Setting up Talkdesk for Service Cloud Voice

Talkdesk for Service Cloud Voice (T4SCV) integrates Talkdesk voice communications with Salesforce Service Cloud Voice – all in one central view embedded within the Salesforce UI.

In order to use the full capabilities of this product, the following is required:

  • Service Cloud Voice licenses.
  • Salesforce org using the Lightning Experience UI.
  • Talkdesk For Salesforce package (at least version 5.3 installed and integrated).

To set up Talkdesk for Service Cloud Voice in your Salesforce org, please follow the steps below.


Enabling Omni-Channel in the Salesforce org

Enabling Service Cloud Voice

Installing Talkdesk for Service Cloud Voice Managed Package


Creating the Contact Center

Assigning Contact Center to Users

Configuring Salesforce Omni-Channel Statuses

Mapping Omni-Channel status to Talkdesk status

Disabling Inbound/Outbound Dispositions

Configuring Your Console App for Service Cloud Voice

Other Configurations


Enabling Omni-Channel in the Salesforce org

Before installing the managed package, Omni-channel must be enabled in the Salesforce org.  To activate it, follow these steps:


  1. Go to Setup and select  Omni-channel Settings [1] under Omni-channel
  2. Tick the “Enable Omni-Channel” checkbox [2].
  3. Click Save [3].


Enabling Service Cloud Voice

To enable SCV, follow these steps: 


  1. On Setup, choose Partner Telephony Setup [1].

Note: Make sure you have a Salesforce custom domain set on your org.

  1. Click the toggle to enable the Service Cloud Voice [2].


Installing Talkdesk for Service Cloud Voice Managed Package 

Make sure you are a System administrator in Salesforce and Talkdesk with permissions to install packages in the Salesforce org. Go to App Exchange and install the Talkdesk for Service Cloud Voice managed package for Admins only:



Creating the Contact Center

To create the contact center, make sure the integration of the Talkdesk for Salesforce package is completed. Otherwise, the Setup button will be disabled.

Search for Talkdesk Contact Center on the app launcher then open this app. Then:


  1. Navigate to the SCV Talkdesk Admin tab.
  2. Select the SCV Setup Data tab [1], click Setup [2]. The XML file will be downloaded.
  3. Choose Salesforce Setup [3].


  1. In the Setup page, click on the Create Contact Center [3] button.
  2. Select the appropriate contact center based on region and environment.
  3. Choose Next [4].
  4. Upload the XML file you just downloaded.


  • The Salesforce Integration User License should not be used in Salesforce to integrate T4SF or T4SCV. The license will cause several problems, including Talkdesk activities not being created and contact and agent sync failing.
  • The integration user should have access level to All Email on Salesforce, to be able to proceed with the Setup.
  • The default region is the US.
  • The regions have to match between the Talkdesk account and the T4SCV contact center. If they don’t, an error will be shown and the contact center will not be created.

Now you can update the Country Code prefix. When making a call, if a country code isn’t provided, Salesforce appends the country code specified in the call center settings. 


  1. Click on the contact center created - Talkdesk for SCV [1].
  2. Edit the Country Code prefix you want to use as default.


Assign Contact Center to Users

Users must be created on both the Talkdesk and Salesforce sides and must have the same email address to be recognized as the same user.

Note: If the above requirement is not met, some features, such as presence sync and call transfers, will not work.

To activate and assign a contact center to users, follow these steps:


  1. Click the Talkdesk Admin tab [1].
  2. Go to Users [2].
  3. Click Add User [3]. The users can be selected in bulk, just make sure they all should have the same role and contact center.


  1. Select the user role [4] and the contact center [5] you want to assign.

When you select a role and a contact center, the permission sets will be automatically assigned to the user.

When assigning the Talkdesk for SCV contact center to a user, their Wrap-up Settings in Talkdesk will be automatically updated to:

  • Wrap-up stage and Internal Transfers enabled.
  • Wrap-up form disabled.

These settings are essential for a user to be able to receive/perform calls in SCV.

If you need to change the user role or contact center of already active users, follow these steps starting from the same tab:


  1. Select Active Users [1].
  2. Select the user you want to configure.
  3. Select the appropriate action: Change Role [2], Change CTI [3], or Deactivate [4].

Note: Talkdesk for Service Cloud Voice is not compatible with Talkdesk Conversations App. Make sure Talkdesk Conversations App is disabled for users using T4SCV.


Configuring Salesforce Omni-Channel Statuses


  1. Go to Setup and search for Omni-Channel [1].
  2. Click on Presence Statuses [2] to start creating and editing your Omni-Channel statuses.

Any newly added status should then be mapped to a Talkdesk status, as described in the following section.

Note: The newly created statuses must be added to each user’s profile before it can be applied.


Mapping Omni-Channel status to Talkdesk status

  1. Open the Talkdesk Admin tab [1].
  2. Go to the OmniChannel tab [2].
  3. Enable the status sync by switching the toggle to the right [3].
  4. Configure the mapping between Salesforce Omni-Channel statuses and Talkdesk statuses.


  • This configuration step is mandatory. Lack of configuration can result in desynchronized statuses. For instance, if an agent is set as available in Salesforce Omni-channel and set as “Busy” in Talkdesk, that agent will not receive any inbound calls.
  • Click refresh if, during this process, any custom status you created fails to appear in the table.
  • Presence sync is currently unidirectional, from Salesforce to Talkdesk, meaning that changes in Omni-Channel statuses should change to the corresponding status in Talkdesk, but the opposite is currently unavailable.
  • If the agent status is out of sync due to a loss of connection between Talkdesk and Salesforce, the agent will receive a warning toast prompting them to refresh the browser and the Talkdesk widget will pop up.
  • By default, the agent status will return to the Omni-channel status they had on before they started handling a call.
  • If there’s an error when automatically updating the Talkdesk status, the Talkdesk status will prevail and the Salesforce status will be updated.
  • If there’s an error when automatically updating the Salesforce status, the Salesforce status will prevail and the Talkdesk status will be updated. The exception to this, is if the Talkdesk status is “On Call”, in this case the Talkdesk status prevails.

Check this article for more information on status mapping.


Configuring Your Console App for Service Cloud Voice

To configure your console app for Service Cloud Voice, you will need to follow the Salesforce guide and add the Talkdesk Connector utility item to your console

To add the Talkdesk Connector, follow these steps:


  1. Go to Setup.
  2. Under Apps select App Manager [1].
  3. Click the dropdown next to the console app you want to add the Talkdesk Connector to, then click Edit [2].


  1. Under Utility Items [Desktop Only] [3], click Add Utility Item [4].
  2. Select Talkdesk [5].
  3. Make sure Start automatically is selected.

  4. “Click Save and Done.” 


Other Configurations

After Conversation Work Component 

The Voice Call record is the center of the SCV interactions, including management of after call work time. Salesforce allows you to configure a timeframe in which after call work can be performed, and during this timeframe the agent’s capacity will be reduced. 

Check here to find out how to configure and use the After Conversation Work component.


Auto Pop for Salesforce Cases

With Auto Pop Up for Salesforce Cases (also known as “auto case pop”), admins can configure Talkdesk to automatically display a new case to agents in Salesforce when a call is made or received.

When a voice call record is opened and in focus, the case will pop in a secondary tab. Otherwise, it will pop in a Salesforce primary tab.

Check here to learn how to enable the auto pop for Salesforce cases.


  • The case pop only works on console apps.
  • If Auto Pop Case is not working after installing T4SCV, please restart the  Enable Auto Pop Up Functionality setting (turn it off and on again).


Call Recording and Pause/Resume Functionality

When call recording is configured in Talkdesk for Service Cloud Voice, calls will be automatically recorded.

For privacy and legal compliance reasons, you might need to pause the recording when sensitive information is being exchanged and resume when it’s appropriate.

Check here to find out how to enable call recording, and here to find out how to enable the pause/resume functionality


Call Transcripts

Talkdesk for Service Cloud Voice provides real-time call transcription within the voice call records page. Check here how to access the call transcript within the voice call record.

Note: In order for the agent to have direct access to call transcripts, Copilot must be enabled for each agent that uses Talkdesk for Service Cloud Voice, as part of the setup process.


Configuring the Inbound Call Flow

To be able to receive inbound calls in Talkdesk for Service Cloud Voice, you need to configure a Studio flow in Talkdesk.

Check here to learn how to configure the inbound call flow.


Dynamic Outbound Call ID

To be able to define business rules to choose which outbound phone number is displayed when a call is launched, you need to enable the Dynamic Outbound Caller ID feature.

Check here to learn how to enable it.


Mask Phone Number

When the “Mask Phone Number” setting is enabled, the phone number displayed on the Omni-channel for outbound calls will be masked.

This can be enabled on Salesforce under SCV Talkdesk Admin > SCV Settings > Mask Phone Number.


Salesforce Features

Talkdesk for Service Cloud Voice supports several Salesforce features. To configure Salesforce features, please follow the instructions in the Salesforce help articles.


  • Only the first leg of the recording will be available for Einstein Conversation Insights. This means that if the call is paused or transferred, the recording will not be fully shared.
  • For Einstein Conversation Insights, voice call recordings are stored in Salesforce for two years and don’t count against your data storage limits. Click here to learn more about Security and Data Storage.
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