- Overview
- Talkdesk Academy Resources
- Single Sign-On (SSO) Considerations
- Studio Flow Error Handling
- Error-Related Exits
Overview
When setting up a Talkdesk account, it’s not just about getting things to work—it’s about making them work reliably under real-world conditions. Building with resilience means configuring your account so that disruptions are less likely to occur, and when they do, the impact on your contact center operations is minimized.
From ensuring secure and seamless Single Sign-On (SSO), to handling unexpected JavaScript errors gracefully, to defining clear error-handling paths in Studio flows, thoughtful setup can help prevent avoidable downtime and provide fallback options that keep agents productive and customers supported. This proactive approach not only strengthens stability but also ensures your organization can continue delivering consistent, high-quality service even when the unexpected happens.
Talkdesk Academy Resources
See the link below for our full Talkdesk Academy course on building resilience:
Single Sign-On (SSO) Considerations
If you have enabled Single Sign-On for your account and you have disabled Account Login, your users (including Administrators) are entirely reliant on your SSO provider's service to access your account. If your SSO provider experiences a disruption, users will be unable to log in.
If you have selected these settings, consider enabling Support Access to allow Talkdesk Customer Support to access your account and, if needed, re-enable the Account Login setting to restore access for users when SSO services are unavailable.
Support access setting available in Admin > Preferences
You can track ongoing and historical Support Access sessions in Guardian Logs. The Support Access flag appears below the user’s name to indicate that a particular session was initiated by Talkdesk Support. You can also filter the report so that only Support Access sessions are displayed.
Support access session reported in Talkdesk Guardian
Studio Flow Error Handling
The components or “steps” of your Studio Flows contain multiple error-related exits, allowing you to customize the way each step responds to unexpected technical failures. When an error-related exit is followed:
- The error will be reported in the Exit field for the failed step in the Studio Flow Execution Report.
- Any logic contained in the failed step will not be executed or applied.
- Context variables populated by the failed step will remain blank.
When creating and editing your Studio Flows be sure to review the Error Handling exits of critical steps. Each step comes preconfigured with a default Error Handling value, which varies by step type; a full list of default values can be found in the Error Handling Studio Guide.
Error-Related Exits
Exit Name |
Components Using It |
When is it followed? |
How is it reported? |
Error Handling |
All (see Error Handling) | An internal error prevented the step from executing successfully | error |
Connection Error |
Salesforce Data Dip | When the Salesforce instance could not be reached or returned an error | upstream_error |
Execution Error |
Run Function | The selected function generated an unhandled exception when run | execution_error |
Execution Error |
Execute Action (Connect to Virtual Agent Voice Connect to Virtual Agent Digital) | The service could not be reached or returned an error | upstream_error |
Note: The Voicemail component may also display an Exit name of “failed”, which is unrelated to technical errors. This Exit name indicates that the contact person did not record a voicemail message.
Best Practices
- Give particular focus to steps with a default behavior of “End flow”; these will terminate the Studio Flow execution upon error unless modified.
- Connection Error and Execution Error exits will follow your Error Handling path by default. This configuration is normally sufficient and preserves the simplicity and the visual appearance of your flows.