Preferences

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

• “Choose virtual agent”: This field is available when you select Talkdesk Virtual Agent. It allows you to select the desired Virtual Agent that has been previously configured in the Virtual Agent app, as described in Virtual Agent: 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 Virtual Agent.
• “Variables”: if necessary, create or select a variable to retrieve information on the Virtual Agent escalation.