The Fetch Data component allows you to retrieve contact, queues, and team data directly from Talkdesk without the need to configure additional Talkdesk Connections™.

The Fetch Data component presents different information to the user based on the data type.

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Available in both Cards and Canvas flows.

Common Use Cases

Showing a Different Panel Based on the Queues

In this case, the user queues are being fetched, and by using a split flow component, it is determined if the user belongs to a support or sales ring group. Based on those conditions, a specific panel is presented to the user (Figure 1).

Figure 5 - Showing different panels based on the queue — Figure 1 - Showing different panels based on the queue

Showing Different Information on a Card Based on a Company Segment

Here, contact information is fetched, specifically company data, and a Split Flow component verifies whether the contact belongs to a company in a specific segment. Based on those conditions, different information on the card is presented to the user (Figure 2).

Figure 6 - Showing different information to the user — Figure 2 - Showing different information to the user

Data Types

The Fetch Data component retrieves three types of information:

Contact: data about a specific contact.
Queues: queue data from a user.
Role: user role name.
Team: team data from a user.
Integrations: integration data, including agent external ID.

Each data type has its own set of fields and a clear objective, as explained below.

Similar to the Execute Action component, the Fetch Data component has three different exits:

Success: when the data is successfully fetched.
Error: when the component can't fetch the data due to an API error.
Timeout: when the component can't fetch the data in 30 seconds.

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Like other components, a mandatory Component name (Figure 3 - 1) is required.

Figure 1 - Fetch data settings — Figure 3 - Fetch data settings

Contact

The Contact data type accepts a contact ID (Figure 4 - 1) and returns the Contact Name (Figure 4 - 2), Company (Figure 4 - 3), and Phones (Figure 4 - 4).

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There’s a system variable available - contact_id - that will always be populated with the associated contact during an interaction. If multiple contacts are found, the variable will remain empty until a contact is associated with the interaction.

Phones is an array of objects composed of a label and a number, as exemplified below:

[
 {
   label: "Lorem",
   number: "+12025550122"
 },
 {
   label: "Ipsum",
   number: "+12025550140"
 }
]

Once you've completed filling out all the form fields, click the Save button (Figure 4 - 5).

Queues

The Queues data type (also known as Ring Groups) accepts a User ID (Figure 5 - 1) and returns Queues (Figure 5 - 2).

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There’s a system variable available - active_user_id - that will always be populated with the current User ID.

Queues is an array of strings, each string being the queue name, as exemplified below:

["agents","support","my ring group"]

Once you've completed filling out all the form fields, click the Save button (Figure 5 - 3).

Role

The Role data type (Figure 6 - 1) accepts a User ID (Figure 6 - 2) query parameter and returns the role name (user_role_name; Figure 6 - 3).

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The system variable available - active_user_id - that will always be populated with the current User ID.

Below you can find an example of the output:

Role: "Agent"

Once you've completed filling out all the form fields, click the Save button (Figure 6 - 4).

Team

The Team data type accepts a User ID (Figure 7 - 1) and returns the team's Name (Figure 6 - 2), the team's Status (Figure 7 - 2), and the team's Timezone (Figure 7 - 4).

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There’s a system variable available - active_user_id - that will always be populated with the current User ID.

Below you can find an example of the output:

NameNameName: "My awesome team"
Status: "active"
Timezone: "Europe/Lisbon"

Once you've completed filling out all the form fields, click the Save button (Figure 7 - 5).

Integrations

The Agent data type accepts a User ID (Figure 8 - 1) and returns the agent's Name (Figure 8 - 2), Email (Figure 8 - 3), Queues list (Figure 8 - 4), and External (Figure 8 - 5).

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The system variable available - active_user_id - that will always be populated with the current User ID.

The External object dynamically lists a field for each of the account's active integrations:

Connected integration: displays the corresponding external ID.
No ID available / Not connected: displays "n/a".

Below you can find an example of the output:

Name: "Jane Doe"
Email: "[email protected]"
Queues list: ["agents", "support"]
External: {
  "hubspot": "34639192",
  "servicenow": "b4d24cc6eb8d8b10ccd2fbbdbad0cd0d",
  "slack": "n/a",
  "zendesk": "n/a "
}

Once you've completed filling out all the form fields, click the Save button (Figure 8 - 6).

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