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2 // A Guide to the Talkdesk and Highrise Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and Highrise Integration // // 6 Ways to Use the Talkdesk and Highrise Integration // 07 // Readily Available Caller Profile Information // 09 // Know the Entire History of the Caller // 10 // Two-way Synchronization // 11 // Update Highrise Data Without Leaving Talkdesk // 12 // Call Highrise Contacts Directly From Talkdesk // 13 // Search for and Open Highrise Contacts From Talkdesk // // Activate the Integration // // Call Directly From Highrise // 26 // 2

3 // Introduction // Welcome to Talkdesk! // talkdesk was built with the agent in mind. We made sure that everything you should know about each customer pops up on your computer screen, when they call. Talkdesk makes it easy for you to answer, make calls, edit customer information and write notes about your calls. This manual will help with the Talkdesk and Highrise integration and provide more information about the functionality. We really hope Talkdesk makes your job easier and that you love it as much as we do! // 3

4 // A Guide to the Talkdesk and Highrise Integration Overview & Advantages of the Talkdesk and Highrise Integration 1 // 4

5 // Overview & Advantages of the Talkdesk and Highrise Integration // Talkdesk brings all the benefits of an enterprise-level call center to your business. // highrise is still the crm of choice for sales teams. With the Highrise integration, Talkdesk allows your agents to benefit from the Highrise functionality that they love, directly from the Talkdesk interface. Here are some of the benefits of the Talkdesk and Highrise integration: // All previous tickets, s, messages, chats, social media and phone interactions will automatically be displayed in one interface, as the customer calls. // 5

6 // Overview & Advantages of the Talkdesk and Highrise Integration // Two-way synchronization allows your agents to update information in Highrise and Talkdesk will automatically be updated as well (and vice versa). // Create a task, note or contact to Highrise directly from the Talkdesk interface. // Automate tasks to save your team time and effort. // One minute, simple setup. // All of Highrise contacts will be automatically uploaded into Talkdesk. // Simple to use - virtually no ramp-up time needed. // 6

7 // A Guide to the Talkdesk and Highrise Integration 6 Ways to Use the Talkdesk and Highrise Integration 2 // 7

8 // 6 Ways to Use the Talkdesk and Highrise Integration The following are six of the most powerful functions of the Talkdesk and Highrise integration: // Readily available caller profile information // Know the entire history of the caller // Two-way synchronization // Update Highrise data without leaving Talkdesk // Call Highrise contacts directly from Talkdesk // Search for and open Highrise contacts from Talkdesk // 8

9 // Readily Available Caller Profile Information 2.1 // Readily Available Caller Profile Information Talkdesk retrieves all of the customer information from Highrise (name, company, job title, phone number, , address, website, etc.). As the phone rings, comprehensive information about the caller is displayed. // 9

10 // Know the Entire History of the Caller 2.2 // Know the Entire History of the Caller Talkdesk also retrieves the caller s previous interactions (tasks, cases, notes, etc.) with your company from Highrise. Talkdesk shows the entire history of the caller in their activity tab. // 10

11 // Two-way Synchronization 2.3 // Two-way Synchronization Talkdesk automatically synchronizes information from call logs, recordings and notes into the contact s profile in Highrise. With this seamless synchronization, agents will always be informed with accurate information. // 11

12 // Update Highrise Data Without Leaving Talkdesk 2.4 // Update Highrise Data Without Leaving Talkdesk Agents can manually create and update contacts, notes and tasks in Highrise, without leaving the Talkdesk interface. Save your agents time and increase efficiency by eliminating the need to update information in multiple systems. // Create tasks and notes Send data to your Highrise account with one click. You can create a new task or note in Highrise directly from the Talkdesk interface. We pre-fill information for improved productivity. // 12

13 // Call Highrise Contacts Directly From Talkdesk 2.5 // Call Highrise Contacts Directly From Talkdesk Agents can call Highrise contacts directly from Talkdesk with the click of a button and identify existing ones when they call. You can also view comprehensive information about the caller as the phone rings. // Identify the phone number that was called. // Mute the call, place the call on hold or transfer the call to another agent. // Create a contact task or note and send information to Highrise without leaving Talkdesk. // 13

14 // Search for and Open Highrise Contacts From Talkdesk 2.6 // Search for and Open Highrise Contacts From Talkdesk // Search for Highrise contacts In Talkdesk, click on the contacts tab. Select highrise from the dropdown list in the search bar (this step is helpful, but not necessary). Select the search criteria phone, company ) from the dropdown list. Click search. (i.e. name, , // 14

15 // Search for and Open Highrise Contacts From Talkdesk // Open Highrise contacts from Talkdesk Click on the name of the contact that you would like to view. Click on the profile tab to view the contact s name, , phone number, etc. Click on the activity tab to view recent voic s, activities, live chat transcripts, notes, cases, etc. // 15

16 // A Guide to the Talkdesk and Highrise Integration Activate the Integration 3 // 16

17 // Activate the Integration Highrise integration setup is quick and easy. No programming is required, just enter your Highrise account information and the integration process is complete. Follow these steps to activate the integration: // Log into your Talkdesk account as an Administrator. // Click on the admin tab at the top of the page. // Select the integrations tab and click on the Highrise connect button. // Fill out the form with your Highrise information. // 17

18 // Activate the Integration Select the appropriate boxes to synchronize contacts, interactions and conversation history. // Click connect highrise. This action will redirect you to the login page of Highrise. // 18

19 // Activate the Integration You will need to enter your Highrise login information and allow Talkdesk to access your Highrise information. Once you finish, there will be a screen to let you know that the integration has been set up successfully. The Talkdesk and Highrise integration is now complete! Information will be automatically synchronized between Talkdesk and Highrise. // 19

20 // A Guide to the Talkdesk and Highrise Integration Setup Automated Tasks 4 // 20

21 // Setup Automated Tasks With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum: // When a new contact calls, create a task, an event, a note or a contact in Highrise // When a contact is created in Talkdesk, create the contact in Highrise // When a note is created in Talkdesk, create a note in Highrise // When an outbound call ends in Talkdesk, log a call in Highrise Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers. // 21

22 // Setup Automated Tasks To configure an automated task, please follow these steps: // Log into your Talkdesk account as an Administrator. // Click the admin tab. // Click on integrations and click the Highrise settings button. // Click on add new automated task. // Customize the automated task according to your needs. // Click on save. // 22

23 // Setup Automated Tasks example: Follow these steps to set up an automated task for missed calls in Talkdesk. When a call is missed, Talkdesk will automatically create a task in Highrise. Select the trigger as when a called is missed in Talkdesk then create a task in Highrise. Talkdesk will automatically send a task to Highrise each time there is a missed call. // 23

24 // Setup Automated Tasks You can customize the description of the task sent to Highrise by dragging the relevant fields into the text boxes, such as: // Task body: Caller s name: {{contact.name}} (drag the contact name trigger field) Caller s {{contact. }} (drag the contact trigger field) // 24

25 // Setup Automated Tasks // Due Date: {{time.now}} (drag the present time field) // Public: False // Notify: False Once finished, click save to activate the automated task. You can disable this trigger by turning it off anytime. // 25

26 // A Guide to the Talkdesk and Highrise Integration Call Directly From Highrise 5 // 26

27 // Call Directly From Highrise With the Google Chrome Extension, your agents can use Talkdesk to call customers directly from their favorite Helpdesk, CRM, sales software or any other website. All they need to do is click on the phone number and Talkdesk will take care of the rest. The Talkdesk click-to-call feature gives your agents all of the functionality of Talkdesk (i.e. IVR, waiting queues, advanced routing, voic s, etc.) directly from the interface of your favorite software. Once you install the Talkdesk Google Chrome Extension, it will intelligently scan your current systems and add a link to each phone number. Once your agent clicks the link, the call will be made using Talkdesk. It s as simple as that. All calls will be made and received through your browser and none of your information will be exchanged with Talkdesk or third-party servers. // 27

28 // Call Directly From Highrise // How to Install // Install the extension from: adjgicoimjhccdcjgepkmigomegpjplg?authuser=2 // Log into your Talkdesk account. // Navigate to Highrise and start calling. Call using Talkdesk Click-to-call functionality from SaaS products and your favorite websites will allow your agents to stay busy speaking with customers, rather than searching for their phone numbers. Save your agents time and frustration and allow them to focus on what really matters. // 28

29 // A Guide to the Talkdesk and Highrise Integration Thanks and we hope you love using Talkdesk as much as we do! Talkdesk is as powerful as enterprise call center software with the simplicity and price of a business phone. Feel free to contact us at support@talkdesk.com if you have any issues, suggestions or just want to say hi! Share This Guide // 29

30 // A Guide to the Talkdesk and Highrise Integration // 30