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On HubSpot, Talkdesk Embedded is available on the Calling Remote and Calling Window.

Accessing Talkdesk Embedded

To access Talkdesk Embedded, make sure to follow the next steps:

1. On the Phone icon (Calling Remote), select Talkdesk [1] as the calling provider

2. Select “Open calling window” [2]

3. The Calling Window will open on a separated browser window [3]. On the Calling Window, login to Talkdesk [4]. The Calling Window must be kept open while using Talkdesk as the calling provider. This window can be minimized and kept in the background.
4. After the login, Talkdesk Embedded will be available on both Calling Window and Calling Remote (accessible through the phone icon on the top bar)

5. On the Calling Window, three views are available:
   1. View 1 [5]: which embeds Talkdesk Workspace
   2. View 2 [6], which embeds Copilot (as a standalone app)
   3. View 3 [7], which quickly opens Talkdesk Live in a new window (additional login required)

While on an active CTI session, the phone icon will display a status:

• Connected (Green)
• Calling window open and not logged in (Clear)
• In call or busy (Blinking)

Notes: 

• The Calling Window must be kept open while using Talkdesk as the calling provider (can be minimized). The Calling Window secures an active Conversations and CTI sessions and closing it while on a call will cause a call disconnection.
• To use click-to-call functionality, ensure to follow the steps described on this article.
• Ensure that you have an active CTI session. Pre-requisites:
  • Talkdesk agents need to be synced with HubSpot.
  • The chosen CTI integration on the agent’s configurations must be “Talkdesk HubSpot Connector”. This setting is configurable on Talkdesk > Admin > Users > Classic settings.

• By default, when navigating between pages in HubSpot, a warning message may appear for users who have Talkdesk Embedded enabled. This behavior is expected when using Talkdesk in a web browser. The warning acts as a safeguard to maintain call continuity by alerting users before they close or refresh the browser tab where Talkdesk is running. However, when using Talkdesk Embedded in HubSpot, this behavior can interrupt the workflow and negatively affect the user experience due to how hubspot navigation is designed - refreshing the whole page. There is the possibility to disable this behavior on the hubspot navigation to provide a smoother experience, in the embedded environment. When disabled, the warning message will still appear during an active call, instead of every time a user navigates to a different page in HubSpot, and the call will still be maintained even after refresh due to the pop-out window that is anchoring the voice stream. To request this adjustment, please open a Support ticket with Talkdesk Support, note that this is an account wide adjustment and that will be applied on embedded scenarios with the behavior described and on Talkdesk stand alone.
• Due to a technical limitation, the Talkdesk agent status can only be changed on the Calling Window, appearing greyed out on the Calling Remote. This will be solved in the following package versions.

Tip: We recommend working with Talkdesk embedded on the Calling Remote (accessible through the phone widget) for a better user experience and to take advantage of the easy navigation between Talkdesk Workspace and Talkdesk Copilot. The Calling Window must be kept open while using Talkdesk as the calling provider but it can be hidden on the background.

Talkdesk Embedded Settings

To access Talkdesk Embedded settings, follow these steps. Make sure to close the Calling Window and Calling Remote before making these changes.

1. On HubSpot, go to Settings [1] and on Integrations section, select Connected Apps [2]

2. On Apps [3], select Talkdesk Connector [4]

3. The following Talkdesk embedded settings (account wide) are available:
   1. View Mode - affects View 1 of the Calling window and the Calling Remote. Available options:
      1. Workspace, to embed Talkdesk Workspace
      2. External, to allow initiation of CTI session only. This option should be used if the aim is to use Talkdesk in a separate tab in the browser or the Talkdesk Desktop App
   2. Window Size - changes the size of the Calling Window. Available options:
      1. 424x640
      2. 1041x640 (this size allows to use Copilot in View 1, in Talkdesk’s secondary area)
   3. Copilot - affects View 2 of the Calling window, allows to enable / disable access to Copilot on this view
   4. Talkdesk Live - affects View 3 of the Calling window, allows to enable / disable access to Talkdesk Live on this view

After the settings are changed, refresh the browser.

Overall, access to Talkdesk apps depends on each user’s app assignments