How can we help?

Automating tasks in Zingtree Integration

Follow

With automated tasks, your agents can have access to the script they should use within their calls without having to switch between systems. You can create the following rules (and more):

  • When a call starts, create a decision tree instance in Zingtree.
  • When a call starts, create and pop a decision tree instance in Zingtree.
  • When a call ends, delete a decision tree instance in Zingtree.

To configure an automated task, please follow these steps:

image2.png

  1. Log in to your Talkdesk account as an Administrator.
  2. Navigate to Admin [1] > Integrations [2]
  3. Click on Zingtree [3]

image3.png

  1. Click Add New Automated Task or Add your first automated task for Zingtree [4] if you don’t have any yet. This will direct you to a page where you can define your new automation’s parameters according to your needs. 
  2. Click Save at the bottom of the page to activate the integration.

 

Example: Creating and Popping a Tree Sessionin Zingtree

Follow these steps to set up an automated task to create a decision tree instance pre-filled with the relevant contact information and pop it in a new tab in the agent’s browser when the call starts. In this instance, we’ll fill the decision tree session with the number of months to which the client will subscribe.

image5.png

In Section 1, “Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like, ‘When “an Outbound call starts’ [5] in Talkdesk then ‘Create Tree’ [6] in Zingtree”.

You can click Add filter in section 2, “Define event,” to fire this automation only when certain conditions are met. 

See our full documentation on Automated Tasks Filters for more information. 

image1.png

In Section 3, “Define action”, you can customize the details sent to Zingtree by dragging the relevant fields into the text boxes. For this example, it’s necessary to set up the Tree ID [7] that identifies the tree in Zingtree and the Session ID [8], which is what identifies the particular instance of this tree. The data that should be used to fill the tree identified in Tree ID [7] should be defined in Data in JSON Format [10]. This last field depends on the fields required for the tree identified in the Tree ID [7] (as the name suggests, this must be a valid JSON).

If you also want the decision tree instance to pop in a new tab in the agent’s browser, select Yes in the Pop Decision Tree [9] option.

For more information, read the article Automated Tasks Fields.

Once the configuration is complete, click Save at the bottom of the page to activate the automation. You can disable and re-enable this trigger at any time by switching the toggle button to OFF / ON

 

Delete a Decision Tree Instance in Zingtree

After the call, the decision tree instance created in the previous example is no longer needed and should be deleted.

 In Section 1, “Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like, “When an Outbound call ends in Talkdesk then delete session in Zingtree”.

image4.png

 In Section 3, “Define action”, you can customize the details sent to Zingtree by dragging the relevant fields into the text boxes. For this example, the session being deleted is the one created when the call started in the previous example. As such, the Session ID [11] must be the same as in [8].

For more information, read the article Automated Tasks Fields.

Once the configuration is complete, click Save at the bottom of the page to activate the automation. You can disable and re-enable this trigger at any time by switching the toggle button to OFF / ON.

 

 

 

All Articles ""
Please sign in to submit a request.