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There are two options available to embed Talkdesk in ServiceNow:

• Via the ServiceNow phone widget, which can be configured to embed Talkdesk Workspace or Conversations in headless mode
• Via the Talkdesk Embedded component, which can be configured on any ServiceNow Agent or Configurable Workspace layout and that supports embedding Talkdesk Workspace or Conversations and Copilot in headless mode

Tip: We recommend having Talkdesk Workspace or Conversations embedded on the ServiceNow phone widget and Copilot embedded on a layout using the Talkdesk Embedded component. 

Configuring Talkdesk Embedded on ServiceNow phone widget

Note: Detailed steps to configure this experience are described in the ServiceNow Integration Activation article, as part of the initial setup of Talkdesk ServiceNow Connector

• To configure Talkdesk CTI connection in ServiceNow OpenFrame, please follow the configuration steps described in ServiceNow Integration Activation > Talkdesk CTI OpenFrame. In this configuration it is possible to customize the size of the ServiceNow phone widget that embeds Talkdesk.
• To select the CTI view to be displayed in the ServiceNow phone widget, follow the steps described in ServiceNow Integration Activation > Talkdesk Configuration Settings in ServiceNow > CTI View. It is supported CTI connection only, Talkdesk Workspace and Conversations only.

Configuring Talkdesk Embedded component on UI Builder (ServiceNow)

On ServiceNow > UI Builder, it is possible to customize the layouts of Agent and Configurable Workspaces with additional Talkdesk Embedded components. 

Practical Example 

For a better understanding on how this can be done, we will configure a Talkdesk Embedded component on a layout in Service Operations Workspace. For this example, the component will be configured as a new tab on the sidebar.

Notes: 

• To access this feature you must upgrade to version 4.2 or higher.
• What is described in the article is the recommended experience to, for example, take better advantage of Copilot. Nevertheless, Talkdesk Embedded component is available to be freely configured in any layout. For the configuration of the component itself, please refer to steps 7 to 11 of this example.
• It is not recommended to use this component to embed Conversations. Conversations session may be compromised when opening multiple tabs in an Agent or Configurable Workspace (this does not apply to the ServiceNow phone widget).

Follow the next steps to apply the Talkdesk Embedded component to a ServiceNow layout. 

1. Go to your ServiceNow environment > UI Builder.

2. On the UI Builder, select “Experiences”. Here you can select to modify an existing experience or to create a new one. For our example, we are selecting the experience “Service Operations Workspace”.

3. Select the layout to be customized. For our example, we are creating a layout variant of the Standard Record Page Record layout (which we named “SRP Record Talkdesk”). 

Note: If the goal is to change a default layout, we recommend creating a new layout variant, by duplicating the original layout. It is also important to set the order of the new layout to be prior to the default layout. Please consult this ServiceNow article for more information  

The next steps will demonstrate how to add a new sidebar tab that renders the Talkdesk Embedded component, embedding Copilot. Make sure that during these configurations, the Application scope in the UI Builder is set to Talkdesk.

4. On the Content menu, select the Tab sidebar [1] and choose “Add tab” [2].

5. Select “Start from an empty container” [3].

6. Choose the “Tab label” [4] and “icon” [5] at your choice and click Create.

7. On the Content menu > Tab sidebar > Talkdesk (this corresponds to the Tab label defined on step 6), select Add content [6].  Search for “Talkdesk Embedded Component” [7] and select it [8]. 

8. On Data and scripts, click “Add” [9] and select Data resource [10].

9. Search for “Talkdesk” [11] and select "getTalkdeskConfigs" [12]. The data source will be applied once you click Add [13] - after this you can close this window.

10. On the Talkdesk Embedded Component settings, select:
    1. “Configure” tab > Talkdesk application:
       1. Write down agent-assist, to embed the Copilot App (as a standalone app).
       2. Write down conversation, to embed the Conversations App (as a standalone app).
       3. Write down workspace, to embed the Talkdesk Workspace App.
       4. Write down canvas-embedded, to embed the Canvas App. To learn more about Canvas App, please refer to this article. 
    2. “Configure tab” > CTI Region:
       1. This should be automatically populated after step 9 (for example, prd-us).
    3. “Configure tab” > CTI CDN:
       1. This should be automatically populated after step 9, with the CDN URL
    4. “Styles” tab > Width and Height:
       1. The Talkdesk Embedded component is resizable. For our example, the width can be left empty due to the context where the component is being applied. For other configurations, the minimum recommended size is 425 x 500.

11. Click Save [14].

This finishes the configuration of the Talkdesk Embedded component on the Service Operations Workspace, to be visible in the Standard Record Page Record. With this configuration when accessing, for example, an Incident record, Copilot will be available as a tab on the sidebar.