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This article features a guide for Administrators to tools applicable to all available channels (Chat, Email, SMS) of Talkdesk Digital Engagement™.

• Conversation Weight
• Configuring Templates
• Managing Templates
• Creating a Template
• Editing a Template
• Channels Active for the Template
• Deleting/Deactivating Templates
• Templates Integration with Knowledge Management
• Managing Sound Notifications
• Priority Configuration
• Conversation Timeout Configuration
• Conversation Reopening Configuration
• Wrap-up: Disposition Sets
  • • • Configuring a Disposition Set
      • Creating a New Disposition Set
      • Creating a New Disposition
• SLA Policies Configuration
• Available AppConnect Apps with Digital Engagement

 

Conversation Weight

This feature allows you to configure the weights of each conversation for each of the digital channels from one to 100 points. This configuration is set at the account level.

Agents have 100 points of capacity, which means the value for each conversation weight varies depending on the business needs. Each admin should try to understand which configuration makes more sense to support their specific use case.

To access the option for Conversation Weight, go to Admin [1], choose Channels [2] and then select the Global settings tab [3]. 

Click the Edit button [4] to enter Edit mode. Then, you will be able to:

• Configure and “Define conversation weight” per channel (The range is from one to 100):
  • Dragging each of the slides allows you to “Define each conversation weight” [5],
  • Or by manually inputting the value in the text box [6].
• Restore to default values: 
  • By channel, clicking on the restore button on each line [7].
  • All channels, by clicking on the “Restore to default values” button [8].

Note:

The Default values are:

• SMS, Email → 5
• Chat → 30
• Facebook Messenger, WhatsApp and Digital Connect → 20

When you’re done, click Save [9] to apply your choices.

These values are not retroactive, which means that once the settings are changed they will only be applicable to new conversations. 

Example 1:

 

Assuming the configuration above, if an agent has already received 1 Voice, 1 Email, 1 FB and 1 SMS, (51+20+20+5 = 96 points) he/she won’t get any other conversation being pushed to him/her because there’s no space left to receive any other conversation (none conversation is configured to have four points or fewer).

 

Example 2:

Assuming the configuration above, If an agent has already received 1 Voice (51 points)  he/she won’t get any other conversation being pushed to him/her because there’s no space left to receive any other conversation (none conversation is configured to have 49 points or fewer).

 

Supervisors will be able to monitor the occupancy of each of the agents in Live Reporting.

Nevertheless, the same agent is able to pull new conversations from the Inbox manually because the Conversations weight only applies to the Push model (conversations that reach the Agent through the “Assign Agents to Message” component in Studio).

 

Configuring Templates

To configure your templates and view the available collections, go to Admin [1], choose Channels [2] and then select Templates [3]. 

From the list, you can click the More Actions button (...) [4], to delete a collection. Simply choose Delete to remove the collection. 

If no template collections have been created yet, press the + Create collection button [5].

This opens a new menu. Here, you must give your collection a “Title” [6] and define a “Language” [7] for the collection’s templates. Both these fields are mandatory.

Note: Once the collection has been created, its name cannot be changed.

 

Managing Templates

On the Templates menu, select a collection to view its templates.

The template listing features a “Channels” column [1] detailing which channels (“Email, “SMS” and/or “Chat”) that specific template is activated for.

Existing templates can be edited, deleted, or made inactive, by selecting the More Actions button (...) [2]. 

 

Notes: 

• Inactive templates won’t be available for Agents. 
• Deleted templates cannot be recovered.

 

Creating a Template

To create a new template, choose the + Create template button. 

A new menu will pop up, where you will be prompted to give it a “Title” [3]. Filling this field is mandatory. Click Create [4].

 

Editing a Template

For each template, you can adjust the content for each of the available channels. 

 

Note: To be active, the templates must have, at least, one channel active.

 

On email and digital connect channels, you can define rich text messages (including links). For the SMS and chat channels, only plain text messages are allowed.

The editing options are:

 

• • Insert Inline image (Email): For email channel, you can click the button to insert the inline image by using local image or online resource
  • Variables: You can insert variables into template messages by dragging and dropping. Alternatively, press the “Insert Variable” button and select from the dropdown list of variables.
  • Labels: Labels are used to tag the content to be ready to be fetched by other AI applications, such as Copilot, making sure the content is consistent both for virtual and human agents.

Note: When adding/editing a template, the channels sections that are available will depend on the channels provisioned for that account. For example, if the account only has “SMS” active, only the “SMS” section will be available.

 

Templates Configuration - Managing Templates

 

Channels Active for the Template

After accessing Admin > Channels you can see for which channels is the template activated for.

 

Deleting/Deactivating Templates

You can edit (see the Editing Templates section below) delete or deactivate templates at any time, by clicking the More Actions (...) button and selecting the desired option from the dropdown.

 

Important Notes:

• Deactivated templates will not be available for agents.
• Deleted templates will be permanently eliminated and cannot be recovered.

 

Templates Integration with Knowledge Management

Templates are stored on the Talkdesk Knowledge Management™ database. In case Knowledge Management is not available, the templates will not work.

Storage in the Knowledge Management system is done so that the AI engine and Talkdesk Digital Engagement™ feature the same data source. This will provide consistent answers, ensuring that virtual and human agents access the same information.

 

Note: To use templates, the Knowledge Management app needs to be installed.

 

To grant permissions in Knowledge Management, go to Admin > Roles and Permission > Knowledge Management.

 

Notes:

• New roles are required to have the “Create”, “Publish” and “Delete” permissions to Card to be able to manage templates under the Channels app.

• To know more about how to grant permissions to certain roles or users in Knowledge Management, please refer to this article.

 

Managing Sound Notifications

To access the option for Conversation Sound Configuration, go to Admin [1], choose Channels [2], and then select the Global settings tab [3]. 

Click the Edit button [4] to enter Edit mode. Then, you will be able to configure the following audio notifications for the following events:

 

• “Inbound conversation offered”
• “Auto-assigned conversation”
• “Transferred conversation”
• “New reply to ongoing conversation”

You will be able to select and hear different sounds when the above events happen, based on settings defined by the account’s administrators. Press Save to apply your options.

 

To configure the sound output device, go to Conversation Settings > Audio Settings > “Ringing output”.

 

Sound Configuration: Default Options

Events	Event Scope	Available Sound Options	Default Options
Inbound conversation offered	Triggered by the Talkdesk Studio “Assign Agents to Message” component, by using the “Manual accept” option in the “Offer type” section.	No sound Ascending Loop Bubbles Clean Joy Jumping Light Minimal Smile Soft Chime Strong Chime Subtle Swish Wooden Stick	Bubbles
Auto-assigned conversation	Triggered by the Talkdesk Studio “Assign Agents to Message” component, by using the “Auto accept” option in the “Offer type” section.		No sound
Transferred conversation	Triggered by the agent's 'Transfer' action on Conversations and the supervisor’s 'Transfer' action on Talkdesk Live reporting.		No sound
New reply to ongoing conversation	Triggered by a new reply message (from the contact person) to one of the conversations currently assigned to the agent.		No sound

 

Priority Configuration

Agents handling multiple conversations need to be able to prioritize their work according to the level of importance that admins attribute to each conversation.

The “Inbox” app’s priority level enables agents to manage the inbox by first addressing the most urgent conversations, which benefits agent productivity.

 

Using the View Mode

To configure priority indicators, go to Admin > Channels > Global settings > “Priority” [1]. By using the view mode, you can see the indicators configured for each priority level. Then, click the Edit [2] button to change the configuration.

 

Using the Edit Mode

Within the “Edit” mode, you can adjust the “Numbers” and the “Icons” displayed for each priority setting [1]. Click the restore button [2] to revert to the default values. Select the Save button to apply your changes [3].

 

Priority Configuration: Studio Component

To set up the priority value for agents, the following Talkdesk Studio™ components must be used: 

• “Assign agents to message” component: Use the “Priority” scale (1-10) to determine the priority.

• “Send to inbox” component: Use the “Priority” scale (1-10) to determine the priority.

For additional information on Talkdesk Studio and how to use it, please read our Talkdesk Studio documentation.

 

Conversation Timeouts Configuration

To configure the conversation timeouts rule, go to Admin > Channels > Global settings > “Conversation timeouts”.

Here, you’ll be able to see the rules that are presently configured for each of the channels.

To access Edit mode and make changes to the configuration, scroll to the “Conversations timeouts” section and click the Edit button [1].

On this tab, you will be able to see all the rules, along with the trigger and the actions associated with it.

Click Create rule [2] to make changes to the configuration.

Set up the rule by defining the trigger, action, and channels that it should be applied to. 

Note: At the moment, only the time period and the applied channels are configurable.

Conversation timeout (agent): When an agent is actively working on that conversation, a popup window will appear if the “Send to inbox” action is triggered.

 

Wrap-up: Disposition Sets

Configuring a Disposition Set

To configure the disposition set or disposition, go to Talkdesk Classic > Admin [1] > Dispositions [2].

 

Creating a New Disposition Set

Click on the New set button [1], to access the tab and fill in the set’s information.

After giving your set a name, indicating the “Call direction” and selecting the appropriate “Ring groups”, click on the Dispositions tab [2].

Use the Add dispositions button [3] to choose which dispositions should be under this set.

 

Creating a New Disposition

On the Dispositions tab [1], click on the New disposition button [2].

A “Disposition settings” tab opens, where you can fill in the disposition’s information: “Name” [3] and activate/deactivate it, by pressing the toggle [4].

 

Conversation Reopening Configuration

To configure the reopening rules, go to Admin > Channels > Global settings > “Conversation reopening”. In the read-only mode, you can see the conversation reopening rules configured for each channel. Click the Edit button [1] in “Conversation reopening” to be able to edit the rules.

 

Note: By default, the rules for each channel are deactivated, e.g. for the Email channel [2].

Note: As shown in the message at the top of the menu [3], conversations that are reopened will be automatically assigned to the last agent that handled this conversation.

Use the toggle [4] to activate or deactivate the rules for each channel. Active rules will be triggered to reopen closed conversations when the listed conditions are met. Inactive rules won’t be triggered to reopen any conversations.

Only when the listed conditions for a channel are all met [5] will the active reopening rule be triggered to open that channel's closed conversations.

You can also set up the maximum time duration of the last message [6]. If the last inbound/outbound message was received/sent before the configured time, the reopening rule will not be triggered.

 

SLA Policies Configuration

To begin configuring your policies, go to:

• Admin > Channels > Global settings > scroll to the “SLA Policies” section > click the Edit button.

Note: Keep in mind that SLA policies for each channel are deactivated by default. Before clicking the Edit button (within read-only mode), you can see the SLA policy configured for each channel.

 

Operational Hours

SLA policies are running on calendar hours, including after-work hours, weekends and holidays.

 

Time Threshold

You can set up the expected time threshold for first response time of inbound conversations of each channel.

For example, if you expect your agents to send the first reply to your customer’s emails within 36 hours, you can set the time threshold to 1 day and 12 hours for the Email channels.

 

Note: SLA policies of First Response Time will only be applied to inbound conversations. SLA policies of First Response Time will not be applied to outbound conversations.

 

Activating/Deactivating SLA policies

SLA policies for each channel can be activated/deactivated at any time. 

• Active SLA policies: Will be applied to inbound conversations that are created or escalated to agents after the activation. 
• Inactive SLA policies: Won’t be applied by inbound conversations that are created or escalated to agents after the deactivation.

If there is autopilot (virtual agent) engagement in inbound conversations, active SLA policies will be applied when the conversation is escalated to agents, instead of when the conversation is created.

Once you're done, click the Save button to finalize and activate your changes.

 

Available AppConnect Apps with Digital Engagement

The table below displays the list of the AppConnect Applications that are currently available with Talkdesk Digital Engagement.

App	Purpose	Recommended Roles
Channels App	Manage channels settings and configurations	Administrator
Inbox App	Access to Inbox/Queue	Agents
Conversation History App	Access conversation details	Supervisors
Email App	Access to Email channel	Agents, Supervisors
SMS App	Access to SMS channel	Agents, Supervisors
Chat App	Access to Chat channel	Agents, Supervisors
Facebook Messenger App	Access to Facebook Messenger channel	Agents, Supervisors

 

For more context and information on how to install AppConnect Applications, please refer to our Knowledge Base article on Installing and Uninstalling AppConnect Applications. For information on how to edit each role’s permissions, please check this article.