How does it work?
Once this setup process has been completed, your Talkdesk calls will automatically be imported into Modjo.
As Talkdesk Reporting API solely grants access to the historical data of your calls every 2 hours, likewise the import will be done after that amount of time as soon as the call's ended.
🚨 Prerequisite:
You must possess the "Professional Plus" (or above) package. Otherwise, we won’t have access to the call recordings' API in order to automatically import your calls.
Please check that you have Admin rights in both Talkdesk and Modjo. If so, follow the quick steps described below:
⏱️ Duration time: 5' on average
Step 1: Obtain Talkdesk API credentials
You must be granted access to Talkdesk's API.
To do so, you must send an email to developers@talkdesk.com in order to obtain Talkdesk's credentials for your company.
In your email, you should ask for the following scopes: recordings:read, data-reports:read, data-reports:write, reports:read, reports:write, users:read, and contacts:read.
Here are the reasons why we need them:
recordings:read: Mandatory to download calls' recordings in order to import them into Modjo.
data-reports:read, data-reports:write, reports:read and reports:write : Allow us to know which calls took place and should be imported. To do so, Modjo creates Talkdesk call reports (reports:write) and then reads the results of the latter (reports:read).
users:read: Mandatory to bind the users to Modjo.
contacts:read: Mandatory to get information in the reports about who was called.
You should get a pair of:
Client ID
Client Secret
You should also find your Talkdesk account name (It is usually displayed in the URL when you are logged in Talkdesk).
=> e.g. If my URL is https://modjocompany.talkdesk.com/whatever then my account name is modjocompany.
Once you have these 3 values (Client ID, Client Secret, Talkdesk account name), save them for later.
Step 2: Configure Talkdesk
Make sure the Call Recording option is enabled in Talkdesk
You can find the documentation here.
In short:
Log in to your Talkdesk account as an Administrator
Select the Admin section [1].
Click the Preferences tab [2].
Scroll down to the “Call Settings” section [3].
Select the desired option next to Inbound Call Recording Enabled [4].
Select the desired option next to Outbound Call Recording Enabled [5].
Click Save [6].
2. Make sure "Dual channel recordings" is enabled (optional)
This is not a mandatory step but is highly recommended for quality purposes.
You can find the documentation here.
In short:
Log in to your Talkdesk account as an Administrator.
Select the "Admin" section [1].
Click the "Preferences" tab [2].
Scroll down to "Dual Channel Recordings" [3].
Switch this toggle to the right (ON position) [4]. If it was already enabled, then you can leave it as such and stop here.
Click Save to apply your changes [5].
Step 3: Connect Modjo to Talkdesk
Log in to Modjo
Go to Settings => Integrations
Click on Connect below Talkdesk's logo
Scroll up to the Talkdesk panel. You will see 3 fields: Client ID, Client Secret, Account name.
=> Fill these fields with the values you got during Step 1
Click Save
Afterwards, in the User tab, bind each and every Modjo user to his Talkdesk's user access.
Good to know: you can use the Auto-match button to let Modjo link your users based on email matching.
Click Save
You're all set! ✅
*Note that we solely import calls containing interactions as an algorithm excludes voicemails and very short calls.
*If you wish to update the minimum call duration for import, get in touch with your Modjo contact.
Congratulations! 🙌
Once you have completed these quick steps, your integration is turning active! Now, let’s give it a try by making your first call!
💡Good to know: calls are automatically imported every 30 minutes on average.