Workato le permite integrar Talkdesk con otros productos soportados por el ecosistema de Workato a través de un Custom Connector.
El Custom Connector incluye y permite varios desencadenantes y acciones. Los triggers (activadores) deben ser emparejados con una Custom Integration impulsada por Connections en el lado de Talkdesk. En ella, debe añadir una acción utilizando uno de los siguientes esquemas json, dependiendo del activador que haya aplicado en el lado de Workato.
Lista de triggers (activadores) JSON
A contact is created (Un contacto es creado)
{
"$schema" : "http://json-schema.org/draft-07/schema#",
"title" : "Root",
"type" : "object",
"required" : [ "contact_name", "contact_email" ],
"properties" : {
"event" : {
"title" : "Event",
"type" : "string",
"default" : "{{event}}"
},
"contact_id" : {
"title" : "Contact ID",
"type" : "string",
"default" : "{{contact_id}}"
},
"account_id" : {
"title" : "Account ID",
"type" : "string",
"default" : "{{account_id}}"
},
"contact_first_name" : {
"title" : "Contact first name",
"type" : "string",
"default" : "{{contact.first_name}}"
},
"contact_last_name" : {
"title" : "Contact last name",
"type" : "string",
"default" : "{{contact.last_name}}"
},
"contact_name" : {
"title" : "Contact name",
"type" : "string",
"default" : "{{contact.name}}"
},
"contact_email" : {
"title" : "Contact email",
"type" : "string",
"default" : "{{contact.email}}"
},
"contact_phone" : {
"title" : "Contact phone",
"type" : "string",
"default" : "{{contact.phone}}"
},
"contact_address" : {
"title" : "Contact address",
"type" : "string",
"default" : "{{contact.address}}"
},
"contact_company" : {
"title" : "Contact company",
"type" : "string",
"default" : "{{contact.company}}"
},
"contact_website" : {
"title" : "Contact website",
"type" : "string",
"default" : "{{contact.website}}"
},
"contact_title" : {
"title" : "Contact title",
"type" : "string",
"default" : "{{contact.title}}"
},
"account_email" : {
"title" : "Account email",
"type" : "string",
"default" : "{{account.email}}"
},
"account_name" : {
"title" : "Account name",
"type" : "string",
"default" : "{{account.name}}"
}
},
"additionalProperties" : false
}
An inbound call reaches the contact center (Una llamada inbound llega al contact center)
{
"$schema" : "http://json-schema.org/draft-07/schema#",
"title" : "Root",
"type" : "object",
"required" : [ "account_id" ],
"properties" : {
"event" : {
"title" : "Event",
"type" : "string",
"default" : "{{event}}"
},
"call_id" : {
"title" : "Callid",
"type" : "string",
"default" : "{{call_id}}"
},
"interaction_id" : {
"title" : "Interaction id",
"type" : "string",
"default" : "{{interaction_id}}"
},
"contact_id" : {
"title" : "Contact id",
"type" : "string",
"default" : "{{contact.id}}"
},
"account_id" : {
"title" : "Account id",
"type" : "string",
"default" : "{{account_id}}"
},
"contact_phone_number" : {
"title" : "Caller's number",
"type" : "string",
"default" : "{{contact_phone_number}}"
},
"interaction_context_id" : {
"title" : "Interaction context ID",
"type" : "string",
"default" : "{{interaction_context_id}}"
},
"talkdesk_phone_number" : {
"title" : "Contact Center number",
"type" : "string",
"default" : "{{talkdesk_phone_number}}"
},
"contact_first_name" : {
"title" : "Contact first name",
"type" : "string",
"default" : "{{contact.first_name}}"
},
"contact_last_name" : {
"title" : "Contact last name",
"type" : "string",
"default" : "{{contact.last_name}}"
},
"contact_name" : {
"title" : "Contact name",
"type" : "string",
"default" : "{{contact.name}}"
},
"contact_email" : {
"title" : "Contact email",
"type" : "string",
"default" : "{{contact.email}}"
},
"contact_phone" : {
"title" : "Contact phone",
"type" : "string",
"default" : "{{contact.phone}}"
},
"contact_company" : {
"title" : "Contact company",
"type" : "string",
"default" : "{{contact.company}}"
},
"contact_title" : {
"title" : "Contact title",
"type" : "string",
"default" : "{{contact.title}}"
},
"contact_address" : {
"title" : "Contact address",
"type" : "string",
"default" : "{{contact.address}}"
},
"contact_website" : {
"title" : "Contact website",
"type" : "string",
"default" : "{{contact.website}}"
},
"phone_vip" : {
"title" : "VIP phone number",
"type" : "string",
"default" : "{{phone.vip}}"
},
"phone_ivr" : {
"title" : "Using IVR",
"type" : "string",
"default" : "{{phone.ivr}}"
},
"interaction_type" : {
"title" : "Interaction type",
"type" : "string",
"default" : "{{interaction.type}}"
},
"account_email" : {
"title" : "Account email",
"type" : "string",
"default" : "{{account.email}}"
},
"account_name" : {
"title" : "Account name",
"type" : "string",
"default" : "{{account.name}}"
}
},
"additionalProperties" : false
}
An outbound call ends (Una llamada outbound termina)
{
"$schema" : "http://json-schema.org/draft-07/schema#",
"title" : "Root",
"type" : "object",
"required" : [ "account_id" ],
"properties" : {
"event" : {
"title" : "Event",
"type" : "string",
"default" : "{{event}}"
},
"call_id" : {
"title" : "Callid",
"type" : "string",
"default" : "{{call_id}}"
},
"interaction_id" : {
"title" : "Interaction id",
"type" : "string",
"default" : "{{interaction_id}}"
},
"contact_id" : {
"title" : "Contact id",
"type" : "string",
"default" : "{{contact.id}}"
},
"account_id" : {
"title" : "Account id",
"type" : "string",
"default" : "{{account_id}}"
},
"agent_id" : {
"title" : "Agent id",
"type" : "string",
"default" : "{{agent_id}}"
},
"total_duration" : {
"title" : "Total duration",
"type" : "string",
"default" : "{{total_duration}}"
},
"duration" : {
"title" : "Call duration",
"type" : "string",
"default" : "{{duration}}"
},
"waiting_time" : {
"title" : "Waiting time",
"type" : "string",
"default" : "{{waiting_time}}"
},
"hold_time" : {
"title" : "Hold time",
"type" : "string",
"default" : "{{hold_time}}"
},
"hangup" : {
"title" : "Hangup reason",
"type" : "string",
"default" : "{{hangup}}"
},
"proactive_outbound" : {
"title" : "Launched by Outbound Dialer",
"type" : "string",
"default" : "{{proactive_outbound}}"
},
"tags" : {
"title" : "Call ringing groups",
"type" : "string",
"default" : "{{tags}}"
},
"talkdesk_phone_number" : {
"title" : "Contact Center number",
"type" : "string",
"default" : "{{talkdesk_phone_number}}"
},
"contact_phone_number" : {
"title" : "Called number",
"type" : "string",
"default" : "{{contact_phone_number}}"
},
"agent_name" : {
"title" : "Agent name",
"type" : "string",
"default" : "{{agent.name}}"
},
"agent_email" : {
"title" : "Agent email",
"type" : "string",
"default" : "{{agent.email}}"
},
"agent_tags" : {
"title" : "Agent ringing groups",
"type" : "string",
"default" : "{{agent.tags_list}}"
},
"contact_first_name" : {
"title" : "Contact first name",
"type" : "string",
"default" : "{{contact.first_name}}"
},
"contact_last_name" : {
"title" : "Contact last name",
"type" : "string",
"default" : "{{contact.last_name}}"
},
"contact_name" : {
"title" : "Contact name",
"type" : "string",
"default" : "{{contact.name}}"
},
"contact_email" : {
"title" : "Contact email",
"type" : "string",
"default" : "{{contact.email}}"
},
"contact_phone" : {
"title" : "Contact phone",
"type" : "string",
"default" : "{{contact.phone}}"
},
"contact_company" : {
"title" : "Contact company",
"type" : "string",
"default" : "{{contact.company}}"
},
"contact_title" : {
"title" : "Contact title",
"type" : "string",
"default" : "{{contact.title}}"
},
"contact_address" : {
"title" : "Contact address",
"type" : "string",
"default" : "{{contact.address}}"
},
"contact_website" : {
"title" : "Contact website",
"type" : "string",
"default" : "{{contact.website}}"
},
"phone_vip" : {
"title" : "VIP phone number",
"type" : "string",
"default" : "{{phone.vip}}"
},
"phone_ivr" : {
"title" : "Using IVR",
"type" : "string",
"default" : "{{phone.ivr}}"
},
"interaction_type" : {
"title" : "Interaction type",
"type" : "string",
"default" : "{{interaction.type}}"
},
"account_email" : {
"title" : "Account email",
"type" : "string",
"default" : "{{account.email}}"
},
"account_name" : {
"title" : "Account name",
"type" : "string",
"default" : "{{account.name}}"
}
},
"additionalProperties" : false
}
Póngase en contacto con Talkdesk Support para obtener más información sobre las plantillas y los atributos, o si tiene alguna pregunta sobre lo anterior.