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Automation Tools

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Automation Tools is an integration that allows you to configure automations for internal Talkdesk Actions. 


Note
: These actions will only work if the agent is logged in to Callbar. If the agent ID is not present at the time of the event, the actions will not be performed.

This article will walk you through the processes described below:  

Installing the Automation Tools Integration

To install the Automation Tools integration, please follow these steps:

Automation_Tools_1.png

1. Log in to your Talkdesk account as an Administrator

2. Click on Admin [1].

3. Select the Integrations [2] tab.

4. Click on Add New Integration [3].

automation_tools_step_4.png

5. Locate the Automation Tools integration from the list of available integrations and click on Add Integration [4].

6. On the next screen, click “Save” to finalize the installation process. The “Preview Actions” field will also be available on this screen. Please see the section below to learn more about this option. 


Activating the “Preview actions” fields

The “Preview actions” field, on this integration, will allow your CTI integrations list to be shown on the CTI actions. 

Automation_Tools_new4.png

1. In case you wish to activate this option while installing the integration, simply tick it [1] when you get to the integration screen after clicking on Add Integration, as described above, in step 5.  

Automation_Tools_new3.png

2. If you have already installed the integration and wish to activate the option at a later stage, go to the “Integrations Manager” page by clicking on Admin [1] > Integrations [2] and click on the Automation Tools card [3].

Automation_tools_new5.png

3. Then, click on Configuration [4]

4. You will be taken to the same screen shown above, in step 1. Tick the option and click “Save” to finish the process.

 

Using the “Open URL” Action

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1. Locate the Automation Tools integration from the list of configured integrations and click on it [1].

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2. Click on Add your first automated task for Automation Tools [2] or Add New Automated Task.

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3. Select the trigger event [3] from the list of allowed triggers for this automation task.

4. Select the action, which is “open URL” [4].

5. If necessary, click on Add filter [5] to further define the moment when the automation is fired, based on a series of available parameters.

6. Add the URL that will be opened on the agent browser [6]. It must include the protocol (e.g., HTTP or HTTPS). The URL can have dynamic fields from the trigger fields or context variables.

Examples: 

    • http://www.url.com/
    • http://www.url.com/{{agent_id}}

7. Click “Save” at the bottom of the page to complete the process.


Using the “Send Data to CTI” action

The “Send Data to CTI” action allows you to leverage a custom integration with enabled CTI support and expose any available call data to the client-side of the integrated app. These messages will then need to be picked up by specific custom developments, providing a valuable asset for any needed data operation on the custom application.

Note: If you didn't activate the “Preview Actions” on the “Automation Tools” configuration page, please check the relevant section on this article.

using_open_url_1.png

1. Locate the Automation Tools integration from the list of configured integrations and click on it [1].

using_open_url_2.png

2. Click on Add your first automated task for Automation Tools [2] or Add New Automated Task.

send_data_to_cti.png

3. Select the trigger event [3] from the list of allowed triggers for this automation task. Besides these events, any event containing Studio context variables can be used.

4. Select the action, which is “send data to CTI” [4].

5. If necessary, click on Add filter [5] to further define the moment when the automation is fired, based on a series of available parameters.

6. Choose the Integration from which you wish to send the data via CTI [6]. If you can’t see the desired integration, please refer to the troubleshooting section.

7. Add the data you want to send via CTI [7]. This should be in JSON format, and it can have dynamic fields from the trigger fields or context variables.

  • Example:

{

   "Event Name":"{{event}}",

   "Agent ID":"{{agent_id}}"

}   

Note: To validate if the JSON follows the correct format, you can use services such as JSONLint.

 

8. Click “Save” at the bottom of the page to complete the process.

Warning: If you remove the integration to which you send the data (e.g. Zendesk, Salesforce, or ServiceNow), the automation will stop working.

 

Using the “Open Contact through CTI” action

This action will allow a contact to be opened on the available integrated applications upon any available Talkdesk triggers. This will fit the use case of popping a relevant record to the agent UI so that there is always relevant context information being presented.

Note: If you haven't activated the “Preview Actions” on the “Automation Tools” configuration page, please check the relevant section in this article. 

using_open_url_1.png1. Locate the Automation Tools integration from the list of configured integrations and click on it [1].

using_open_url_2.png

2. Click on Add your first automated task for Automation Tools [2] or Add New Automated Task.

open_contact_through_CTI.png

3. Select the trigger event [3] from the list of allowed triggers for this automation task.

integrations_fields.png

4. Besides these events, any event containing Studio context variables, alongside events that expose the Integrations fields, as seen in the image above, can be used.

5. Select the action, which is “open contact through CTI” [4].

6. If necessary, click on Add filter [5] to further define the moment when the automation is fired, based on a series of available parameters.

7. Choose the Integration for which you wish to send data via CTI [6]. If you can’t see the desired integration, please refer to the troubleshooting section.

8. Add the “Contact External ID” you want to open via CTI [7].

9. Click “Save” at the bottom of the page to complete the process.

 

Warning: If you remove the integration to which you send the data(e.g. Zendesk, Salesforce, ServiceNow…), the automation will stop working.

 

Troubleshooting

  • When trying to configure an automated task, the Integration dropdown may not show any valid integration.

Troublesh_1.png

When trying to configure an automated task, the Integration dropdown may not show any valid integration. 

This can be caused by one of the following situations:

  • The account does not have any configured integration that is connected to the CTI.
  • Your integration does not support CTI-based features (i.e.: Click-to-call).
  • The “Preview Actions” field on the Automation Tools configuration page is not enabled. Please refer to this section to learn how to enable it.


When trying to edit an automated task, the previously defined Integration appears as a “Dynamic value”.

troublesh_2.png

This can be caused by one of the following situations:

  • The integration that was previously defined for the automated task was deleted. Please validate if the integration still appears on the Integrations Manager page.
  • The “Preview Actions” field on the Automation Tools configuration page is not enabled. Please refer to this section to learn how to enable it.
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