Talkdesk Studio

Talkdesk Studio Advanced Documentation

Welcome to Talkdesk Studio Advanced Documentation. Here you can find comprehensive documentation to help you deep dive and learn how to make the most of Talkdesk Studio.

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Getting Started

Studio can be accessed from Talkdesk main web application, in the browser:

  1. Click on Admin [1] .
  2. Click on Flows [2].
  3. Hit Create New Flow [3] and type in a name and a brief description of your new flow’s main actions, so you can easily identify it when assigning phone numbers later on. For example, we’ve named ours “Inbound EMEA” and used "Inbound support flow for EMEA region" as the description.
  4. Click on Create Flow [4].

Now you can start defining your new flow and configuring its components - components - Events or occurrences that initiate a flow according to a specified flow definition. Components are the basic building blocks of a call flow, such as Input IVR, Calendar-based rules, Play Audio, and so on. You can check the full list of available components in the Studio Components section of this guide. .

Each flow consists of a number of building blocks, called components (or steps), and are started by an interaction - interaction - A flow definition is not "activated" if it is not associated with at least one or more interaction triggers. Conversely, an interaction is not "activated" unless it has an associated flow definition that dictates its behavior. Examples of interactions include: voice calls made to a given phone number, submission of a form via the Mobile SDK, etc. trigger that defines the actions that the components will execute. For example, the Play Audio component provides the ability to receive an input text and transform it into voice in one of the available languages.

You can also use a variable - variable - 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. in a Play Audio component to play a personalized greeting message for a caller: e.g., you can configure the waiting music that your customer listens to when they call you, so that you can be consistent in your brand management, or take advantage of the time your customers are waiting to promote goods or services.

Use the result of a data dip in Salesforce to route VIP customers to an assignment component with a higher priority. Configure a set of actions to be triggered during a flow execution according to time rules, or any other conditions, to automate communications to be sent to customers during or after a call, etc. The possibilities are endless!


Getting Started


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