“Talkdesk for MS Teams” allows Talkdesk Workspace to be embedded within the Microsoft Teams user client, ensuring a seamless integration experience and promoting productivity.
Talkdesk Embedded: Overview
“Talkdesk Embedded in Microsoft Teams” brings together front- and back-office operations by integrating Talkdesk’s advanced contact center capabilities directly into the Teams client. This creates a single, unified workspace for agents, eliminating the need to switch between applications and enabling seamless collaboration with back-office experts.
Available features:
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Talkdesk Embedded: Integration of the full Talkdesk Workspace within Microsoft Teams. We can have a powerful experience of Talkdesk Embedded for:
- MS Teams in a web browser.
- MS Teams native desktop client.
Requirements:
To ensure the proper functioning of Talkdesk’s Embedded in Microsoft Teams, please make sure you follow these criteria:
- You are located in one of these regions:
- United States of America (US)
- Canada (CA)
- Europe (EMEA)
- Asia/Pacific (APAC)
- You have a "Talkdesk for MS Teams" subscription from Talkdesk.
- The “Talkdesk App” is successfully registered, approved, and enabled within your Microsoft Teams tenant.
Talkdesk Embedded in Microsoft Teams: Configuration
In Talkdesk:
- Log in to the Talkdesk portal, and navigate to Admin → Customization → Embedded Settings. Add https://teams.microsoft.com to the list.
- To enable SSO for the account (optional), navigate to Admin → Security settings → Authentications. An option is available to enable SSO for the account.
In Microsoft Teams:
Step 1: Install the Talkdesk Application
- Open Microsoft Teams.
2. Navigate to the Apps section [1] in the left-hand menu within the Microsoft Teams client.
- Search for Talkdesk App [2] in the left search bar and select the application “Talkdesk” from the search results.
- Click Add [3] to install the Talkdesk App.
- This will open a pop-up screen with details of the Talkdesk App. Click Add button [4] to start the download.
- Below, you will see the permissions [5] needed for the app.
- Talkdesk App will be added to the Microsoft Teams client. Once installed, the Talkdesk application will be available within your Microsoft Teams client.
- Click Open button [6] to login to the Talkdesk Workspace.
- Talkdesk Workspace Tenant URL [7] will be auto-populated for the users. A login pop-up will be presented for users with the option to either use Talkdesk credentials [8] or SSO [9] to login to the Talkdesk App.
- The Login [10] can be used in the following situations:
- User closed the login pop-up prematurely: Selecting Login will reopen the login pop-up.
- Pop-up blocked in web browser: If Microsoft Teams is accessed via a web browser and the login pop-up is blocked, users can enable pop-ups in the browser and then click Login [10] to relaunch the login window.
Talkdesk Workspace is available in Microsoft Teams now.
Step 2: Update App Permissions for Calling
To enable voice calling through Talkdesk:
- Open the Talkdesk app within Microsoft Teams.
- Select the three-dot menu [11] (top-right corner of the app window).
- Go to App Permissions. This will open a pop-up to enable media.
- Enable the Media permission. This permission is required to allow microphone access and enable voice calling features in Talkdesk within Microsoft Teams.
Talkdesk Embedded is ready to use. Users and admins across the tenant can access the application and immediately benefit from Talkdesk’s embedded capabilities within Microsoft Teams.
Important Notes:
- No additional configuration is required in Talkdesk to enable Talkdesk Embedded in Microsoft Teams. Users can seamlessly access the full range of Talkdesk capabilities directly within Microsoft Teams, just as they would in the Talkdesk portal.
- Please reach out to your CSM to enable the Talkdesk App within your Microsoft Teams tenant.
- After enabling Talkdesk Workspace embedded URLurl in Admin > Customization > Embedded URLsURls, it takes up to an hour to be applied after saving. You’ll be able to access Workspace in the domain(s) once it’s applied successfully.
- If you navigate away from the Talkdesk App tab in Microsoft Teams, the embedded Talkdesk Workspace will close. This means that any ongoing activity, such as an active call, will also be terminated.
- Recommendation: To maintain a persistent experience and avoid interruptions, use the “Open app in new window” option from the three-dot menu in the top-right corner of the app.