Automated Notifications API

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This API is not self-service. The Automated Notification API feeds events, and it is only at this moment, using this API, that you are autonomous. You have to contact Talkdesk to configure the rules.

Overview

The Automated Notifications API, a Talkdesk Predictive Dialer™ solution, allows the creation of events that, when matched with existing rules, will generate notifications. A notification will have the event information and will follow the rule’s guidelines. The notifications are automated and will be triggered when it’s the right time.

Main Concepts

Rules

To use the Automated Notifications API, it is necessary for the account to have rules already created. To create new rules, you have to contact Talkdesk.
Rules exist to match the events that are created via the API (they match when they have the same event type), and when that happens, the API will create notifications using the information from rules and from events.
Rules have some guidelines for ‌notifications:

It is on the rules that it is determined when a notification will be triggered: if it will be triggered on the primary date, or on the secondary date of an event, or with an offset on any of those dates (the offset can be defined in units of hours, days, or weeks).
Rules can also define if the event matching will generate just one notification, or if it will generate multiple notifications with a recurrence. The periodicity of the recurrence can be defined in units of hours, days, or weeks. The ending of the recurrence can be defined on a fixed number of occurrences or on a date (on the primary date or on the secondary date of an event or with an offset on any of those dates).
Another guideline that rules can follow is the calendar preferences that will determine if the notifications can be triggered on any day of the week or at any hour, or if there are schedule restrictions. Additionally, it is possible for the rules to have a group of topics, so later the contacts can subscribe to and unsubscribe from the notifications related to those topics.

Events

You define what an event will be.
Events have specific information: it is on the events that there is the date used to schedule the notifications (events have a primary date and can have a secondary date). Events also contain the contact information that will receive the generated notifications (that information has the contact name and the channel used to send the notifications: email or SMS). An event can have additional data containing specific properties of the event.
When an event is created, it will match every existing rule that has the same event type, and every match will generate (or not, depending on the rules' guidelines) notifications.

Notifications

Consist of events + rules. You define what the notification will be. It will have the event information and will follow the rules guidelines. The notifications are automated and will be triggered when an event is created (when it’s the defined time).

Topics (Optional)

You can add topics to the rules, so the contacts can subscribe to and unsubscribe from the notifications related to those topics. For that, a topic needs to be created using the API and later, when a rule is created or updated, a topic can be added to the rule.

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Use Case
As a real life example, consider the case where a health clinic wants to notify its patients 24 hours before every medical appointment. For that, it is necessary to have a rule previously created that will generate a notification 24 hours before the primary date of an event and with event type appointment. Then, using the Automated Notifications API, the clinic can create an event for every medical appointment with the event type appointment, the primary date as the appointment date and the other required information such as the patient’s contact information. Every time the clinic creates an event, it will match with the rule because of the same event type, and it will generate a notification that will be triggered 24 hours before the primary date of that event.

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Access and Registration
Authentication

Usage

1 - Email Talkdesk, asking to configure the rules and the Studio Flow trigger

2 - Create the events and the topics

Creating an event

You need to already have a rule configured. Then make a POST request to /automated-notifications/events to create an event with the same event type of the rule so that they match (the type goes in the request body).
When an event is created, it will match all the existing account rules that have the same event type as the event, and then notifications will be generated with that information. The notifications are automated and will be triggered when it’s the right time.

Creating a topic (optional)

It is possible to add topics to rules, so the contacts can subscribe to and unsubscribe from ‌notifications related to those topics. For that, a topic needs to be created using the Automated Notifications API and later, when a rule is created or updated, a topic can be added to the rule.
To create a topic, make a POSTrequest to /automated-notifications/topics.
Once the rule and the flow trigger are created, the setup is ready, and you can start generating events autonomously. You will only need to contact Talkdesk again if you require new rules (this means a new setup will have to be configured).

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Supported Regions and Base URLs

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API Availability
Automated Notifications API has been in General Availability since October 2021.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.