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).

Showing Different Information on a Card Based on a Company Segment

Here, ‌contact information is being fetched, specifically the company data, and by using a Split Flow component, it is verified if the contact belongs to a company from a specific segment. Based on those conditions, different information on the card is presented to the user (Figure 2).

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.

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

Similarly 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.

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).

Team

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

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

Once you've completed filling out all the form fields, click the Save button (Figure 6 - 5).

Role

The Role data type (Figure 7 - 1) accepts a User ID (Figure 7 - 2) query parameter and returns the role name (user_role_name; Figure 7 - 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 7 - 4).

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Troubleshooting

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