Overview
Agentless (Unattended) dialing allows you to create automated outbound campaigns that deliver contacts directly to Talkdesk Studio Flows without requiring live agent involvement. This is ideal for appointment reminders, notifications, and surveys.
Prerequisites
Before beginning the configuration, ensure the following requirements are met:
- Enablement: Advanced Dialer must be enabled and integrated with your Talkdesk instance.
- Backend Access: You must request enablement for Agentless backend configuration from both Noetica and the Talkdesk Dialer engineering team.
- Access Rights: Ensure you have Campaign Manager access.
- Assets: Studio Flow(s) must be created specifically for agentless interactions (separate flows for human vs. machine answers are recommended.
Configuring Trigger Destinations
To make Studio flows available in the Campaign Manager, you must first add them as destinations in Talkdesk Admin.
- In Talkdesk Workspace, navigate to Admin > Advanced Dialer Settings.
- Select Edit under the Trigger destinations section.
- Click Add Destination(s).
- Search for and select the Studio flow(s) intended for your unattended campaign.
- Provide a Destination name (this is the "friendly name" seen in dropdowns) and click Save.
Campaign Manager Setup
Once the destinations are set, move to the Campaign Manager to configure the campaign structure.
Entity and Workspace
- Entity Setup: Create a new entity with all required fields. This may already be completed if previous campaigns exist.
- Workspace: Ensure a workspace is created and associated with your entity.
Campaign Configuration
- In Campaign Manager, create a New Campaign.
- Set Campaign Type to Voice.
- Set Default Dialing Mode to Unattended Dialing.
- Set Application Type to Scripted App.
- Assign the relevant Teams and click Create Campaign.
List Settings & Dialing Logic
Configure the specific behavior of your outbound dialing within the List Settings.
| Setting | Configuration Value / Description |
| Unattended Lines to Use | Set the number of concurrent dialing lines (e.g., "1"). |
| Unattended Dialing Switch | Set to SWITCH01. |
| Studio Flow | Select the destination flow for Human answers. |
| Studio Flow On Answer Machine | Select the flow for AMD (Answer Machine Detection). |
| Dial Prefix | Set to 1 (required for successful dialing). |
Data Processing (Advanced Setup)
To extract specific contact details (like patient_id or appointment_date) during the call, configure data parsing in Studio.
1. Extract IDs from UUI Header
Use a Run Function component to parse the uui_header and extract the campaign_id and record_id.
- Input: uui_header (String)
- Outputs: campaign_id, record_id
2. Retrieve Contact Details via API
Use the Execute Action component to perform a GET request using the extracted IDs.
- Scope Access: dialer-integrations-records:read.
- Endpoint: https://api.talkdeskqa.com/dialer-integrations/campaigns/{{campaign_id}}/contacts/{{record_id}}.
Campaign Activation
- Import & Queue: Upload your records and create a Queueing Job with necessary filters.
- Schedule: Set the job schedule and ensure the Timetable has open calling hours.
- Activate: Set the campaign and list status to Active.