By clicking on the Action button (3 dots) [1] at the right of each touchpoint’s row, you will open a menu with the following options:

• Edit [2]: Manages the details of the selected touchpoint.
• Delete [3]: Removes this touchpoint from your account.

Click on Edit to change the details of the touchpoint.

Adding a New Touchpoint

By clicking on the New touchpoint button [1], you will begin creating a new touchpoint and filling in the  “Friendly name”. After filling the field, press Create [2].

Edit a Touchpoint

In the touchpoint edit screen, Admins can :

• Modify the friendly name
• Choose the eFax number and connect
• Activate the touchpoint or set it as inactive.
  • Once activated, agents can send and receive faxes through this touchpoint.
• Configure the routing information
  • Currently, simplified routing is the only available routing type. The inbound fax to this touchpoint will enter the inbox of the configured queue. Customers need to install the inbox app to have visibility of faxes in the inbox.

In the appearance edit screen, the Admins can:

• Configure the cover letter template (company information and logo)
  • Once configured, this information will be present on each fax sent by this touchpoint.

Talkdesk Fax Best Practices

1.1 General Limitations:

• Inbound Fax Conversations:
  • An inbound fax always starts a new conversation. It is not possible to relate an inbound fax to any previous conversation.
• Concurrent Conversations:
  • It is not possible to create a new outbound fax conversation with a contact if another fax conversation with the same contact is already open.
• Regional Availability:
  • The fax channel is currently only available in the US region cloud.

1.2 Routing:

• Simplified Routing Only:
  • Only simplified routing is available for faxes. Advanced routing options are not supported.

1.3 Error Reporting:

• No Error Notifications for Failed Faxes:
  • If the sending of a fax fails on the Fax Bridge or on the eFax side, there are no error messages displayed in the Talkdesk user interface.

1.4 Cover Letter Template:

• Limited Cover Letter Customization:
  • Customers have access to only one cover letter template, and it cannot be customized or edited in HTML.

1.5 Attachments:

• File Limits:
  • A maximum of 3 files per message can be sent.
  • Each file can be up to 24MB in size.
• Supported File Types:
  • File types supported are aligned with those accepted by eFax, including: B2, B3, BMP, CPP, CSV, DOC, DOCX, DOT, DOTX, EPS, GIF, JPEG, JPG, PDF, PNG, PPT, PPTX, RTF, TIF, TIFF, TXT, VSD, VSDX, XLS, XLSX, etc.

1.6 File Preview:

• No Preview Capability:
  • Currently, there is no option to preview fax attachments within Talkdesk. Agents must download the file to view its contents.

1.7 Sending Between eFax Numbers:

• eFax-to-eFax Transmission:
  • When a fax is sent from one eFax number to another, the sender's number shown to the receiver will be an eFax Collocation number rather than the actual fax number.

1.8 No Shared Numbers for Voice and Fax:

• It is not possible to use the same number for both voice and fax communications.

2. Supported and Unsupported Fax Scenarios

2.1 Supported Scenarios:

• Single Inbound Message:
  • An inbound message starts a new conversation, which can then be managed by the agent.
• Multiple Outbound Messages:
  • Multiple outbound messages can be sent during a conversation without any prior inbound message.
• Inbound Followed by Outbound:
  • After receiving an inbound fax, agents can send multiple outbound replies within the same conversation.

2.2 Unsupported Scenarios:

• Outbound Followed by Inbound:
  • If an outbound fax is sent first, and an inbound fax is received later, a new conversation will be started for the inbound message.