Talkdesk for Salesforce Voice (T4SV) integrates digital channels and Salesforce data with voice communications - all in one central view embedded within the Salesforce UI.
In order to use the full currently provided capabilities of this product, the following items are required:
- Salesforce Voice licenses.
- Salesforce org using the Lightning Experience UI.
- Talkdesk For Salesforce package (at least version 6.1 installed and integrated).
- Logging In
- Outbound Call Flow
- Inbound Call Flow
- Transferring a Call
- Call Recording
- Call Recording Access and Replay
- Call Transcripts
- Voicemails
- After Call Work
Logging in
To start using Talkdesk for Salesforce Voice, you should go to the App Launcher and search for the Talkdesk Contact Center Lightning App.
- In the Talkdesk Contact Center Lightning App, go to the Salesforce omnichannel widget [1].
- Then, log in by filling your account name [2] and afterwards using your Talkdesk credentials.
Once successfully authenticated, the dialpad is shown and Talkdesk for Service CloudVoice is ready to be used.
If the Single Sign-On capability is active (read more about it here), users only need to write the account name the first time they use it.
Outbound Call Flow
Outbound calls can be made either through click-to-call, by clicking on any phone field on the Salesforce UI, by selecting the Phone Book icon [1], or by inputting the desired number on the dial pad and clicking on the Call [2] button.
Note: The default country prefix number is defined in the Contact Center configurations. If trying to dial a number without a prefix, then the dial pad will add the configured prefix. If the number is from another country, different from the default country prefix, the call will fail to dial. As best practice, input the country prefix number when performing outbound calls.
The Phone Book will display a list of all agents allowing agents to perform internal calls (agent-to-agent) and will give agents the ability to call a Talkdesk Favorite directly from Salesforce. To call a Talkdesk Favorite, in the Phone book, filter to the “Directory” section to see the available contacts. Directory contacts will not be displayed in the “All” list.
Note: The “Directory” can be filtered by name or phone number even though the phone number is not displayed.
When the call starts, the call controls within the Salesforce omnichannel widget will become accessible, enabling the user to End the call [1], mute, pause, start or stop recording, and add or transfer to another agent.
You can also find some call controls in the Phone widget [2].
Every time an outbound call is made, the corresponding Voice Call record is created and automatically appears as a pop-up to the relevant user in Salesforce. When the call ends, this Voice Call record will be updated with new data about the call.
Notes:
- The default outbound number must be set on the Talkdesk side under Talkdesk Admin. Talkdesk for Salesforce Voice will follow that configuration.
- To ensure internal calls work seamlessly, make sure to configure support for rep-to-rep calls at the org level by selecting the Voice Call Change Data Capture entity.
- When performing an internal call, the agent that is receiving the call needs to be available in Salesforce.
- During an internal call the only controls available are the mute (for both agents) and record controls (for the agent who initiates the call). Call recording settings can be configured on Talkdesk here.
Inbound Call Flow
To be able to receive inbound calls in Talkdesk for Salesforce Voice, you first need to configure a Studio flow in Talkdesk.
If you’re having trouble receiving calls in the Talkdesk for Salesforce Voice omnichannel widget, make sure that:
- Contact center phone numbers are assigned to the Studio flow.
- The flow is successfully published without errors.
- All variables in the flow are properly mapped.
- Agents receiving the call have their statuses set as available on both Salesforce omnichannel and Talkdesk.
When an inbound call is received, you can either accept or reject it [1]. Once accepted, the behavior will be the same as described for Outbound calls in the previous Outbound Call Flow section.
Notes:
- While an inbound call is ringing to an agent, the agent should not update their status. The status in Talkdesk will not be updated in this case, and the agent will need to perform a refresh to their SF browser tab to sync the status again.
- Agents will see a modal prompting them to close the voice call if they can answer a call that was already rerouted to another agent or a call that was already disconnected by the contact.
Transferring a Call
Inbound and outbound calls can be transferred to other available agents, external numbers, or Talkdesk ring groups.
Warm Transfer/Conference Call
In order to perform a warm transfer, please follow these steps:
- Click the Add Caller button [1] in the omnichannel widget.
-
Select the user to transfer your call to:
- To dial an external number, click Keypad [2] and enter the number.
- To transfer to an agent or ring group, select an agent or ring group from the list or use the filter dropdown to filter your results, and click Call[3].
- To transfer to a Talkdesk Favorite, filter to the “Directory” section and click Call. Directory numbers will not be displayed in the “All” list.
- If the receiving agent accepts the call, both agents will conference before one of them leaves [4] or the call is merged with the far-end [5].
Blind Transfer
In order to perform a blind transfer, do the following:
- Click on the Blind Transfer button [1] in the omnichannel widget.
- Select an agent or ring group from the list or filter to “Directory” and click Transfer [2].
The call will immediately drop on the agent's end and the agent will enter the After Conversation Work (ACW) period, if configured.
Click-to-transfer
If you’re an agent on a call, you can perform transfers through click-to-transfer:
- Click on a phone number [1].
- Select Blind Transfer [2] or Add Caller [3].
The behavior will be the same as described in the “Warm Transfer/Conference Call” and “Blind Transfer” sections.
In the voice call of the transfer, the field “Transfer Type” indicates if the transfer was warm or blind.
Notes:
- All call transfers will create a new voice call record for the next agent and call leg. These Voice Call records will be related to each other, and can be accessed as part of the voice call object data.
- When transferring to a ring group, the transferred call will ring to one of the available agents in the ring group.
- On warm transfers, if the agent rejects the call, the call will go back to the first agent.
- On blind transfers, if the agent rejects the call, the call will go to the ring group queue until another agent is available or until the configured timeout is reached.
- When performing a blind transfer to an agent or external number, if the call is not picked up, it will instead end.
- The directory list will only be updated with new records after a refresh on the Salesforce tab.
- In order for a transfer to a ring group to be successful, the ring group cannot be empty.
- Agents shouldn't manually put the call on hold before transferring it, the call will be put automatically on hold once the agent performs the transfer.
Swap Capability
After performing a warm transfer/conference call, your agents can use the swap capability by doing the following:
- Click Swap [1] to switch from one call to another. When you swap a call, one call becomes active and the other one is put on hold.
Call Recording
Outbound and Inbound calls can be recorded within Talkdesk for Salesforce Voice.
First, you have to enable call recordings in Talkdesk to allow recordings.
To enable call recording at the account level, follow the steps described in the article Call Recording.
Keep in mind that this account-wide settings can be overwritten for specific phone numbers depending on the Studio flow associated with the phone number. When configured, the Record component configuration in a Studio flow will overwrite what is configured at the account level.
Note: if your account is using Talkdesk Classic Inbound Routing, to override the account settings for a specific phone number, follow the steps described in this article.
During a call, you can check if the call is being recorded or not through the toggle in the “Phone” component [1] or in the omnichannel widget [2]. If the recording settings in Talkdesk are enabled, the toggle will be active by default.
Note: When the “Recording” toggle or button is grayed out, the call is not recording.
To learn more about the pause/resume functionality, check the article Pause/Resume Recordings and Transcriptions in T4SV.
Call Recording Access and Replay
Call recordings can be accessed within the Voice Call record and Talkdesk Activity after the call ends. However, this option is not enabled by default.
To enable Voice Call record accessibility after the call, follow these steps:
- Open a Voice Call record [1].
- Click on Setup [2] and select Edit Page [3].
- Once in edit mode, search in components for the Call Recording Player [4] component.
- Drag and drop the component to the lightning record page.
- Click on Save.
- Click on Back.
After adding the component, every time a call ends, once the voice record is updated, and you refresh the page, the player will become visible. The recording can be accessed directly.
Notes:
- To access the recording, the agent has to be successfully logged in to Talkdesk through the omnichannel component.
- The agent needs to have the necessary Talkdesk role permissions to access a given recording; these permissions are given at the agent level on Talkdesk.
- The call is only recorded if there is any sound to record. If both caller and agent are silent, then no recording will be available.
- Whenever a call ends, the recording takes a few seconds to load. If the recording player shows the message “We can't load the recording”, please refresh the Lightning tab 5 seconds after the call ends.
- If a record is paused, only the first leg of the recording will be available in the Voice Call. The full recording can be accessed on Talkdesk.
- On a successfully transferred call, only the last agent will be able to have access to the recording and to the last voice call record created. This is currently a known limitation.
Call Transcripts
Talkdesk for Salesforce Voice provides real time call transcription within the voice call records page, and also allows the supervisor to monitor the live transcriptions of ongoing calls from within the Supervisor omnichannel page.
Call transcripts are also paused when a call recording is paused. To learn more about the pause/resume functionality, check the article Pause/Resume Recordings and Transcriptions in T4SV.
In order to access the call transcript within the voice call record page, you need to first add the Conversation body component to the lightning page by following these steps:
- Open a Voice Call record [1].
- Click on Setup [2] and select Edit Page [3].
- Once in edit mode, search in components for the Enhanced Conversation [4] component and drag and drop it to the page.
- Click Save.
- Click Back.
Going forward, the transcript for inbound and outbound calls in real-time will be shown in this component.
Notes:
- To set up transcriptions, please follow the instructions provided in the AI Launchpad article.
- Transcriptions are not available on internal calls.
- To leverage Talkdesk real-time transcription with SF Einstein Next Best Actions follow this article.
Voicemails
Voicemails utilize the Voicemail Studio component, which allows customers to leave voice messages if there is no answer, no match, or no agents available for a call.
Voicemail management happens on the Talkdesk side. To learn how to set up voicemails, please read the Voicemails article. Talkdesk for Salesforce Voice follows these configurations accordingly.
After Call Work
After a call ends, agents often need time to complete follow-up tasks before their next interaction. Talkdesk for Salesforce Voice offers after call work capabilities to support the agent:
After Call Work Status
The agent presence status in the omnichannel widget will accurately reflect the equivalent mapping to their After Call Work status in Talkdesk, ensuring consistent visibility across platforms. If an agent changes their status during the ACW period, this updated status will take effect in Talkdesk after the After Call Work period officially ends.
After Conversation Work Component
The After Conversation Work Component is displayed at the end of a call within the Voice Call record. It includes a timer that shows how much remaining after call work time the agent has. If configured, agents can also extend this time to ensure all tasks are completed. More about the setup of this component here.
When the timer ends, the after call work period for the agent ends and their presence status will be updated accordingly. If the agent doesn’t have the After Conversation Work component, then the after call work period will end when the agent closes the voice call record.
Talkdesk Copilot
Talkdesk Copilot can be embedded within the Voice Call record to provide agents with valuable post-call information like suggested dispositions, a concise call summary, and agent next steps.
Furthermore, if the “Copilot Disposition and Call Summary” is enabled, the "Call Resolution" and "Description" fields within the Voice Call record are automatically populated at the end of the call using Copilot's suggested Disposition and Call Summary, respectively. More about how to enable this setting here.