Agent Synchronization

Agent synchronization allows linking agents in Talkdesk® to licensed users in the customer’s system.

Talkdesk will send an HTTP POST to the bridge's endpoint when ‌agent synchronization is necessary.

Request

POST https://example.com/agent_sync

Reference	Type	Description
`auth`	Hash	•A hash of authentication fields containing a user's credentials within the external service. •The keys correspond to the fields asked by the integration when configuring it with Talkdesk.
`meta`	Hash	A hash of meta fields containing accessory information that is useful for the bridge to fulfill this request

meta

Reference	Type	Description
`meta.offset`	•Integer (Nullable) •Mandatory	The offset that the bridge must apply when retrieving agents from the third-party system ❗️ NOTE: The first request is always executed with a `null` value.

Steps

1 - Use the auth fields to authenticate on behalf of the user within the external service. Talkdesk makes sure that all mandatory fields are filled as expected.

2 - Retrieve the agents by calling the correct external endpoint.

3 - Adapt the data received by returning a JSON in a format that Talkdesk understands.

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Every time the synchronizer performs a run, this parameter is omitted in the first call. It is only sent if the bridge instructs the synchronizer that there are more records available by providing a next_offset in the response.

Sample Request

{
    "auth": {
        "username": "[email protected]",
        "password": "605b32dd"
    },
    “meta”:{
	“offset”: 5
    }
}

Response

POST https://example.com/agent_sync

Reference	Type	Description
`agents`	•Array. •Mandatory.	Each field must contain an agent with these fields: a) id •Type: string, mandatory. •Description: the agent ID in the external service. b) name •Type: String, mandatory. •Description: the agent’s name. c) email •Type: string, mandatory. Description: the email’s agent.
`next_offset`	•Integer.	Value for next page offset, if there are more records that match the query. If there are no more records to synchronize, do not send this field.

Sample Response

{
    "agents":
    [
        {
            "id": 341231,
            "name": "John Doe",
            "email": "[email protected]"
        }
    ],
    “next_offset”:  6
}

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

Request

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Response

🚧Troubleshooting

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Troubleshooting