How can we Help?

4. Using data dips with Talkdesk Studio (Closed Beta)

Follow

Note: Talkdesk Studio is in private beta and currently available to customers who subscribed to our Early Adopters program. If you wish to apply, please contact your CSM or Talkdesk support team (support@talkdesk.com) for more information.

 

In this tutorial we’ll show you how to use data dips with Talkdesk Studio. 

Working with variables

Variables are a critical component in Talkdesk Studio that allow to collect data points and use them to make routing decisions. 

Each component may expose some data points that can be used to initialize or update some flow variables. For example, the ​Inbound Voice​ component exposes the data points contact details, source and dialed phone numbers, the ​Standard IVR​ component exposes the menu caller selection (key pressed). 

Here are some examples for using variables: 

- Use a variable in a ‘Play Audio’ component to play a personalized greeting message for a caller: e.g. you can configure the waiting music that your customer listens to when they call you, so that you can be consistent in your brand management or take advantage of the time your customers are waiting to promote goods or services.

- Use the result of a data dip in Salesforce to route VIP customers to an assignment component with a higher priority.

- You can also configure a set of actions to be triggered during a flow execution according to time rules, or any other conditions, to automate communications to be sent to customers during or after a call.

Variables can be initialized from the initial step or via a data dip in your CRM system.

Considering your Talkdesk account is already synchronized and integrated with your Salesforce account, let’s learn how to create a simple flow to ask users to enter a case number to route sales-related calls directly to their Salesforce case owner. 

Click the Sales queue’ widget [1] and Select its Exits tab[2]:

TDStudio-DataDips-1.gif

  • Expand the ‘Send to’ dropdown menu for the ‘No answer’ component and select ‘Add new step[3].
  • Type in a name for this exit step: e.g. ‘Ask for case number’.
  • Select ‘Input IVR[4] from the ‘Component type’ drop down menu and press ‘Add Step[5].

Scroll down to the ‘Maximum waiting time reached’ component:

TDStudio-DataDips-2.gif

  • Expand the ‘Send to’ dropdown menu [6] and select ‘Ask for case number[7].
  • Scroll down to the ‘No match found’ component.
  • Expand the ‘Send to’ dropdown menu [8] and select ‘Voicemail’.
  • Save your changes [9].


Click the newly created ‘Ask for case number’ widget [10] and select its Preferences tab [11]:

TDStudio-DataDips-3.gif

  • Make sure ‘Text to speech’ is selected and on the ‘Language of audio output’ dropdown menu [12], select the language to be used for the new greeting (we’ve selected English, UK for our example).
  • On the ‘Text to speech’ box  [13], type in the message you want your customers to hear when they reach this Sales IVR option (we’ve used: “If you know your case number please enter it now, then press pound”).

Scroll down to ‘Keypress inputs and select the Maximum number of digits [14] that compose the case numbers (we’ve used 8 for our example):

TDStudio-DataDips-4.gif

  • Select the ‘Ending keypress’ users should use after typing in the case number (we’ll be using the ‘#’ key) [15] .
  • Scroll down to ‘Variables’. Expand the ‘digits’ dropdown menu [16] and select ‘Add new variable[17].
  • Type in a name for the new variable (we’ve named ours ‘case’ ) and press the ‘Add variable’ button [18].
  • ‘Save’ your changes [19]

Now select the ‘Exits’ tab [20] for the ‘Ask for case number’ widget:

TDStudio-DataDips-5.gif

  • Expand the ‘Send to’ dropdown menu [21] for the ‘Ok’ component and select ‘Add new step[22].
  • Type in a name for this exit step: e.g. ‘Get case owner’ [23].
  • Select ‘Salesforce data dip[24] from the ‘Component type’ drop down menu and press ‘Add Step[25].
  • Save your changes [26].

Click the newly created ‘Get case owner’ widget [27] and select its Preferences tab [28]

TDStudio-DataDips-6.gif

  • On the ‘Query’ box [29] type in or paste your SOQL query.  

Note: You can search Salesforce for specific information using Salesforce Object Query Language (SOQL). A query to case object must be done with case under quotation marks eg.: SELECT Id, Owner.Email, CreatedDate FROM “Case” Where....

As this is a more advanced option for those who know SOQL, if you don’t have this knowledge, please contact your CSM so we can assist you in this process.

Here is the SOQL query we have used for our example:

Select Id, subject, caseNumber, owner.Email from "Case" where caseNumber like "%{current_flow.case}" order by createdDate DESC Limit 1
  • Press the ‘Retrieve Data’ button [30].
  • Scroll down to ‘Step variable[31].

You have 4 variables available: Id, subject, caseNumber, owner.Email. In our example we’ll be using the agent’s email to match and route the call to the right agent who owns the customer’s case.

  • Expand the ‘Send to’ dropdown menu for the ‘owner.Email’ string [32].
  • Select ‘Add new variable and type in a name for the new variable (we’ve named ours case owner ).
  • Press the ‘Add variable’ button [33] and ‘Save’ your changes.

Now select the Exits tab [34]TDStudio-DataDips-7.gif

  • Expand the ‘Send to’ dropdown menu for the ‘Ok’ component and select ‘Add new step[35].
  • Type in a name for this exit step: e.g. ‘Route to case owner’.
  • Select ‘Assignment and Dial[36] from the ‘Component type’ drop down menu and press ‘Add Step[37].
  • ‘Save [38] your changes. 

Finally, let’s select and configure which attributes will be used for matching a call with an agent.

Click the newly created ‘Route to case owner’ widget [39] and select its Preferences tab [40]:

TDStudio-DataDips-8.gif

  • Under ‘Select assignment type’ make sure ‘Agents [41] is selected.
  • Click the ‘Variables in the flow context’ option [42] and expand its drop down list.
  • Tick the boxes next to the variable(s) you want to use for matching the call with an agent: in our case, the ‘case owner[43].
  • Save [44] your changes.  

Some data points collected in the flow context can also be shared with the interaction context and be displayed in the agent’s Callbar.

To enable this, simply follow these three extra steps:

TDStudio-DataDips-9.gif

  • Click the Manage Context option {} on the left [45].
  • Tick the boxes next to the string values to be displayed on the agent’s Callbar [46].
  • 'Save’ your changes [47].

That’s it! Our Inbound EMEA call flow is done and ready to be assigned to any of your account’s phone numbers.

Have more questions? Submit a request

Comments

Powered by Zendesk