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This article outlines the initial setup required to get a Talkdesk Copilot component working with Talkdesk CXA for any contact center.

Examples

• Configuring the Embedded Experience
• Enabling Voice Transcription
• Configuring Summarization

Configuring the Embedded Experience

Listed below are the high-level steps to configuring an embedded experience between Talkdesk and the customer’s third-party systems.

To enable the embedded experience, you must allow the external system to be able to load Talkdesk. You can find those settings (as exemplified in the image above) in Admin > Account > Customization > Embedding Settings. 

Under “Embedded URLs”, insert the URL of the external system. 

Important Note: Embedded Experience requires the use of an iframe and will need the project on the Content Delivery Network (CDN), along with some JavaScript to generate what will be loaded. Additional information can be found in our Knowledge Base article here. 

iFrame

Below, you will find the required iFrame you will need to load the generic implementation from our Content Delivery Network (CDN):

<iframe id="td-emb-container" title="Talkdesk Embedded"
src="https://prd-cdn-talkdesk.talkdesk.com/talkdesk-embedded/latest/generic/index.
html" allow="microphone *" frameborder="0"></iframe>

JavaScript Code

The JavaScript code can be found in this document. The code snippet below details where you can control what is loaded on a component. 

// Init
          sendEventToTD('init_td_embedded', {
              url: window.location.origin,
              int: 'custom-integration',
              env: 'prd-us',
              aid: 'agent-id-123',
              view: 'headless',
              app: 'copilot'

Note: The example displayed above would load Copilot in “headless” mode, but you could modify it to be a different app or view. “Headless” only loads one application at a time, while “workspace” would load the full workspace. 

Example: Generic CRM with Embedded Copilot

Example: 2 different components with 2 different modules of Talkdesk within a Salesforce UI

Enabling Voice Transcription

Administrators will be able to enable Voice Transcription through AI Launchpad. When first accessing the AI Launchpad app, you will be presented with the “My area” main page, where you can find the access points (onboarding cards) to help you configure different AI flows. To configure Voice Transcription, follow these steps: 

Select the product that you wish to configure [1] and click Next [2]. 

Select the language(s) that you wish to use in your account. The most used languages are presented, and you can select more than one. Later, you can associate them with “segments,” i.e., ring groups and/or agents

If you would like to use a different language than the one that is suggested, you can select it from the “More options” dropdown menu [4]. 

Select a language for the default AI flow [5]. Note: This step is not mandatory. 

Click Next [6].

Add the "segments" to each of your AI flows by selecting the “Agents” or “Ring Group” option from the dropdown [7]. You can also choose the segments within the ring group or agent listings [8]. 

Select the call direction from the following options available in the dropdown menu: “Inbound”, “Outbound”, or “Inbound & Outbound” [9]. 

Add as many segments to your AI flow as desired by clicking + Add [10] and selecting the next options as described previously in this section. Click Next [11].  

Review the configurations of the AI flow(s) and click All Set [12] to end the configuration process and publish the AI flow(s).

Configuring Summarization

Summarization Models can be configured at the product level, with one configuration that affects all interactions. 

To do so, click the “Summary” card in Copilot > Settings, and the configuration side-panel will appear. 

Alternatively, models can be configured by flow, providing more flexibility to the configurations. Enrich the AI flow with a Summarization model, like you would with an Intent model. 

Configuration Options 

As displayed in a configuration side-panel, the configuration options are the following: Copilot Standard or Copilot Premium. 

Copilot Standard

• Summarization can be turned on/off using the “Automatic summarization and disposition” toggle
  • By enabling this option, agents will be presented with a “Generate with AI” prompt. This will create an automated summary of the Copilot interaction, which can be copied to Notes.
• If the “Automatic summarization and disposition” toggle is enabled, the “Automatic copy of summary and disposition to notes” option will be available to turn on/off. If turned on, admins will be able to configure whether the summary and notes should be automatically copied to the Notes card. Agents will be able to edit before submitting the copy. 

 For more information on Copilot Standard, please click here. 

Copilot Premium 

• Copilot Premium customers will be able to perform all actions in Copilot Standard, plus the one below:
  • Admins can select “Automatic trigger of summarization and disposition.” In this case, agents don’t have to manually click the “Generate with AI” button, as summaries will automatically be generated. This option can be used with “Automatic copy of summary and disposition to notes” enabled or disabled.

For more information about Talkdesk Copilot, please read our Knowledge Base documentation section devoted to it.