Notes:

• Talkdesk Dialer for Salesforce needs to be aware of the agent’s login session in the Salesforce Connector, otherwise known as Salesforce’s phone widget or phone CTI. Follow the instructions in the article Please login in Salesforce Connector to ensure this connection is correctly configured.

Talkdesk Dialer for Salesforce gives agents and salespeople the ability to automatically dial down a list of Salesforce records (Contacts, Leads, Accounts, Cases, and Opportunities). Talkdesk Dialer for Salesforce offers two dialing modes, Power and Preview. In the Preview dialing mode, agents can review records before calls are initiated, later allowing them to start the call or skip to another record. In the Power mode, calls will be launched automatically, one after the other, respecting a defined delay between calls.

To start using the dialer, you should follow this flow:

1. Create a dialer list.
2. Create a Talkdesk campaign.
3. Add the dialer lists you want to call to the Talkdesk campaign.
4. Start dialing.  

How to create a Dialer List

To create a dialer list, go to Dialer lists and click New.

A dialer list can be based only on one Salesforce object, but you can select multiple list views of that object to be part of the same dialer list. 

A dialer list can be based upon the following objects: Contacts, Leads, Accounts, Cases, and Opportunities.

When creating a dialer list, you will be able to choose the following attributes:

• Type: you can create a dialer list from the type dialing or do not call.
• Priority: select the priority of your dialer list. The priority will be taken into consideration when the list is part of a Talkdesk campaign along with other dialer lists, to select which one should be called first.
• Sorting order: choose any field from the Salesforce object upon which the list is based to order the records in the list. 

More information about dialer lists and considerations to take into account when using dialer lists can be found here: How to use Salesforce Dialer Lists

How to create a Talkdesk Campaign

In order to be able to create a Talkdesk Campaign, you must have Talkdesk Dialer for Salesforce creation permission. If you didn’t assign permissions yet, check the article Setting up and Configuring Talkdesk Dialer for Salesforce.

1. To create a campaign, go to the Talkdesk Campaigns tab in the Talkdesk Lightning app, or click the Dialer button in a record list view.

2. Within the Talkdesk Campaigns tab, click on New Talkdesk Campaign and start following the steps on the “Create Talkdesk Campaign” wizard.

3. On the first screen, give your Talkdesk Campaign a “Name” and “Description”.
4. Choose the ”Dialing mode” to be applied to this campaign, either Preview or Power, and configure the behavior.
5. In “Preview dialing” mode, the agent dialing will be able to see information about the record to be dialed, before it’s dialed. So, the user creating the campaign should configure the following:
   • “Preview time”: The time the agent will have to see the modal with record information, before it starts dialing.

Note: The configuration you choose in the campaign creation wizard will override the preview time you may have configured previously on the “Dialer Settings” page in “Talkdesk Admin”.

• • In “After preview time expires”, please choose the Dialer behavior when the preview time expires: if the record should be dialed or if it should show the preview modal of the next contact.

6. In “Power dialing” mode, the agent dialing will not see any information about the record before the record is dialed. Once the campaign is started, the Dialer will start dialing through the records. So, when creating a campaign in this mode, you can configure the following:

• • “Delay between calls”: how much time should pass between the moment when the agent finishes a call and the moment the Dialer launches a new one.
  • “When a call starts”: Select if you want the modal with record information to be open or not. The information in the modal can be customized. The default modal is based on your Salesforce compact layout assignment for each object record type. You can also customize the modal information by using a custom URL. Check the article Using a Custom URL on the Talkdesk Dialer for Salesforce pop modal.

7. When finished, click the Next button.
8. Choose the campaign start and end dates.
9. Choose the time range during which calls can be launched in this campaign.

Note: The daily time range you choose will be applied to all the days in which the campaign can run. You can also choose to enable the option “All Day”, meaning that calls can be launched at any time of the day, as long as an agent runs the campaign.

10. Select the “Timezone” for the campaign. The start and end dates will be according to the selected timezone, as well as the time range to launch calls.
11. Choose how many times a number should be called again, after the first attempt is failed or missed. This number will only be enforced within this specific campaign.
12. Assign the agents that should be able to run the campaign. It’s possible to have several agents running the same campaign concurrently.

Note: You can assign agents to the campaign later on, but no one will be able to start running the campaign if it doesn’t have any agents assigned to it.

13. Finally, choose the Dialing and "Do not call" lists you want to add to your campaign. You can select up to 10,000 records to be part of a Talkdesk campaign. 

14. Choose if the Salesforce standard "Do not call" field should be enforced. If yes, all the records with that field set to true will appear in the campaign as “Do not call”.

Notes: 

• The records added to the Talkdesk campaign will be deduplicated at the time of creation of the campaign. The deduplication will be done based on the record phone number. If more than one record has the same phone number, the first record selected will be the one added. 
• Phone numbers that are part of both a selected Dialing list and a "Do not call" list will not be added to the Talkdesk campaign. 
• A Talkdesk campaign can have multiple records from different Salesforce standard objects. When the same record is added to the campaign by a dialer list based upon Cases or Opportunities, and at the same time by a dialer list based upon Contacts or Accounts, the record prevailing after deduplication will be the Case/Opportunity.  
• Updates made to dialer lists added to campaigns will be reflected in the campaign as long as its status is not marked as Finished.
• The records added will be deduplicated. Each record will be added only once, even if the record is part of more than one of the added list views.
• You will not be able to add or remove individual records directly from a campaign. The records should be managed at the dialing and not the call lists level, since the changes will be reflected in campaigns. Every time a record is added or removed from a dialer list, that record will be added or removed from all the campaigns in which that list is being used.

Editing a Campaign

Some campaign attributes can be edited by any user with permission to edit it, as long as the campaign hasn't finished yet.

To edit a campaign, go to the “Talkdesk Campaigns” list and click on the edit button (pencil) next to the campaign you want to edit.

On the edit wizard, you will be able to edit all Talkdesk campaign attributes, such as the dialing mode or agents assigned to the campaign. However, you will not be able to edit the object type on which the campaign is based.

You will only be able to add or remove dialing and do not call lists in campaigns that have the Ready or Incomplete status.

Note: If you change the dialing mode for a campaign that includes calls with the “Completed” status; those calls will not be launched again. The dialing mode change only applies to Pending, Skipped, or Failed calls.

Dialing through a Campaign

To start dialing through a campaign, go to the “Talkdesk Campaigns” page, either by clicking on the Dialer button on a list view, or by selecting the Talkdesk Campaigns tab.

Note: On this page, each agent will see only the campaigns to which they are assigned, and the calling hours will be shown according to the agent’s timezone.

1. Click on the campaign name.

2. When in the campaign, click Start dialing.

Note: If the campaign is outside calling hours, or if it’s already finished, you will not be able to start it.

At any point in time, you can choose to pause and resume the campaign. This pause and resume will only be applied to the agent who paused it; all other agents will continue running the campaign.

When you click Finish, the campaign will end for all agents in that campaign. Be aware that only the user profiles with permission to end campaigns will see the Finish button.

General Notes and Considerations when using Talkdesk Campaigns

Permissions

• When using the default modal, which is bound to Salesforce permissions, agents will only be able to see the record information in the campaign modal if they have access to that record in Salesforce.
• The same is true regarding Create and Edit permissions assigned on the Talkdesk Dialer settings page: these permissions will only be effective on the Talkdesk Campaigns page, i.e., if the campaigns are created or edited through the Salesforce object navigation, these Talkdesk permissions will not be enforced.

Campaigns and dialing process

• If all agents are removed from a campaign, the campaign cannot be started nor resumed until at least one agent is assigned to it. Its status will be changed to Incomplete.
• In Preview mode, if an agent skips a record, that record will not appear again to that agent to be dialed. The skip action is specific to the agent.
• Several agents can be dialing the same campaign concurrently, so if an agent skips a record, that record will only be skipped for that specific agent.
• When a call is ongoing, the agent will not be able to Pause the campaign. The pause option is only available in between calls.
• The “Delay between calls”, in Power dialing mode starts counting from the call end time, and not from the disposition log/dismiss moment.
• An agent can only run one campaign at a time.
• Outbound calls made through Talkdesk Dialer for Salesforce don’t support transfers.
• In Power dialing mode, if an inbound call is received, and less than six seconds are left before the next call, the dialer will still attempt that next call and fail, and only after it will pause. As such, it’s advisable not to use a delay between calls shorter than six seconds.
• A Talkdesk Campaign can have multiple statuses:
  • "Scheduled": A campaign ready to start, that has not yet reached the Start Date. It can be edited.
  • "Incomplete": A campaign missing either agents assigned or dialer lists assigned, so it is not ready to be dialed. It can be edited.
  • "Ready": A campaign that is ready to be started by any of its assigned agents. It can be edited.
  • "Running": A campaign that is now running with at least one agent making calls. The campaign will be in the “Running” status from the moment any agent starts dialing it until it finishes or expires. The campaign can’t be edited during this period, but any changes in records from dialer lists being used in this campaign will be reflected in the campaign.
  • "Expired": A campaign that was not finished, but passed the defined End Date. These campaigns will still be updated when the records in their dialer lists are updated and can be edited. By editing the End Date of an Expired Campaign to a day in the future, the campaign will become available to run again.
  • "Finished": A campaign will be finished for all users once a user with "Finish" permissions clicks the Finish button. A finished campaign will not be updated anymore and can’t be run again.