• Tejkaran Singh

No Code Salesforce and Talkdesk Integration



Any company that wants to experience sustained growth must provide outstanding customer service. A satisfying customer experience encourages brand awareness, dedication, and client retention. Today, consumers, not sellers, are in command.


Talkdesk aids businesses in improving customer experiences all over the world. It is a call center software that runs in the cloud. Its mission is to assist businesses in increasing customer satisfaction while lowering the cost of providing customer service. Their vision is to assist their clients in thriving and expanding, they ask the tough questions and are innovative and creative.


Benefits of Integrating Salesforce and Talkdesk


Infinite options for digitization


Optimize mechanical, pointless tasks to increase productivity and free up agent time.


Your agents can spend more time providing excellent experiences thanks to pre-built and custom automation, such as automatically creating a case in Salesforce when a VIP customer leaves a voicemail in Talkdesk.


Because Talkdesk for Salesforce and Salesforce Lightning Flow are integrated, you can start automation based on activities that happen in your call center. There are countless options.


Omnichannel workaround with strength


Allow customers to contact you through their preferred channel. You can directly offer phone and SMS support from within Salesforce using Talkdesk.


Utilize a thorough Salesforce Omni-Channel integration to manage work items across various channels with ease.


Quick Salesforce setup


With no need to ever leave Salesforce and in perfect sync with Talkdesk, you can deploy Talkdesk for Salesforce, add Talkdesk licenses, and assign user permissions.


Thanks to the simplified configuration, you have total control over your call center settings, so you can tailor call routing and logging to suit your unique requirements.


Integration process

  • Click Get It Now to install the Talkdesk for the Salesforce package after finding it on the Salesforce AppExchange.

  • Click Log In.

  • Enter your Salesforce login information.

  • Select whether you want to install the package in your sandbox account or in the production environment.

  • Examine the installation information, then click Confirm and Install.

  • Hit Install after choosing the Salesforce profiles you want to install Talkdesk for Salesforce on.

  • Check the box to allow third-party access to all Talkdesk websites in the pop-up window. This step makes sure Talkdesk has the authorizations required to carry out distant operational processes.

  • Select the App Launcher section of Salesforce once the installation is complete.

  • Choose Talkdesk Lightning from the list after that.

  • To log into your Talkdesk account, select the Admin Talkdesk tab and press the Login to Talkdesk button.

  • After entering your credentials, type the name of your Talkdesk account.

  • Make three Remote Site Settings next.

  • You can specify the categories of objects that Talkdesk should sync on the following page. You have the option to choose Contacts, Leads, or both, depending on your use case.

  • Additionally, you can decide if you want Talkdesk calls to be recorded in Salesforce. The Talkdesk Activity object will be used to automatically log all calls in place of the Standard Activity call object if the box is checked.

  • The options Auto Pop Up and Relate to Opportunity or Case are also available. When you are finished, click Save.

  • You can use additional features that are present in this section. You can find more information about configuring these features on the Talkdesk for Salesforce page of the You can specify the categories of objects that Talkdesk should sync on the following page. You have the option to choose Contacts, Leads, or both, depending on your use case.

  • Additionally, you can decide if you want Talkdesk calls to be recorded in Salesforce. The Talkdesk Activity object will be used to automatically log all calls in place of the Standard Activity call object if the box is checked.

  • The options Auto Pop Up and Relate to Opportunity or Case are also available. When you are finished, click Save.

  • You can use additional features that are present in this section. You can find more information about configuring these features on the Talkdesk for Salesforce page of the technical expertise.

  • Evaluating the list of automation that is currently set up for your call center is the following step in the configuration process. You can enable or disable every automation option on this page.

  • Select the Add User button after checking the boxes next to the users you want to add to your call center.

  • You'll receive a notification asking you to give your agents a role and a CTI:

  • Choose the role type for those users, as well as whether you want them to use Callbar CTI or Callbar CTI Electron (Callbar App) (Callbar Chrome App).

  • To continue, click Add User and then Save. If you do, you'll automatically:

  • Set up permissions in Salesforce to limit who can access certain Talkdesk components (admin settings, reporting, and others.).

  • Put the chosen Talkdesk in charge of Salesforce CTI.

  • Offer sufficient Talkdesk license.

  • Give Talkdesk the chosen role.

  • In Talkdesk for Salesforce, the following Talkdesk roles are available by default:

  • Agent/Custom Role - Maps to Salesforce User Permission Set

  • Maps to Manager Permission Set for Supervisors in Salesforce

  • Administrators: Maps to Salesforce Administrator Permission Set

  • Sentiment configuration can now be done immediately or later.

  • For the final time, click Save to finish the configuration.

  • Once you click Finish, you have successfully completed the integration.

Hence, this is how seamless the integration process can be which does not require any coding. If you are looking to integrate third-party applications into your system to make your daily tasks easy and efficient, get in touch with our expert team at Apphienz. Visit our website for more information or write to us at info@apphienz.com for further queries.

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