Talkdesk Embedded provides you a unified interface, allowing you to access the full power of Talkdesk capabilities from within your preferred applications through a custom integration.
Note: To embed Talkdesk within out-of-the-box integrations (e.g. Salesforce, Zendesk, ServiceNow), refer to the specific documentation for those integrations.
Requirements
Talkdesk Embedded is available on the Talkdesk CDN and can be embedded into any external system using an iframe. Below are the requirements for implementation:
- Custom Integration created: You must have a custom integration enabled with your system. If you don’t have one already you can request the enablement following this documentation.
- Agent Synchronization enabled: The account must have agent sync implemented to ensure accurate session creation for Talkdesk Embedded, allowing events to be routed to the correct agent. Learn more about it here.
- CTI Integration enabled: In the Talkdesk account’s integration settings, the “Connect to CTI“ option must be enabled.
- Client Integration: Each agent’s client Integration must be configured to “custom integration“. The CTI connection will only be established for the agent when the client integration is correctly configured.
- Host Domain Whitelisting: The domain hosting the embedded iframe must be explicitly whitelisted within the Embedding Settings on Talkdesk Admin.
- Third-party system component: Your system must support a component where JavaScript code can be added to render the embedded iframe., Multiple components can be used to embed different views. For more details, read the technical documentation here.
Configuring the Embedded View
In the code you will be able to define which embedded view will be rendered in your component.
Currently it is possible to embed:
- CTI (<external>) - CTI connection only, without a Talkdesk UI [1]
- Talkdesk Workspace (<workspace>) [2]
- Standalone Apps (<headless>):
- Talkdesk Copilot (<agent-assist>) [3]
- Talkdesk Conversations (<conversation>) [4]
- Talkdesk Live (<live>) [5]
- Canvas Embedded App (installed in Workspace Designer) (<canvas-embedded>) [6]
Each embedded view includes a status bar at the top indicating the CTI connection status. If disconnected (CTI Disconnected), users won’t be able to send or receive any CTI events (e.g. click-to-call, openContact).
Key Capabilities
Embed Talkdesk Apps
Embed Talkdesk apps directly into your system to provide agents with a seamless, a single-pane of glass experience. It’s currently possible to embed Workspace, Conversations, Copilot, Live and Canvas Embedded App.
Notes:
- Refreshing the third-party system where Talkdesk is embedded will also refresh the Talkdesk session and break any ongoing call.
- The following apps should be used carefully in the iframe context: Admin, Builder, Dialer, and Explore. These apps require a larger window size to function properly.
- The screen recording feature currently does not work in this setup, as it only functions when using the Workspace app, not the browser application.
Click-to-Call
Users can initiate calls directly from your system by clicking a phone number. To configure this event, refer to our technical documentation here.
Data Sync
Contact Synchronization: Sync contacts from your system into Talkdesk as part of the custom integration. More details here.
Send Data to CTI: The “Send Data to CTI” action in Automation Tools allows you to expose any available call data to your system. Learn more about it here.
Talkdesk Connections: Use Talkdesk Connections to interact with data in your system, via custom actions, data pushes and data dips with third party APIs (Application Programming Interface). For example, this can be used to push information like the Recording URL and transcription of the call. Learn more about it here.
Record Pops
The “Open Contact through CTI” action in Automation Tools will allow a contact to be opened on your system upon any available Talkdesk triggers. Learn more about it here.
Using the “Send Data to CTI” action, mentioned in the Data Sync section above, it is also possible to send a custom JSON that will perform any action on your system like pop other types of records.
Single Sign-On
Users can log in to Talkdesk automatically when accessing the embedded component. Admins can enable the Single Sign-On (SSO) experience by enabling the “Seamless login with SSO” setting on the Talkdesk account. Learn how to configure it here.
Talkdesk Widget Pop
The Talkdesk Embedded component can be configured to pop when a call is ringing. To configure this event, refer to our technical documentation here.
Presence Status Synchronization
Presence status sync is supported in both directions: from Talkdesk to your system and vice versa. To configure these events, refer to our technical documentation here.