Express API

Overview

The Talkdesk Express API empowers Talkdesk partners to run their Express Business with Talkdesk in a programmatic fashion. This API eliminates the need to log into any Talkdesk interface, allowing partners to seamlessly manage their resold instances, ensuring a fully dematerialized experience.

It encompasses 4 key endpoints whose entitlement is only granted to signed and enabled partners of Talkdesk.

Business Context

What You Achieve with the Talkdesk Express API
When using the Talkdesk Express API, you can enhance operational capabilities, improve customer satisfaction, and support business growth and scalability. You can programmatically initiate new Talkdesk Express trials and seamlessly transition from trial accounts to paid subscriptions. The API also allows you to adjust license counts flexibly and cancel subscriptions programmatically. Additionally, you can manage multiple accounts and trials remotely without accessing the Talkdesk interface.

Which Business Problems Does the Talkdesk Express API Solve?
Traditional manual workflows for starting trials, converting accounts, and managing subscriptions often lead to delays and errors. The Talkdesk Express API automates these processes, reducing manual workload and accelerating operations. It addresses scalability issues by programmatically enabling the seamless handling of numerous accounts and trials, eliminating manual processes' resource-intensive nature. By automating account management tasks, the API ensures a consistent and reliable customer experience, mitigating the inconsistencies caused by manual methods. It also facilitates full remote account management, allowing operations from anywhere without logging into the Talkdesk interface. Additionally, the API provides a secure and error-free way to manage contract changes, reducing potential disputes and improving customer trust. Lastly, it streamlines the conversion of trial accounts to paid subscriptions, enhancing revenue realization by ensuring quick and efficient transitions.

What Does the Talkdesk Express API Not Support?
While the Talkdesk Express API offers robust capabilities for managing Talkdesk Express accounts, it has certain limitations. It does not support advanced customization, branding of the Talkdesk user interface, or provide real-time analytics or detailed reporting. The API lacks comprehensive tools for managing individual user permissions and roles, creating custom workflows or automation beyond predefined account management functions, handling specific security configurations and compliance checks, and supporting direct customer support interactions or ticketing systems. Understanding these limitations can help you set realistic expectations and plan for any additional tools or integrations you might need.

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Use Cases

Automated Trial Onboarding and Conversion
A Talkdesk partner company aims to streamline the onboarding process for new customers interested in their customer support solution. By utilizing the "Instantiate a Trial" endpoint, the partner can automate the initiation of new Talkdesk Express trials for prospects. Furthermore, the API allows for the automatic conversion of these trials into paid subscriptions once the trial period ends or when the customer decides to purchase, simplifying and accelerating the transition process.

Partner Marketplace Subscription Management
A Talkdesk partner running its own marketplace and managing multiple clients using Talkdesk Express needs a streamlined way to handle subscription amendments and cancellations. By leveraging the API, the partner can efficiently manage subscription changes for their clients, including adjusting license counts and canceling subscriptions when contracts are terminated, ensuring smooth and effective account management.

Endpoints

Instantiate a Trial
To initiate the provisioning process for a specific Talkdesk instance running Express, users can access the "Instantiate a Trial" endpoint: Instantiate a Trial .

Get Contract Actions
To get a list of contract actions for a specific Talkdesk instance running Express, users can utilize the "Get Contract Actions" endpoint: Get Contract Actions

Get Reseller Contract Information
To retrieve information such as the number of seats, account status, workflow next transition date, and status for a specific Talkdesk instance running Express, users can access the "Get Reseller Contract Information" endpoint: Get Reseller Contract Information.

Create Contract Actions
To create a contract action, such as subscribing, amending, or canceling an Express contract for a specific Talkdesk instance, users can leverage the "Create Contract Actions" endpoint: Create Contract Actions

The following contract actions are available and can take up to 24 hours to be fulfilled:

New Contract
The account must be running a trial (check the “trial” parameter in the endpoint: Get Reseller Contract Information. The account status (account_status parameter in the endpoint: Get Reseller Contract Information must be ACTIVE or SUSPENDED (this means that, after the trail has finished, the account can still be converted, as long as the account is not TERMINATED or CANCELED).

Amend Contract
The account must be under a contract - not in trial (check the “trial” parameter in the endpoint: Get Reseller Contract Information. The total number of licenses after the amendment must be greater than 0 and a maximum of 25. The account status must be ACTIVE ((account_status parameter in the endpoint: Get Reseller Contract Information. For downward amendments only - the amendment is only applied at the end of the then-current month. After a downward amendment is performed, the contract cannot be amended again in the same month.

Cancel Contract
The account must be under a contract - not in trial (check the “trial” parameter in the endpoint: Get Reseller Contract Information. The cancelation of the contract is only applied at the end of the then-current month.

Usage

• Create Contract Actions
• Get Contract Actions
• Get Reseller Contract Information
• Instantiate a Trial

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Availability Date

The Talkdesk Express API is in GA since the 5th of July, 2024.

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Troubleshooting

If you have any questions regarding the usage of the Talkdesk Express API, or if you’re having any technical issues, please open a ticket using this form.