T4SV agents can leverage Talkdesk Digital Channel directly inside Salesforce by having the Conversations app embedded.
Notes:
- To enable this functionality, please reach out to your Talkdesk representative.
- When enabling this feature, the voice channel inside Conversations will be turned off at an account level. Make sure all agents are leveraging voice inside Salesforce Voice before enabling this functionality.
Assign Users to the Conversations App
- Select the apps icon and click to manage Conversations.
- Select all users who should have access to Talkdesk Digital Channels.
Embed the Conversations App inside Salesforce
Follow the Configuring the Talkdesk Utility Bar Widget in this article and select Talkdesk_Conversation as the Talkdesk Layout Component.
You can also select the Talkdesk_Workspace component if you wish to embed the whole Talkdesk Workspace environment.
Note: The minimum size recommended to use digital channels in the utility item is 720x540.
Receiving Talkdesk Digital Interactions inside Salesforce
For the Conversations app to load, users need to be logged into the SCV omni-channel; otherwise, an error will appear prompting the agent to log in.
After embedding the Conversations App and logging into the omni-channel, users will have access to all the channels they were assigned to directly within Salesforce.
The voice interactions will be received in the omni-channel widget, and digital interactions will be displayed in the embedded widget, without disrupting each other.
Notes:
- Copilot cannot be embedded in Salesforce for this solution to work. This is expected to be a temporary limitation.
- The agent’s capacity weight for digital channels will be managed in Talkdesk. This information will not be displayed in Salesforce Omni-Supervisor.