Preferences

Depending on your selection, you can either leverage an Autopilot to handle the interaction or direct the call to external voice streams.

• “Choose autopilot”: This field is available when you select Talkdesk Autopilot from the dropdown. It allows you to select the desired Autopilot that has been previously configured in the Autopilot app, as described in Autopilot Voice: Overview.

• “Voice stream URL”: This field is available when you select External Voice Stream. It allows you to route calls to external audio streams through the URL provided.
• “Agents availability”: Select a variable that is going to be used to transfer the business hour information to the Autopilot.
• “Variables”: if necessary, create or select a variable to retrieve information on the Autopilot escalation.