Skip to main content

Context links

Talkdesk offers the ability to show contextual information on a chat conversation. Using our APIs you will be able to create agent and customer links for a video call and show them to the Context menu of a chat conversation.

Talkdesk

Prerequisites​

Follow the instructions in the Actions page on how to install auvious and setup the core integration and actions required to authenticate to auvious and generate a customer and agent link.

Step 1. Change the flow to support the action​

Go to Studio and open the flow you would like to add contextual info to. The studio editor opens in a new tab.

  • Click Edit to start editing the flow
  • Click the Initial step
  • In the incoming message arguments create a new pair. Argument name is user_id and create a new flow variable (if not already there) called Customer ID.
  • In the Preferences tab
    • In the Global variables set contact.name to a flow variable (ex. name) and also set interaction_id to a flow variable (ex. Interaction ID)
    • In the Chat variables set website_url to a flow variable (ex. Website)
  • In the Exits tab
    • Add a new step
    • Component type is Execute Action
    • Give it a step name
  • Click the new Execute Action
  • Select the Connection we have created
  • Select the Action we have created
  • Configure the Inputs
    • Set the applicationId to the auvious application id found in settings (value)
    • Set the cdestination to standalone (value)
    • Set the customerid to .....
    • Set the interactionId to the Interaction ID Flow variable
    • Set the organizationId to ....
    • set the urlBase to https://auvious.video
  • Configure the Outputs
    • Parsed Response
    • Set agentUrl to a flow variable (ex. agent_url)
    • Set recordingUrl to a flow variable (ex. recording_url)
    • Set ticketUrl to a flow variable (ex. customer_url)
  • Configure the Exits
  • Click on the { } icon on the left (Manage Context)
  • Select agent_url, customer_url and recording_url from the list.

Step 2. Test the flow​

Once you are done with the changes, publish the updated flow and start a chat conversation to see if the context now has the new Flow Variables.