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Automated Tasks Fields

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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 fields into the form on the right:

Automated_tasks_-_dragging_fields.gif

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 to the event.
Account ID {{account_id}} 123456abcdefgh The ID of the Talkdesk account associated to the event.
Account name {{account.name}} mycompany The name of the Talkdesk account associated to 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 to 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 to 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 to the event was made/received (at the time the automation is executed).
Call UUID {{call_id}}  123456789abcdef The ID of the Talkdesk call associated to the event.
Caller's number {{contact_phone_number}} +3511234567890 The phone number that was used by the contact associated to the event.
Contact email {{contact.email}} andrew@yourcompany.com The email address of the contact associated to the event, as stored in Talkdesk and/or the integration.
Contact ID {{contact_id}} 456abcdef The ID of the Talkdesk contact associated to the event.
Contact name {{contact.name}} Andrew Lay Lee The name of the contact associated to 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 to 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 to the event has spent in the waiting queue and ringing.

 

Please note:

  • 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 reach out to support@talkdesk.com

 

 

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