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Talkdesk Digital Engagement: Cross-Channel Features for Administrators

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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 Capacity Configuration 

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To access the option for Conversation Capacity 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:

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  • Configure conversation capacity: Below “AGENT CAPACITY” you will find a menu with 3 sliders. Dragging each one allows you to “Define each conversation weight” [5], per channel (SMS, Chat, and Email). The range is from 1 to 100.
  • “Restore to default values” [6]: By clicking this button, you will restore the capacity values for all channels. Default values for SMS, Chat, and Email are “5”, “30”, “5”.

Save your changes to apply your choices. 

 

Configuring Templates

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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].

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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

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

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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

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

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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

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You can access this menu by choosing Edit (from the More Actions button), on the template listing.

Each template’s content can be adjusted, in order to facilitate the distinction between each channel. 

For the “Email” channel, you can define rich text messages, as well as add links. For “SMS” and “Chat”, only plain text messages are allowed.

 

Notes: 

  • In order to be active, a template needs to have, at least, one active channel attributed to it.
  • Templates are only available for “Email”, “SMS”, and “Chat”.
  • 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 Integration with Knowledge Management

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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: In order to use templates, the Knowledge Management app needs to be installed.

 

To grant permissions in Knowledge Management, go to Talkdesk Classic > Admin > Roles and Permission > Knowledge Management. This menu will only be visible after the first collection is created.

 

Notes:

  • Agents need to have View access to “Article”, “Label”, “Space”, "Card" and “Topic”.
  • New roles need to have all the access permissions to “Article”, “Label”, “Space”, "Card", and “Topic”. This is so new roles can create templates under the Channel app.
  • To know more about how to grant permissions to certain roles or users in Knowledge Management, please refer to this article.

Wrap-up: Disposition Sets

Configuring a Disposition Set

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

 

Creating a New Disposition Set

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

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


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

 

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

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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].

 

Available AppConnect Apps with Digital Engagement

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

App

Type

Purpose

Recommended Roles

Channels App

Workspace canvas App

Manage channels settings and configurations

Administrator

Inbox App

Feature App

Access to Inbox/Queue

Agents

Conversation History App

Feature App

Access conversation details

Supervisors

Email App

Feature App

Access to Email channel

Agents, Supervisors

SMS App

Feature App

Access to SMS channel

Agents, Supervisors

Chat App

Feature App

Access to Chat channel

Agents, Supervisors

Facebook Messenger App

Feature 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.

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