Connections

Overview

Talkdesk Connections™ allows you to autonomously configure a connection to third-party APIs and as well as the actions you want to execute, which can be used across Talkdesk® products, such as within a Studio flow.

Connections Concept

Connections enables you to be autonomous in configuring custom integrations/connections and custom actions (data pushes and data dips) and, then, executing them via, for instance, a Studio Execute Action component on third-party APIs. This opens the door to business cases not covered by current out-of-the-box integrations.

With Connections, it's possible to quickly and autonomously add custom integrations/connections through a simple, no-code interface. Not only does it allow leveraging the data in any third-party system, but Connections also complements it with call center-related information.

The most common use case is for configured custom actions to be used within a Studio flow. The result: informed routing decisions, efficient agents, improved automation, and quick paths to resolution.

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Connections doesn't support Contact/Agent Sync. If you require any of these, you must get them via a Custom Integration.

Connections Demo

Custom Integration

Although typically a custom integration aims to offer access to a system that is not supported by Talkdesk out-of-the-box integrations, it can also be used to connect with the same systems with which Talkdesk already integrates, but where the user wishes to extend its features further from the ones already offered.

Custom Action

A custom action represents a request that can be performed on an external system.
Each custom connection to a system may have several custom actions configured. They can be both data dips or data pushes, with which you can get, create, update or delete information from/in the configured custom connection.

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Custom Action - Action

From here onward, custom action will be referred to as action.

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Executing an action

Automations

An automation is composed of a trigger and an action.

Whenever an event occurs, an action will be triggered in the connection. You configure this action autonomously, and it will be executed on the external systems configured in the custom connection. This allows for reducing agents’ manual work.

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Troubleshooting

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