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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
  • Incoming Call
    • Preferences
    • Exits
  • Incoming Message
    • Arguments
    • Preferences
  • Input IVR
    • Preferences
    • Exits
  • Make Outbound 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
  • 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
  • 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
  • Prioritizing VIP Calls in Salesforce
  • 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
  • Using Request Direct Callbacks and Auto-answer in Studio API Flows

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 Callbar
  • 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 and Limitations

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

Time-based Rules

Suggest Edits

Define the time-based rules to allow routing according to time ranges or to any day(s) of the week.

516

Additional Resources:

Updated 11 months ago


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