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Talkdesk Connections

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Talkdesk Connections™ is used to interact with and leverage data contained in any third-party system, using custom actions, data pushes, and data dips, to and from third-party APIs and complementing the experience with the possibility of sending call-related information to the same third-party systems.

Connections enables Administrators to quickly and autonomously add custom actions through a simple, no-code interface. It allows for more flexibility, control, and faster implementation of the custom scenarios.

The configured custom actions can then be used in a Studio flow in order to achieve informed routing decisions, efficient agents, improved automation, and quick paths to resolution.

To activate Connections, please follow the steps below. 

 

Creating a Connection 

  1. Log in to your Talkdesk account as an Administrator and navigate to Admin [1].
  2. Select the Integrations tab [2] and from the “Integrations Manager” page, select Add New Integration [3].
  3. Navigate to Custom Integration and click on Add integration [4].
  4. Fill in the fields as described below:
    • Basic Information
      • Provide a “Name” [5] for your integration.
      • Enter a “Description” [6] for the integration.
    • Point of Origin
      • Choose an “Authentication Type” [8]. Depending on the type of authentication selected, different fields will need to be populated:
      • “No Auth” - If this option is selected, you are able to create a connection without providing any authentication details. 
      • “Basic Auth” -  If this option is chosen, the credentials that you wish to define for the connection to the external system should be entered in the respective fields: 
        • “User Name”.
        • “Password”.  
      • “Header X API Key” - selecting this option means that a special API token, based on the values below and retrieved from your account settings, needs to be provided when the connection to the external system takes place: 
      • “API Key header name” - add a name for the parameter. 
      • “API Key header value” - add the parameter’s value. 
    • Other Settings
      • In case you would like to have the API returning additional pairs of values that contribute to receiving more refined and precise results, you can use the Add header button [9]. Here, you will need to insert names and values for the additional parameters.
      • Click Save in the top-right corner of the screen to finalize the process. 

The integration is now complete, and you can start configuring the actions that will be triggered in Talkdesk once the response from the third-party API is received. 

 

Creating an Action

To define an action, proceed as follows: 

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On the “Integrations Manager” page, select the newly created Connection [1].

  1. Once within the page, select Add action [2].
  2. Fill in the fields as described below.

    • Basic Information
      • Provide a “Name” [3] and a “Description” for the action [4].
    • URL Settings
      • In the “Relative path” field, select the HTTP method (POST/GET/PUT/PATCH/DELETE) corresponding to the endpoint that you are using [5].
      • Enter the relative path [6]. The relative path is a specific action for which you wish to retrieve a response (everything that follows the website’s front page, for example, https://mycontactcenter.zendesk.com/api/v2/users/{id}.json).
      • Depending on the relative path you have entered, you will have to define the corresponding query or path parameters. Enter the value(s) to be used in the form of a variable.

      • Inputs and Outputs
        • Enter the Input and Output schemas, i.e, the required information that is exchanged with the server [7].  

    4. When all the fields have been filled in, click Save as Draft or Publish at the top of the page.

     

    Your newly created action will be listed under the “Actions” list. You can modify it at any time by clicking on the Edit button if you save the new action as Draft. 

    You can also use your newly created Connections and Actions in a Studio flow, from the moment you publish them. To learn more, please visit our Studio Advanced Documentation.

    For more detailed documentation, technical information, and step-by-step guides, please check our Connections Documentation.

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