Custom Integration

Configuration

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

Figure 1 - Integrations ManagerFigure 1 - Integrations Manager

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 ConnectionsFigure 2 - Custom Integration powered by Connections

Figure 2 - Custom Integration powered by Connections

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

Figure 3 - Add Custom Integration pageFigure 3 - Add Custom Integration page

Figure 3 - Add Custom Integration page

Name (1) and Description (2), from Figure 3, identify the custom integration. For instance, in this case, the custom integration 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).

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.

Figure 4 - HTTP Basic Authentication Type ConfigurationFigure 4 - HTTP Basic Authentication Type Configuration

Figure 4 - HTTP Basic Authentication Type Configuration

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 integration is executed, this header is sent.

Figure 5 - Header ConfigurationFigure 5 - Header Configuration

Figure 5 - Header Configuration

At the end, 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 on the configuration (check again if all the required fields were filled correctly).

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

Figure 6 - Empty List of AutomationsFigure 6 - Empty List of Automations

Figure 6 - Empty List of Automations

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

By default, the Automations tab (1 - Figure 6) is selected. Here, the custom automations of that custom integration are listed. As this custom integration 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 integration, as shown below.

Figure 7 - Custom Integration Settings tabFigure 7 - Custom Integration Settings tab

Figure 7 - Custom Integration Settings tab

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Action on Zendesk

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

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How to Edit a Custom Integration

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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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