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v2.0

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Guides

v2.0

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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
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API Request
Assign Agents to Message
- Preferences
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Assignment and Dial
- Preferences
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Authenticate Voice
- Preferences
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Auto-answer
- Preferences
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Automated Message
- Preferences
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Begin Module
- Arguments
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Calendar Based Rules
- Preferences
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Conditional Statement
- Preferences
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Connect to Autopilot Digital
- Preferences
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Connect to Autopilot Voice
- Preferences
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Dial Agent
- Preferences
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End Flow
Estimated Waiting Time
- Preferences
- Exits
Detect Navigator Attributes (Powered by Navigator)
- Preferences
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Digital Estimated Waiting Time
- Preferences
- Exits
Enroll Voice
- Preferences
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Escalate Notification
- Preferences
Execute Action
- Preferences
- Exits
Forward to External Number
- Preferences
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Forward to Phone
- Preferences
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Get SMS Feedback
- Preferences
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Get Voice Feedback
- Preferences
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Hangup
- Exits
Incoming Call
- Preferences
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Incoming Message
Input IVR
- Preferences
- Exits
Make Outbound Call
- Preferences
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Outgoing Call
- Preferences
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Play Audio
- Preferences
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Record
- Preferences
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Reference Table Lookup
- Preferences
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Reporting
- Preferences
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Request Callback from Queue
- Preferences
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Request Direct Callback
- Preferences
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Return to Flow
- Preferences
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Run Function
- Preferences
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Run Module
- Preferences
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Salesforce Data Dip
- Preferences
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Send SMS Notification
- Preferences
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Send SMS Notification with Reply
- Preferences
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Send to Inbox
- Preferences
Set Whisper Message
- Preferences
- Exits
Set SIP Headers
- Preferences
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Standard IVR
- Preferences
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Stream Audio Unidirectional
- Preferences
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Switch Contact
- Preferences
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Time Based Rules
- Preferences
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Traffic Splitter
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Trigger Salesforce Omni-Channel Flow
- Preferences
- Exits
Trigger Salesforce Unified Routing
- Preferences
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Email Validator (Digital)
- Preferences
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IP Validator (Digital)
- Preferences
- Exits
Voice IVR
- Preferences
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Validate Phone (Digital)
- Preferences
- Exits
Validate Phone (Voice)
- Preferences
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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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Updated 11 months ago

Calendar Based Rules