TalkDesk connector set up

Install TalkDesk package to Creatio production (use related guide Connector Installation )

1. Enable anonymous endpoints in Creatio production via Creatio support (use related guide Set up Anonymous endpoint in Creatio)

2. Set up default values for the required System settings:

   1. Go to ‘System Settings’ (Fig. 1)
      Fig. 1 System settings location
      
      

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   2. To find the ‘Default messages exchange library’ enter ‘message’ into the filter field and press the confirmation button (Fig. 2)
      Fig. 2 Filtering
      
      

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      1. Select ‘Default messages exchange library’ and press the ‘Open’ button (Fig. 3)
         Fig. 3 Selection
         
         

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      2. Set the value in the ‘Default value’ field ‘Telephony integration library based on Velvetech protocol' (Fig. 4) and press the 'Save’ button (Fig. 5)
         Fig. 4 ‘Default value’ field
         
         

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         Fig. 5 ‘Save’ button
         
         

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   3. To find the next settings enter 'vvt’ into the filter field and press the confirmation button and the following settings are needed (Fig. 6)

      • Talkdesk view application

      • Talkdesk integration name

      • TalkDesk Environment

      • Enable Talkdesk Chat synchronization

      • Talkdesk application

      • Stop sync
        Fig. 6 Settings List

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   4. For the listed settings default values should be the following

      1. Talkdesk view application.

         1. Default value - workspace

         2. The description value for Classic UI should be - headless

         3. The description value for Freedom UI should be - workspace

      2. Talkdesk integration name - talkdesk-creatio-connector

      3. TalkDesk Environment:

         1. For United States cluster - prd-us

         2. For Europe cluster - prd-eu

         3. For Central Asia - prd-ca

      4. Enable Talkdesk Chat synchronization - Enabled checkbox

      5. Talkdesk application - conversation

      6. Stop sync - Disabled checkbox
         Please Notice! If it is necessary to have different default values, you should contact the Velvetech support team via info@velvetech.com

3. Setup integrations.

   1. In Creatio go to ‘System Designer’ and open ‘OAuth 2.0 integrated applications’ which is in the ‘Application Management’ section (Fig. 7)
      Fig. 7 OAuth 2.0 integrated applications location
      
      

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   2. Create a new application (Fig. 8)
      Please make sure to fill the Name with exactly the following text - TalkDesk OAuth
      Fig. 8 Example of the new application creation

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      1. Data Access and Field Restrictions

         1. When configuring the OAuth2 application for integration, it is essential to ensure that the System User operating the app has restricted access only to the necessary fields for the integration. This precaution helps maintain security and prevents unauthorised access to irrelevant data. Please ensure that the System User’s permissions are properly scoped to minimize data exposure risks.

         2. Creatio Objects and Fields Accessed by the Backend Integration:

            1. System Users: Only Name and Email fields should be accessible

            2. Contacts

            3. Calls

            4. TalkDesk Chats

            5. ContactAddress

            6. ContactCommunication

            7. OAuthClientApp

            8. ActivityResult

            9. VvtTalkdeskChatDisposition

      2. Data Privacy Warning

         1. Users are advised to share information at their own discretion and should refrain from transmitting sensitive information (such as passwords, physical addresses, personal data, etc.).

4. Setup Configuration on Talkdesk side

   1. Go to the TalkDesk portal by your address.

   2. Click on the ‘Builder’ section (Fig. 9)
      Fig. 9 ‘Builder’ section location

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   3. Select ‘Integrations’ (1) and 'Talkdesk Creatio Connector (2) (Fig. 10)
      Fig. 10 Further configuration steps
      
      

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   4. Press the ‘Configuration’ button (Fig. 11), fill in all required fields, and enable all checkboxes according to the provided example (Fig. 12)
      Fig. 11 Configuration button

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      Fig. 12 Obligatory field and checkboxes

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      1. Authentication Site - Creatio url, e.g. https://my-creatio.creatio.com
         Access Token URL  - in Cloud installations, is similar to Creatio URL - https://my-creatio-is.creatio.com
         OAuth2 Client ID/Secret - Creatio generates them in point 4.b

5. Once saved, Contact sync and Agent sync should start working. You can check the progress under the button (Fig.13)
   Please note, that only System Users with Email field filled in will get synchronised to TalkDesk via Agent Sync. So please make sure that this parameter is set for all users of the TalkDesk connector for Creatio (otherwise, the click2call functionality will not work)
   Fig. 13 Download recent results button

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6. Once the steps above are done, please reach out to the Velvetech team to confirm everything was set up, and is functioning 

7. Set up automations (use related guide Automations)

8. Set up TalkDesk users

   1. Set the Client Integration field under Users to TalkDesk connector for Creatio (currently it is Default)