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v2.0

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Guides

v2.0

Authenticate Voice

Introduction

What is Talkdesk Studio?
Getting Started
Account Settings that Impact Studio
Permissions to Use Studio Flows, Modules, and Governance
Flow Types
Compare and Display the Differences between Studio Flow Versions
Retention Period for Studio Flows Context
Migration Guide from Classic IVR to Studio
Service Quotas

Managing Flows

Archiving an Audio File
Assigning a Flow to a Number
Deleting Flows
Enable Studio Context to be Shared between Flows (Voice)
Error Handling
Flow Statuses and Versions
Flow Step Search
Functions
Importing and Exporting Flows
Loops
Modules
Prompts
Upgrading
Using Filters
Zooming and Panning the Canvas

Studio Components

Overview
Analyze Digital Message (Powered by Navigator)
- Preferences
- Exits
Analyze Voice Message (Powered by Navigator)
- Preferences
- Exits
API Request
Assign Agents to Message
- Preferences
- Exits
Assignment and Dial
- Preferences
- Exits
Authenticate Voice
- Preferences
- Exits
Auto-answer
- Preferences
- Exits
Automated Message
- Preferences
- Exits
Begin Module
- Arguments
- Exits
Calendar Based Rules
- Preferences
- Exits
Conditional Statement
- Preferences
- Exits
Connect to Autopilot Digital
- Preferences
- Exits
Connect to Autopilot Voice
- Preferences
- Exits
Dial Agent
- Preferences
- Exits
End Flow
Estimated Waiting Time
- Preferences
- Exits
Detect Navigator Attributes (Powered by Navigator)
- Preferences
- Exits
Digital Estimated Waiting Time
- Preferences
- Exits
Enroll Voice
- Preferences
- Exits
Execute Action
- Preferences
- Exits
Forward to External Number
- Preferences
- Exits
Forward to Phone
- Preferences
- Exits
Get SMS Feedback
- Preferences
- Exits
Get Voice Feedback
- Preferences
- Exits
Hangup
- Exits
Incoming Call
- Preferences
- Exits
Incoming Message
Input IVR
- Preferences
- Exits
Make Outbound Call
- Preferences
- Exits
Outgoing Call
- Preferences
- Exits
Play Audio
- Preferences
- Exits
Record
- Preferences
- Exits
Reference Table Lookup
- Preferences
- Exits
Reporting
- Preferences
- Exits
Request Callback from Queue
- Preferences
- Exits
Request Direct Callback
- Preferences
- Exits
Return to Flow
- Preferences
- Exits
Run Function
- Preferences
- Exits
Run Module
- Preferences
- Exits
Salesforce Data Dip
- Preferences
- Exits
Send to Inbox
- Preferences
Set Whisper Message
- Preferences
- Exits
Set SIP Headers
- Preferences
- Exits
Standard IVR
- Preferences
- Exits
Stream Audio Unidirectional
- Preferences
- Exits
Switch Contact
- Preferences
- Exits
Time Based Rules
- Preferences
- Exits
Traffic Splitter
- Exits
Trigger Salesforce Omni-Channel Flow
- Preferences
- Exits
Trigger Salesforce Unified Routing
- Preferences
- Exits
Validate Phone (Digital)
- Preferences
- Exits
Validate e-mail (Digital)
Validate Phone (Voice)
- Preferences
- Exits
Voice IVR
- Preferences
- Exits
Voicemail
- Preferences
Voice Transcription
- Preferences
- Exits

Use Cases

Assigning a Call to the Case Owner
Assigning a Call to the Same Agent
Chained Routing
Compliance Call Recording
Configuring a Contingency Routing Plan
Configuring a Waiting Message
Configuring Routing Settings
Creating an Incoming Message Studio Flow for Chat Channels
Extensions
Number Capture for Request Callback from Queue
Playing a Message with the Estimated Waiting Time
Prioritizing Low CSATs
Using Request Direct Callbacks and Auto-answer in Studio API Flows
Prioritizing VIP Calls in Salesforce
Routing a Call based on a Salesforce Omni-Channel Flow with T4SCV
Routing a Call leveraging Salesforce Unified Routing with T4SCV
Routing with the EWT Component
Routing with the Voice IVR
Setting up IVR Menu Options
Traffic Splitter for BPOs
Transferring context between a module and the referencing flows
Using Data from External APIs
Using Data from External APIs Containing Arrays
Sending Voice Notifications to Contacts via API Request
Using Studio API Flows to Forward Calls to External Numbers

Helpful Tips

Assigning a Call
Callback and Voicemail from Queue
Call Prioritization
Displaying Variables in Conversations
Hours of Operations
IVR Reporting
Look up Case Status by Number
Making Routing Decisions
Multilevel IVR
Working with Variables
Studio FAQs
Text-to-Speech Powered by Amazon Polly

Troubleshooting

Studio Interactions Errors
Automated Tasks Based on Queue Sizes
Concurrency Between Studio and Classic Routing Issues
Enhanced Error Notifications

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Authenticate Voice

The Authenticate Voice component allows callers to authenticate through voice biometrics.

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