Collecting Context

Talkdesk Studio allows you to collect contextcontext - Information that qualifies an interaction and can be displayed in the agents' Callbar. It can include data such as the contact's name and phone number. information that qualifies an interaction. Information can be collected via IVR menus or via data dipdata dip - Data dips are search points that collect data from external platforms (like a CRM) or within the call flow. For example, if you ask a caller to input their customer number, this number will be verified against a database. into your CRM system.

Collected information is stored in flow variablesvariables - Variables allow you to collect data and use it to make routing decisions. It includes, for example, information collected via IVR menus or via data dips into the account’s CRM system. Once added in a step, a variable can be reused in another step. Variables for Callbar can be managed through the 'Manage context' menu. that can be reused in other flow componentscomponents - Components are the basic building blocks of a call flow. There are multiple components available that you can add and configure to suit your needs. Check the full list of available components in the "Studio Components" section of this guide.. To access the stored variablesvariables - Variables allow you to collect data and use it to make routing decisions. It includes, for example, information collected via IVR menus or via data dips into the account’s CRM system. Once added in a step, a variable can be reused in another step. Variables for Callbar can be managed through the 'Manage context' menu. click on the Manage context icon on the left.

Some data points collected in the flow context can then be shared with the interaction context and be displayed in Callbar.

For more information, see the section "Displaying variables in Callbar".