Definitions and acronyms

Configure a Custom Integration

To accommodate the changes to the Studio Flow covered later in this guide, you will need a new OAuth Integration:

1. Open the Integrations page in Talkdesk, then click Add Integration in the Custom Integration tab.

   

2. When prompted, complete the required fields in the Basic Information window:

   

   • Name and Description — Enter a name and description for the new Custom Integration.

   • Authentication Type — Select "OAuth2 Client Credentials With Scopes".

   • Consult the Mindful Solution Delivery team to obtain values for the remaining fields:

     • Base path

     • Client ID

     • Client Secret

     • Access Token URL

     • Scopes

Create a new Action

After creating the Custom Integration, you will need a new Action that can be invoked in the Studio Flow:

1. In the Actions tab, click Add Action.

2. In the Basic Information section, enter a name and description for the Action.

   

3. In the URL Settings section, enter v2/callback/callTargets/{{calltarget_id}}/offerDecision?sourceType=voice into the Retrieve Path field.

   

4. Configure one path parameter:

   • Parameter — calltarget_id

   • Parameter type — String

   This will replace the {{calltarget_id}} variable in the Retrieve path URL.

5. In the Inputs and Outputs section, add the following schema to the Output Schema field:

   { "definitions": {}, "$schema": "http://json-schema.org/draft-07/schema#", "$id": "https://example.com/object1723836626.json", "title": "Root", "type": "object", "required": [ "data" ], "properties": { "data": { "$id": "#root/data", "title": "Data", "type": "object", "required": [ "id", "shouldOffer", "processingEnabled", "isEndOfDay", "afterHours", "registrationEnabled", "offeringAsap", "offeringScheduleVoice", "offeringScheduleWidget", "offeringChooseHold", "offeringTextIntercept", "offeringNextDay", "availableTimeslots", "estimatedCallbackTime" ], "properties": { "id": { "$id": "#root/data/id", "title": "Id", "type": "integer", "examples": [ 4376 ], "default": 0 }, "shouldOffer": { "$id": "#root/data/shouldOffer", "title": "Shouldoffer", "type": "boolean", "examples": [ true ], "default": true }, "processingEnabled": { "$id": "#root/data/processingEnabled", "title": "Processingenabled", "type": "boolean", "examples": [ false ], "default": true }, "isEndOfDay": { "$id": "#root/data/isEndOfDay", "title": "Isendofday", "type": "boolean", "examples": [ false ], "default": true }, "afterHours": { "$id": "#root/data/afterHours", "title": "Afterhours", "type": "boolean", "examples": [ false ], "default": true }, "registrationEnabled": { "$id": "#root/data/registrationEnabled", "title": "Registrationenabled", "type": "boolean", "examples": [ true ], "default": true }, "offeringAsap": { "$id": "#root/data/offeringAsap", "title": "Offeringasap", "type": "boolean", "examples": [ true ], "default": true }, "offeringScheduleVoice": { "$id": "#root/data/offeringScheduleVoice", "title": "Offeringschedulevoice", "type": "boolean", "examples": [ false ], "default": true }, "offeringScheduleWidget": { "$id": "#root/data/offeringScheduleWidget", "title": "Offeringschedulewidget", "type": "boolean", "examples": [ false ], "default": true }, "offeringChooseHold": { "$id": "#root/data/offeringChooseHold", "title": "Offeringchoosehold", "type": "boolean", "examples": [ false ], "default": true }, "offeringTextIntercept": { "$id": "#root/data/offeringTextIntercept", "title": "Offeringtextintercept", "type": "boolean", "examples": [ false ], "default": true }, "offeringNextDay": { "$id": "#root/data/offeringNextDay", "title": "Offeringnextday", "type": "boolean", "examples": [ true ], "default": true }, "availableTimeslots": { "$id": "#root/data/availableTimeslots", "title": "Availabletimeslots", "type": "boolean", "examples": [ true ], "default": true }, "estimatedCallbackTime": { "$id": "#root/data/estimatedCallbackTime", "title": "Estimatedcallbacktime", "type": ["integer", "null"], "default": null } } } } }

Before publishing the Action, test to verify it is configured correctly. You will need the Call Target ID for this step.

If all is configured correctly, your test should result in a 200 Test Status Code, as seen below:

When finished, click Publish to commit the configuration and make it available to the Studio Flow. Once Published, the Action's status will change from "Draft" to "Active":

Update the Studio Flow

As part of the inbound call flow, the Studio Flow will check the "Retrieve callback offer decision attributes" API endpoint to ensure that calls are only sent to Mindful if the Call Target is in a state to offer a callback. Additionally, the Flow can play an EWT phrase to callers, using data returned from the API, to allow callers to make an informed decision.

Two new steps are required in the Flow:

• Execute Action — Invokes the Custom Integration created earlier

• Conditional Statement — Analyzes the API response to determine if the caller should be offered a callback or sent to queue for an agent

Execute Action step

1. After the up-front routing logic, add an Execute Action step.

   

2. In the Connections field, select the new Custom Integration created earlier.

3. In the Actions field, select the Action created earlier.

4. In the Inputs section, assign the Call Target ID to the calltarget_id variable.

   

5. In the Outputs section, select "Parsed response".

   

6. Select a variable to hold the value of data.shouldOffer, which is the value of the offer decision.

   

7. On the Exits tab, configure two exits:

   • Ok — Select the Conditional Statement step (after creating it in the next step of this guide).

   • Execution error — Select a path that leads to an agent queue.

   

Conditional Statement step

Add a Conditional Statement step to determine whether the shouldOffer variable is "True" or "False". If true, the call can be routed down the path to offer a callback. If false, the call can be routed down the path that leads to the Agent queue.