Custom Connection

New Connection

Go to the same place where any other integration is configured (make sure you are logged in to your Talkdesk account): Admin (1 - Figure 1) → Integrations (2 - Figure 1) → Add New Integration (3 - Figure 1).


Figure 1 - Integrations manager

Here it's possible to see all the configurable integrations, as well as the new custom integration powered by Talkdesk Connections™.


Figure 2 - Custom integration powered by Connections

Custom Connection

After clicking Add Integration (Figure 2), you are taken to the Add Custom Integration page (Figure 3).


Figure 3 - Add Custom Connection page

Name (1) and Description (2), from Figure 3, identify the custom connection. For instance, in this case, the custom connection points to a pizza delivery system.

The Base path (3 - Figure 3):

  • Points to the URL of the system.
  • Indicates if it’s HTTP or HTTPS.
  • Must not include any query parameters.
  • Must not point to a specific action (endpoint).

Authentication Type

The Authentication type (4 from Figure 3,) indicates how to authenticate with the external system. In this example, No Authentication is selected because the system doesn’t require any.

Depending on the selected authentication type, new configuration options appear. For instance, if HTTP Basic was selected, it would be necessary to indicate the corresponding username and password.


Supported authentication types


Figure 4 - HTTP Basic Authentication type configuration

Other Settings

If any headers are required, they must be added in 5 - Figure 3. In this case, no headers were configured, but if the user were to add a new one (by clicking Add header), the options above would appear.

In Figure 5, a header with key X-Api-Version and value v2 is configured. This means that whenever an action configured for this custom connection is executed, this header is sent.


Figure 5 - Header configuration


Headers for Authentication Purposes

The information configured in the headers is not encrypted, so these headers must not be used to communicate sensitive information such as the authentication details.


Click Save (6 - Figure 3), and the custom integration will be saved.
If the Save button is not enabled, then there must be an error in the configuration (check again if all the required fields were filled correctly).

After clicking Save, you will land on this page (Figure 6).


Figure 6 - Empty list of automations

At the end, you are redirected to the custom connection page.

By default, the Automations tab (1 - Figure 6) is selected. Here, the custom automations of that custom connection are listed. As this custom connection has just been added, the page will show no automations.

By clicking the Settings tab (3 - Figure 6), you can see the configuration of the custom connection, as shown below.


Figure 7 - Custom connection settings tab


Action on Zendesk

If you want to execute an action on a new Zendesk instance, a custom connection with Zendesk must be added.


How to Edit a Custom Integration


Configuration Authentication outside Connections

Please note that if you are able to successfully configure an authentication on a product other than Connections (e.g. Postman), it does not mean the same configuration will work on Connections, as they are different products with different capabilities.


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