While configuring automated tasks for your Talkdesk integrations, after choosing the event and the action, you need to define the action. This will dictate what happens when the event triggers the action.
One of the ways to do this is by dragging and dropping dynamic "Event Fields" into the form on the right:
A field becomes a placeholder once it’s dropped - e.g. "Caller's number" becomes {{contact_phone_number}}. This placeholder will then return a specific output.
The next table explains some of the most commonly used fields:
| Field | Placeholder | Output example | Description |
|
Account email |
{{account.email}} |
amanda@mycompany.com |
The email address of the main administrator of the Talkdesk account associated with the event. |
|
Account ID |
{{account_id}} |
123456abcdefgh |
The ID of the Talkdesk account associated with the event. |
|
Account name |
{{account.name}} |
mycompany |
The name of the Talkdesk account associated with the event. For example, if the account’s URL is mycompany.mytalkdesk.com, the account name is mycompany. |
|
Agents' emails |
{{tags.agents_emails}} |
amanda@mycompany.com,peter@mycompany.com |
The email addresses of the agents who belong to the ring groups of the call associated with the event. The agents in question will be indicated if the field "Agents' names" is available and is used. |
|
Agents' names |
{{tags.agents_names}} |
Amanda Lewis,Peter Jones |
The names of the agents who belong to the ring groups of the call associated with the event. |
|
Agent ringing groups |
{{agent.tags_list}} |
["agents", "business enquiries", "enterprise"] |
The ring groups to which the agent, who made or received the call, belongs. |
|
Call ringing groups |
{{tags}} |
agents,support |
The ring groups through which the call associated with the event was made/received (at the time the automation is executed). |
|
Call UUID |
{{call_id}} |
123456789abcdef |
The ID of the Talkdesk call associated with the event. |
|
Caller's number |
{{contact_phone_number}} |
+3511234567890 |
The phone number that was used by the contact associated with the event. |
|
Contact email |
{{contact.email}} |
andrew@yourcompany.com |
The email address of the contact associated with the event, as stored in Talkdesk and/or the integration. |
|
Contact ID |
{{contact_id}} |
456abcdef |
The ID of the Talkdesk contact associated with the event. |
|
Contact name |
{{contact.name}} |
Andrew Lay Lee |
The name of the contact associated with the event, as stored in Talkdesk and/or the integration. |
|
Present date |
{{time.today}} |
2019-01-17 |
The date on which the automation was executed. It is based on the timezone of the account. |
|
Present time |
{{time.now}} |
2019-01-17 18:09:56 +0000 |
The date and time on which the automation was executed. It is based on the timezone of the account. |
|
Recording URL |
{{recording_url}} |
https://www.talkdesk.com/calls/<ID>/recordings/0.mp3 |
The URL for the file of the call or voicemail recording. |
|
Talkdesk number |
{{talkdesk_phone_number}} |
+112345678900 |
The Talkdesk phone number associated with the event. |
|
Using IVR |
{{phone.ivr}} |
true |
Indicates if the call came through a Talkdesk phone number with an IVR (“true”) or not (“false”). |
|
VIP phone number |
{{phone.vip}} |
false |
Indicates if the call came through a Talkdesk phone number configured as VIP (“true”) or not (“false"). |
|
Waiting queue size |
{{waiting_queue_size}} |
2 |
Indicates the number of calls in the waiting queue (at the time the automation is executed). |
|
Waiting time |
{{waiting_time}} |
7.172435414 |
The waiting time corresponds to the total time that the inbound call associated with the event has spent in the waiting queue and ringing. |
Notes:
- The available fields depend on the integration and the automation that is being configured.
- The fields will generate an output based on the information available at the time at which the automation is executed.
- Some fields, even if they are available for selection, may not be present at the time of the event and will not generate an output.
- Some fields are required to execute the automated task being configured (marked with an asterisk *), while others are optional.
If you have any questions, please contact Talkdesk Support