Requirements for Talkdesk Integration with Shelf



Prerequisites:

  1. Shelf needs a Dev instance in order to test out integration options vs. relying on API and other technical documentation

  2. Need direct access to a technical Product contact in order to help navigate through the Talkdesk architecture and identify most suitable integration points.

Requirements and clarification points:

  1. Shelf needs to be able to embed through iFrame in Talkdesk. Provide samples and documentation on how to do this.

  2. Are there different entry points, e.g. open Shelf as an App in a “full screen” mode at any time? Open Shelf (automatically) when an Interaction is started?

  3. What Auth options exist? Can Talkdesk tokens be used to authenticate with Shelf? Auth Overview, Documentation on enabling SSO

  4. There is info on handling different types of channels inside Talkdesk UI. What are the supported channels? Is there a way to embed a chat that connects to Talkdesk instance? Any documentation, examples.

  5. Is there a way to retrieve interaction info (especially messages content) through API.

  6. Is there some sort of streaming incoming events to chat through websockets, post-messaging, webhook, etc.? 

  7. Is there a way to interact with the customer on behalf of an agent (e.g. send content directly to an ongoing chat conversation from the Shelf App)?

  8. In the documentation there is an API to pull events from the application, but no definitions of possible events. It would be nice to have clarifications about what kind of events there can be found, also can we post events there from the application? Or what is the general use of that API?

  9. How does IVR get defined in Talkdesk? What options exist to trigger screenpops or pass data to Shelf from within the IVR?

  10. What contextual metadata can be accessed through the API? User data, contact reason, etc.

  11. When a user is linked to a Salesforce record, is this accessible through the Talkdesk API or would Shelf need to obtain that information directly from Salesforce (or any other CRM)?

  12. Is there a way to send messages on behalf of an agent?