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v2.0

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v2.0

Introduction

  • What is Talkdesk Studio?
  • Requirements to Use Studio
  • 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
  • Upgrading
  • Zooming and Panning the Canvas
  • Continuity Settings

Studio Components

  • Overview
  • Assignment and dial
    • Preferences
    • Exits
  • Auto-answer
    • Preferences
    • Exits
  • Calendar based rules
    • Preferences
    • Exits
  • Callback
    • Preferences
    • Exits
  • Conditional statement
    • Preferences
    • Exits
  • Connect virtual agent
    • Preferences
    • Exits
  • End flow
  • Estimated waiting time
    • Preferences
    • Exits
  • Execute action
    • Preferences
    • Exits
  • Forward to external number
    • Preferences
    • Exits
  • Inbound voice
    • Preferences
    • Exits
  • Input IVR
    • Preferences
    • Exits
  • Make outbound call
    • Preferences
    • Exits
  • Play audio
    • Preferences
    • Exits
  • Record
    • Preferences
    • Exits
  • Reporting
    • Preferences
    • Exits
  • Run function
    • Preferences
    • Exits
  • Salesforce data dip
    • Preferences
    • Exits
  • Send to voicemail
  • Standard IVR
    • Preferences
    • Exits
  • Time based rules
    • Preferences
    • Exits
  • Traffic splitter
    • 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
  • Number Capture for Callbacks
  • 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
  • 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 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

  • Enhanced Error Notifications
  • Concurrency Between Studio and Classic Routing Issues

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.

Additional Resources:

Updated 7 days ago


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