Reference · built on requestConnectorVoice & contact center

Talkdesk

Calls, users, live metrics, and historical reports from Talkdesk, with webhook events signed by Talkdesk.

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About

Talkdesk is a cloud contact center platform sold by Talkdesk. Its public APIs sit behind regional base URLs, api.talkdeskapp.com for the US, api.talkdeskapp.eu for the EU, and api.talkdeskappca.com for Canada, and are secured by OAuth 2.0 with client credentials for an account or authorization code for one user. The Explore API extracts historical reports as asynchronous jobs, the Live API streams real-time metrics, and the Events API delivers signed webhooks.

Through Fibric, an operator reads calls, user status, and live queue metrics, then proposes a direct callback, a contact update, or a Do Not Call entry. You approve it, and a receipt records what changed and why.

This is a reference listing. It documents what Fibric would read from Talkdesk and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Calls with disposition_code, talk_time, ring_groups, recording_url, and csat_score from the Explore API Calls Report at /data/reports/calls/jobs
  • Users through GET /users and GET /users/{id}, plus the User Status Report in Explore
  • Real-time metrics through Live API subscriptions, up to 16 metrics each, refreshed every five to 60 seconds
  • Contacts, ring groups, and agent attributes through the Contacts API, Ring Groups API, and Attributes API
  • Recordings for a call through the Recordings API call recordings list
  • App lifecycle and user.logout events as webhooks through the Events API, signed with ECDSA and SHA512

Proposed actions

  • Target capability: propose a direct callback through the Callback API (POST /calls/callback)
  • Target capability: propose contact changes through the Contacts API
  • Target capability: propose a Do Not Call list entry through the Do Not Call Lists API
  • Target capability: propose custom field values on an interaction through the interaction custom fields endpoint
  • Target capability: propose a record list for the dialer through the Record Lists API

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Book the callback an agent promised

    When an agent notes a callback, propose it through the Callback API with the number and time. The supervisor approves and the request is placed once.

    With Callback Promise

  • Catch a queue before service level slips

    Subscribe to queue wait and service level metrics on the Live API. When a value crosses your line, propose the change and page the shift lead.

    With Breach Watch

  • Spot a sentiment turn

    Pull the Calls Report each hour, join csat_score and disposition_code by ring group, and flag a drop for review before the day ends.

    With Sentiment Spike

  • Open the day with yesterday's calls

    Run a Calls Report job overnight, download it when ready, and put talk time, missed calls, and dispositions into the morning brief.

    With Morning Brief

Requirements

  • A Talkdesk account and an OAuth client with the scopes each API names, for example events:write for the Events API
  • The base URL for your region: api.talkdeskapp.com, api.talkdeskapp.eu, or api.talkdeskappca.com
  • TLS 1.2 or later for Explore API calls
  • An HTTPS endpoint of your own if you subscribe to Events API webhooks
Authentication
An OAuth 2.0 client created in Talkdesk with the scopes you select, using the client credentials grant for account-wide access or authorization code for a single user.

Limits

  • Explore API data trails real time by 15 minutes, and at most 15 report requests can be active at once
  • A Calls Report request covers up to one month of data
  • Events API delivery is at least once, so duplicates must be dropped by event_id
  • The Users API documents read endpoints only; agent status is reported, not set, through this listing

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

How fresh is Explore API data?
Talkdesk states a 15-minute delay to real time. Reports run as asynchronous jobs: execute, poll status, then download the file. A Calls Report can cover up to one month per request, and at most 15 requests may be active at the same time.
How are webhook signatures checked?
Talkdesk signs every event with ECDSA and SHA512. The signature travels in the X-Hub-Ecdsa-Signature header and the key id in X-Hub-Ecdsa-Signature-Id. Your endpoint fetches the public key from /events/signature-keys/:id, which needs no authentication.
Which regions have separate base URLs?
Three. api.talkdeskapp.com serves the US, api.talkdeskapp.eu serves the EU, and api.talkdeskappca.com serves Canada. Talkdesk asks integrators to use the base URL that matches the account's region-based installation.
Ask about Talkdesk

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Talkdesk through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy