Talkdesk Live Chat

Integrating Talkdesk as a live chat provider allows your AI Agent to handle initial customer inquiries and, when necessary, transfer the conversation to a human agent within the Talkdesk contact center. This integration ensures that agents have access to chat transcripts and customer context, enabling a more personalized and efficient support experience.

Prerequisites

• You must have an active Talkdesk account with the Digital Connect solution installed.
• Ensure you have the necessary administrative permissions in Talkdesk to generate OAuth credentials and access Touchpoint IDs.
• You have built and published a AI Agent ready for deployment.

Configuring the integration

This section provides instructions for integrating AI Agents with Talkdesk.

Step 1. Create OAuth Client in Talkdesk

In Talkdesk, create an OAuth Client:

1. Go to Builder > OAuth Clients.
2. Create an OAuth client with the following scopes:

Scope	Description
digital-connect:read	Required to read digital engagement data.
digital-connect:write	Required to send messages and manage sessions.
attachments:download	Required to download file attachments. Supported in Druid 9.19 and higher for file transfer between users and agents.
attachments:read	Required to read file attachment metadata. Supported in Druid 9.19 and higher for file transfer between users and agents.
attachments:request	Required to request file attachment uploads. Supported in Druid 9.19 and higher for file transfer between users and agents.
attachments:write	Required to upload and send file attachments. Supported in Druid 9.19 and higher for file transfer between users and agents.

3. Copy the Client ID and Client Secret as you will need them in the Druid Portal.

Step 2. Create new Touchpoint

To create a new touchpoint for Druid integration, follow these steps in Talkdesk:

1. Go to Admin > Channels and click Digital Connect.



2. Click Create touchpoint.



3. Enter the mandatory details and save it.
4. Click on the touchpoint you created and copy the Touchpoint ID as you will need in the Druid Portal.

Step 3. Configure Talkdesk in the Druid Portal

Go to bot details page and click the Live Chat section header. The section expands.

Set the fields as described in the table below:

Click Save & Close.

Go to the bot details again, click the Live Chat section and copy the Druid url (webhook). You’ll need this URL when creating a custom integration in Talkdesk.

Configure the Live Chat special flows as needed.

Step 4. Create a custom Talkdesk integration

To create a custom integration, perform the following steps in Talkdesk:

1. In Talkdesk, go to Builder > Integrations and create a custom integration as follows:
2. Enter a name and description.
3. In the Base path field, enter the base domain of the webhook URL you copied from the Druid Portal.



4. Save the integration.
5. Click the Actions tab and add the following actions:
• conversation_started
• conversation_ended
• message_created



NOTE: These actions are Lifecycle Events available in Digital Connect. Make sure to use the exact action names listed above.

Enable File Transfer for Existing Talkdesk Integrations

If you integrated Talkdesk Live Chat in a version prior to Druid 9.19, you must edit your existing OAuth client in Talkdesk Builder and manually add these four attachment scopes to enable file transfer support between users and Talkdesk agents:

• attachments:download

• attachments:read

• attachments:request

• attachments:write

Send the conversation transcript to Talkdesk Agents

To save the conversation transcript and make it available for Talkdesk agents, on the flow that connects the client with the agent, make the following settings:

1. On the step where you call the internal action ConnectToHelpdeskAgent(Post Actions section), in the Pre Actions section, call the internal action GetConversationTranscript.
IMPORTANT! When calling the GetConversationTranscript internal action on the same step where you call ConnectToHelpdeskAgent, make sure to call it in the PreActions section. Calling it in the PostActions section will not send the conversation transcript to agents.
HINT: You can call the GetConversationTranscript internal action on a previous step.
2. On the ConnectToHelpdeskAgent internal action add the following:
Copy

{
  "SendConversationTranscript": true
}

HINT: You can send additional client information to Talkdesk Agents together with the conversation transcript. For more information, see Send Contact Center Parameters.
3. Save the step.

Send Contact Center Parameters

The table below lists the Contact Center parameters authors can send to Talkdesk.

To send Contact Center parameters to Talkdesk, on the ConnectToHelpdeskAgent internal action, provide the desired parameters inside the ContactCenterParameters object in JSON format.

{
     "SendConversationTranscript":true,
     "ContactCenterParameters":
        {
                "emailAddress": "[[ChatUser]].Email",
                "phone": "[[ChatUser]].Phone"
        }
}