If you are using Talkdesk for Salesforce and wish to use Conversations App in another app, other than Talkdesk Lightning (for example, the Sales app), you need to: add the “Open CTI Softphone” utility to that app, or create a new Lightning app and add this utility.
To create a new Lightning app, please follow these steps:
- Click on 'Setup' [1], in the upper right-hand corner.
- Select 'Apps' [2].
- Select 'App Manager' [3].
- Click on 'New Lightning App' [4].
Example:
Let’s take the example of creating a Lightning Sales App:
- In 'App Name', enter “Sales for Lightning” [5].
- In 'Developer Name', enter “Sales_for_Lightning” [6].
- Type in a 'Description', such as “Lightning-compatible for Sales” [7].
- Press 'Next' [8].
Next, you will need to set the navigation option:
- Select 'Standard navigation'.
- Press 'Next'.
In the following screen, you can configure the utility bar for this app:
- Click on 'Add Utility Item' [9].
- Select 'Open CTI Softphone' from the list [10].
- Press 'Next' [11].
Next, you can choose the items to include in the app:
- For this example, select 'Accounts', 'Cases', 'Contacts' and 'Leads'.
- Press 'Next'.
Finally, decide which user profiles will be able to access the app:
- For this example, select 'Standard Platform User', 'Standard User', and 'System Administrator' [12].
- Click on 'Save & Finish', and that’s it [13].
If you have any questions, please contact Talkdesk Support