Important Note. For the guide on how to set up Autopilot and Navigator using SIP Trunk, please check this article: Autopilot and Navigator Setup using SIP Trunk.
- Preparation
- AI Agent Platform: Create
- Create an Autopilot Agentic in AI Launchpad
- Create an “Incoming call” Studio flow
- Connect and Configure Navigator
- Connect and Configure Autopilot Agentic
- Use the “Forward to External Number” component
- Publish the Studio flow
- Assign the number to the Studio flow
As an alternative to SIP Trunk integration, customers can choose to integrate via the Public Switched Telephone Network (PSTN). A PSTN integration is a quick way to set up, as it avoids the need for a SIP Trunk and uses call forwarding between numbers. This is a recommended approach in the following situations:
- To start testing and using Autopilot and Navigator, while a parallel project implements the SIP Trunk. A SIP trunk will reduce Telco costs, allow for sharing context between both systems via the SIP UUI Header, and release resources when they are not required (using a SIP REFER).
- To use as a definitive solution in cases where context or Telco costs are not an issue. Context can still be determined based on the calling/called phone number. Telco costs with Talkdesk will apply for the complete duration of the call, even after redirection from Autopilot and Navigator. There will be inbound Telco costs for the call received from the 3rd-Party Contact Center (3PCC) to be processed by Autopilot and Navigator. There will also be outbound Telco costs for the call that is then forwarded to the 3PCC when escalation to a Human Agent is required.
To set up Autopilot and Navigator, you need to follow a series of integration steps that ensure seamless call routing, AI treatment, and escalation between Talkdesk AI and your contact center. The high-level overview of these steps is provided below:
| Step | Action | Description |
| 1 | Prepare routing of the call with your service provider | Work with your service provider to route calls towards Talkdesk and handle transfers/ escalation of calls from Talkdesk to your contact center through your service provider network |
| 2 | Create Autopilot/Navigator in AI Launchpad | Use the AI Launchpad to create and configure your Autopilot or Navigator virtual agent. This involves defining the AI model, naming it, and linking it to your orchestration logic. |
| 3 | Design Autopilot conversation in Automation Designer | Build the conversational flow for Autopilot using Automation Designer. Define intents, actions, and escalation logic to match your business requirements. |
| 4 | Create an incoming call Studio flow for call routing | Create and configure a Studio flow to route incoming calls from a public-switched telephone number to the Autopilot/Navigator. Integrate the virtual agent component and set up escalation paths as needed. |
| 5 | Connect and configure Navigator | Add the Analyze Voice Message component to your Studio flow to enable Navigator topic detection. Configure topics (intents) and sample messages, set up exits for each topic, and define routing logic (e.g., escalate to an agent, route to another flow). Use the Navigator Wizard for guided setup and testing. |
| 6 | Connect and configure Autopilot | Add the Connect to Autopilot Voice component to your Studio flow. Select your previously created Autopilot model, configure the component settings (such as escalation exits), and map Studio flow exits to appropriate actions (e.g., escalate to an agent, end call, or route to another flow). Ensure context and variables are passed as needed. Test the flow to confirm Autopilot is invoked and responds as expected. |
| 7 | Connecting and configuring the “Forward to External Number” component | The Forward to External Number component in Talkdesk Studio allows you to escalate a call from a customer to an agent within your existing contact center for additional assistance. This component routes the call out of Talkdesk. To connect and configure it, add the component to your Studio flow at the desired point and enter the external phone number in E.164 format (e.g., +1234567890). This call will be sent to your service provider who will then route it to your contact center |
| 8 | Test and validate integration | Test the Studio flow to ensure calls are routed correctly, Autopilot/Navigator is invoked and forwarding works. |
Preparation
Prerequisites and Requirements
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Work with your service provider to determine how to route calls into Talkdesk as well as handle transfers. There are 2 ways you can go about this.
- Talkdesk Minutes: Buy numbers from Talkdesk by following this document.
- Bring existing numbers you own with your preferred carrier and add them to Talkdesk using Bring Your Own Carrier.
AI Agent Platform: Create
Use the Automation Designer to create a conversational flow for the autopilot. This enables the autopilot to provide appropriate responses during the conversation with a caller. For more details, refer to AI Agent Platform: Create. The screenshot below shows an example of how the automation designer can be built.
Create an Autopilot Agentic in AI Launchpad
Configure a new AI Model through AI Launchpad to create an autopilot.
For more details on this process, please refer to Creating an Autopilot Agentic in AI Launchpad.
Create an “Incoming call” Studio flow
Create a new “Incoming Call” Studio flow to manage the incoming call flow and perform the required routing of the call. You’ll find more information about Studio in Talkdesk Studio: Overview.
Connect and Configure Navigator
Add a new “Analyze voice message” component in the Studio to trigger Navigator. Configure it as needed. You’ll find more details in Analyze Voice Message (Powered by Navigator).
Refer to the example below to create a Navigator component for Healthcare. Using the Navigator, you’ll capture the following topics: Schedule Appointment, Check upcoming appointments, Prescription Refill. Each of these topics serves as an exit in the Navigator.
Example:
Connect and Configure Autopilot Agentic
You can find full details on this process here.
Use the “Forward to External Number” component
Use the “Forward to External Number” component to escalate the call to an agent within your contact center system. Connected the required exits to this component. For instance, the “Escalate” exit from the “Connect to autopilot voice” component and the “Timeout” and “No Match” exits from the “Analyze voice message” component. You can find more details about this component in Forward to External Number.
You can also select which exits directly lead to “Forward to External Number” to escalate the call to an agent. In the example below, a Prescription Refill clearly needs to be handled by an agent rather than autopilot, so this call is sent directly to the contact center system.
Publish the Studio Flow
Publish the Studio flow after configuring all required exits, such as failures and errors in the Navigator, Autopilot, and the other steps. A simpler flow looks like the screenshot above.
In the healthcare example, all error flows and the “Autopilot Escalate” exit point to “Forward to External Number”.
Assign the Number to the Studio Flow
Assign the number configured for Talkdesk to the Studio flow published in the previous step. This ensures that all calls sent by your contact center system to this number trigger the flow.
You can find more details in Assigning a Flow to a Number.