Important Note: This feature is available in Preview for select customers.
Please navigate the sections below to find the items supported by Talkdesk Automation Flows.
Multistep Flows
An integration flow allows you to build multistep automations with the following structure:
- Trigger: Defines when the flow should be executed - mandatory first step
- Steps: These include behavior steps and action steps, which define the path(s) of the flow. Additionally, you can use the Split Flow component to define different conditional paths within a flow
- End (This step is mandatory): Component that marks the end of the flow.
To see the complete list of available components, please check this article.
Multi-Integration Flows
Automation flows support business processes that can interact with external systems or with other Talkdesk products.
Using the Execute Action component allows you to trigger actions in external systems (e.g., creating a ticket in Zendesk). A single flow can include multiple Execute Action components (in sequence and/or in different flow paths), enabling actions across different integrations. Actions from different integrations can be used on a single flow.
For internal Talkdesk products, Automation Flows can currently invoke only AI Agents. To do this, you must use the dedicated AI Agent component, which allows you to trigger AI Agent interactions as part of your flow.
Note: The Execute Action component supports Connection actions only. Support for OOTB (out-of-the-box) integration actions will be available soon.
Trigger Types
Automation Flows can be started by different types of triggers, each enabling specific use cases:
- Talkdesk Event Trigger: Starts a flow in response to a Talkdesk event, such as a call, ticket update, or other system event.
- On-Demand Trigger: Starts a flow via an API call, allowing external systems or services to initiate automation flows on demand. This can also be used internally in Workspace Designer.
- (In development) Time-based Trigger (Scheduler): Starts a flow according to a defined schedule, enabling processes to run at specific times or intervals.
Note: Only 1 trigger can be configured per flow
Filter a Flow
It is possible to apply filters to a flow (example, to only execute an action when certain conditions are met) with the Split Flow component (if necessary, combining with a Get Context component). This allows you to define conditional paths and selectively execute actions based on specific criteria.
Note: Direct filtering of a flow at the trigger level is not currently supported. Filtering must be implemented through component logic as described above.
Using Variables
Variables are used during the flow execution to store or retrieve data. By default, all components’ outputs are automatically set as variables of a flow. For instance:
- If using a Talkdesk Event trigger, by default, all the event fields and associated value providers are automatically set as variables and available on the downstream steps.
- If using an action with defined outputs on an Execute Action, the outputs are set as variables by default.
It is also possible to use custom variables or system variables in a flow
- Custom Variables: created and defined by the users, mainly to support constants. They can be used on the components as reading operations and can be created or updated.
- System variables: dynamic variables that change during an automation’s execution process. The system variables are fixed, i.e., they are predetermined and prespecified by our internal teams and should not be overridden. They can be used on the components as reading operations.
Notes:
- On a given component, it is only possible to map variables from previous steps
- It is possible to map Studio context variables with the Get Context component
-
Currently, it is only supported to map fields with variables or values independently. This is, it is not possible to support mapping values and variables to a single field
- Example: “Ticket created for interaction {{interaction_id}}”.