Integrate Talkdesk Cloud Contact Center with Creovai
This article shows you how to import your call audio and metadata by integrating the Talkdesk Cloud Contact Center with Creovai. In this article you’ll generate a Talkdesk API user for Creovai, allowing Creovai to call Talkdesk via their call recording API and verify us to batch-ingest your customer call center audio and metadata.
Note: Creovai uses industry-standard HTTPS/SSL for receiving call recordings and metadata.
Before you begin:
- You’ll need to generate a Talkdesk API user by contacting Talkdesk Support (developers@talkdesk.com) or in collaboration with your Talkdesk Success Manager.
Getting started: Refer to Talkdesk’s developer documentation to understand more about how to obtain API access and configure an integration from your Talkdesk instance.
Understand Creovai-supported OAuth2 types
To get the most out of Creovai by using all of its features, you’ll need to integrate your call audio and metadata in Talkdesk Cloud Contact Center with our application. OAuth Application grant types allow you to grant Creovai limited, secure access to your contact center data without exposing your credentials. The table below summarizes the OAuth2 API authorization types Creovai supports.
Creovai-supported OAuth2 API application, authentication and grant types
| OAuth2 API Type | What Creovai supports | API Type Description |
|---|---|---|
| Application type | Talkdesk API only | Retrieve Talkdesk call and user data and initiate callbacks from Web and mobile. |
| Authentication type | Talkdesk API: Reporting core with OAuth | OAuth 2.0 allows Creovai to request an access token from Talkdesk, which securely validates Creovai’s permission to request your contact center data. |
| Grant type | Client credentials | “Allows a developer to obtain API access on behalf of an entire Talkdesk account. This grant type should be used by:
|
Tip: You may also refer to these Talkdesk developer articles on Talkdesk application types, Talkdesk authentication types and generating the Talkdesk client credentials grant type.
Provide Talkdesk API user client credentials to Creovai
After generating your Talkdesk API user in the Getting started section, you’ll need to give your Creovai Integrations Specialist the following client credentials for the Talkdesk API:
- The username (client_id)
- and the password (client_secret).
We’ll configure the Talkdesk integration with Creovai using these credentials. This allows Creovai to call Talkdesk via the API and confirm we are verified to receive your customer call center audio and metadata
Work with Creovai to enable and automate call retrieval
Once we've verified that your calls and metadata are flowing from Talkdesk Cloud Contact Center into Creovai, and automated the process, you'll work with a Creovai Customer Success Manager to begin generating insights about your customer interactions.