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v2.0

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v2.0

Introduction

What is Talkdesk Studio?
Permissions to Use Studio Flows and Modules
Getting Started
Account Settings that Impact Studio
Service Quotas

Managing Flows

Archiving an Audio File
Assigning a Flow to a Number
Deleting Flows
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
Assign Agents to Message
- Preferences
- Exits
Assignment and Dial
- Preferences
- Exits
Authenticate Voice
- Preferences
- Exits
Auto-answer
- Preferences
- Exits
Automated Message
- Preferences
- Exits
Begin Module
- Arguments
- Exits
Calendar-based Rules
- Preferences
- Exits
Conditional Statement
- Preferences
- Exits
Connect to Virtual Agent Digital
- Preferences
- Exits
Connect to Virtual Agent Voice
- Preferences
- Exits
End Flow
Estimated Waiting Time
- Preferences
- Exits
Enroll Voice
- Preferences
- Exits
Execute Action
- Preferences
- Exits
Forward to External Number
- Preferences
- Exits
Forward to Phone
- Preferences
- Exits
Get SMS Feedback
- Preferences
- Exits
Get Voice Feedback
- Preferences
- Exits
Hangup
- Exits
Incoming Call
- Preferences
- Exits
Incoming Message
- Arguments
- Preferences
Input IVR
- Preferences
- Exits
Make Outbound Call
- Preferences
- Exits
Outgoing Call
- Preferences
- Exits
Play Audio
- Preferences
- Exits
Record
- Preferences
- Exits
Reporting
- Preferences
- Exits
Request Callback from Queue
- Preferences
- Exits
Request Direct Callback
- Preferences
- Exits
Return to Flow
- Preferences
- Exits
Run Function
- Preferences
- Exits
Run Module
- Preferences
- Exits
Salesforce Data Dip
- Preferences
- Exits
Send to Inbox
- Preferences
Send to Voicemail
Standard IVR
- Preferences
- Exits
Stream Audio Unidirectional
- Preferences
- Exits
Time-based Rules
- Preferences
- Exits
Traffic Splitter
- Exits
Trigger Salesforce Omni-Channel Flow
- Preferences
- Exits
Validate Phone
- Preferences
- Exits
Voice IVR
- Preferences
- Exits
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 Waiting Message
Configuring Routing Settings
Creating an Incoming Message Studio Flow for Chat Channels
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 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
Business Hours Only IVR
Callback and Voicemail from Queue
Caller Identification with PIN Code Validation
Call Prioritization
Collecting Context
Displaying Variables in Conversations
Dynamic Call Prioritization
Look up Case Status by Number
Making Routing Decisions
Multilevel IVR
Working with Variables
Studio FAQs
Text-to-Speech Powered by Amazon Polly

Troubleshooting

Automated Tasks Based on Queue Sizes
Concurrency Between Studio and Classic Routing Issues
Enhanced Error Notifications

Standard IVR

The Standard IVR component enables the caller to select one of multiple options.

1262

Updated about 23 hours ago