Shelf Integrations with Kustomer-Talkdesk
Installation and Configuration Guide


Purpose

This document describes steps that are necessary to set up and configure Shelf Integrations with Kustomer-Talkdesk.

If you require further assistance, please do not hesitate to contact us at support@shelf.io, via the live chat on the Shelf website or from the in-app chat support within the Shelf platform.

Last Update: 28-September 2021



Prerequisites


How to install Talkdesk on Kustomer




Talkdesk configuration


1. Number

Create a new number or use an existing one

The ring group in your profile should be the same as the ring group assigned to the phone number


2. Studio Flow

In short you need to collect users IVR to some variable inside of a Talkdesk studio flow and pass it to Kustomer.
Here we will use a simple example with having 2 possible options (account issue and taxes related) for users after which they will be routed to the agent. 

You don’t need to use it, but it should give an idea on how to configure Shelf Agent Assist with your existing setup. If you have already configured a flow that passes data from Talkdesk to Kustomer you can skip this step and go to the Shelf configuration section.

Import an example flow 

File with the flow to import:


We are assigning account_issues or taxes as the Exit name of selected IVR codes to the variable contact_reason


On the Assignment step expose customer previously selected option as the value of selection variable


3. Assign a number to a flow

 


4. Kustomer Integration settings

To pass the variable from the flow to Kustomer open Kustomer in the Integrations list


In the Kustomer integration add a custom field and fill the field name (that will be available in the Kustomer) and field value (already configured in the Studio Flow section of this guide).

Name -> contact_reason (could be any name you prefer)
Value -> {{context.contact_reason}} (comes from flow)




Kustomer configuration

1. Workflow setup

First of all, you need a custom conversation attribute to hold the value of the Talkdesk Studio variable. This attribute will contain a variable value from Talkdesk and will be used to get context suggestions in the Agent Assist widget.


Created attribute will look like this. intentStr is the name that will be used in the Kustomer workflow to assign the variable from Talkdesk and in Agent Assist advanced configuration.


Adjust the Kustomer workflow to update the conversation with the end user contact reason from Talkdesk. 
You can import an example flow, that update the conversation contact reason attributes with values from Talkdesk Studio.


Note: It uses custom attribute created above



Shelf configuration

Content mappings configuration

On Content Mappings page add an mapping for each contact reason defined in Talkdesk Studio.


Agent Assist configurations

    Go to Agent Assist configuration page and adjust the Advanced configuration with following example:

{
 "contextSuggestions": {
   "contextTypes": [
     {
       "accessor": "contactReasonStr",
       "options": [
         {
           "value": "account_issues",
           "intent": "account_issues",
           "displayName": "Account issues"
         },
         {
           "value": "taxes",
           "intent": "taxes",
           "displayName": "Taxes related"
         }
       ],
       "id": "contactReasonStr",
       "type": "list",
       "displayName": "Contact Reason"
     }
   ],
   "enabled": true,
   "defaultIntentGroupId": "talkdesk-demo"
 }
}
accessor - the id of Kustomer conversation attribute


defaultIntentGroupId - comes from Content Mappings

id - unique name of context 

options - list of context to mapping configurations
    value - should be equal value defined in Talkdesk Studio
    

intent - comes from Content Mappings

displayName - will be visible as the drop-down option for agents inside of Agent Assist