VantegrateNative API integrationIntegrate Talkdesk with AI agentsto sell by text and hand off with full context
Vantegrate's AI agents work on your Salesforce org and connect to your Talkdesk account through its official API, with an OAuth client from your own account: they follow up by SMS or WhatsApp on missed calls, answer sales questions with Salesforce context and, when a person is needed, hand the conversation to your team in Talkdesk with everything the customer already wrote. Calls stay in Talkdesk; records stay in your Salesforce.
How the data flows
What does it mean to integrate Talkdesk with Vantegrate's AI agents?
Integrating Talkdesk with Vantegrate's AI agents means your sales conversation and your contact center follow the same thread. Through a Talkdesk automation, the agent learns about every missed call and follows up by SMS or WhatsApp with the customer's Salesforce context; when a person is needed, it hands the conversation to your team in Talkdesk with everything the customer already wrote.
Talkdesk already includes SMS, WhatsApp and its own AI agents, such as Autopilot, for service. Vantegrate's agent covers a different stretch, the sale, using your Salesforce data: it answers with your prices and inventory, builds the quote and logs the outcome. Calls and conversations stay in Talkdesk; records stay in your Salesforce.
What do you want to connect to your Talkdesk?
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2 · What our team receives
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What moves between Talkdesk, the agent and your Salesforce
Talkdesk tells the agent what happens in your queues, and the agent queries the API only when it needs a data point.
Missed calls, with an alert to the agent
In Talkdesk Connections, an automation links a Talkdesk event to an action in another system, and the example Talkdesk gives is exactly a missed call. With that automation the agent finds out, looks the number up in Salesforce and follows up by text.
SMS and WhatsApp in your contact center
Talkdesk offers SMS and WhatsApp Business as digital channels, with Meta-approved WhatsApp templates and sending through its API. Which number the agent texts from, a dedicated sales number or your Talkdesk numbers, is decided during discovery.
Handoff to your team, same chat
With Digital Connect, an external bot passes the session to a person in Talkdesk and the customer keeps writing in the same chat. Whoever picks it up sees the earlier messages in the Conversations app, and the agent adds a summary.
How the integration works, step by step
Vantegrate sets up the connection and turns it on in phases; your team authorizes the permissions and validates.
API access and an OAuth client
Talkdesk opens its API to enterprise customers and partners. Your team requests access and, in Talkdesk Builder, creates an OAuth client restricted to your account, with only the scopes the integration uses.
Call alerts and channels
We set up the Talkdesk Connections automation that reports each missed call and decide where the agent texts from: a dedicated sales number or your Talkdesk SMS and WhatsApp numbers.
Handoff to a person
If your account has Digital Connect, we connect its events so the agent can hand the conversation to your team with the history; if not, the handoff goes in as a callback in your queue.
Validation with real contacts
We test with a test queue and number, validate with your service and sales teams, and roll out in phases.
A missed call in Talkdesk continues by SMS or WhatsApp
A customer who calls and reaches no one usually ends up as one more line in the missed-call report. With the integration, a Talkdesk Connections automation alerts the agent, which looks the number up in Salesforce and texts the customer knowing who they are and what is open. Timing matters: in a study published in Harvard Business Review covering 1.25 million leads at US companies, firms that tried to reach a lead within the first hour were nearly seven times as likely to qualify it as those that tried even an hour later.
Talkdesk already brings the call into Salesforce: the automations in its Talkdesk for Salesforce package can create a task or a case on a missed or abandoned call (Talkdesk). What the agent adds is the conversation that follows: it answers with your prices and inventory, builds the quote and logs the outcome on the same customer record.
| Dimension | Missed call, no follow-up | Talkdesk with the agent |
|---|---|---|
| Alert | A line in the missed-call report | A Connections automation that alerts the agent |
| Context | The customer explains everything again | Their record and open opportunities in Salesforce |
| Channel | A callback whenever someone is free | SMS or WhatsApp right away, and a call if they ask |
| Record | The call in Talkdesk, the chat somewhere else | Every conversation on the customer record in Salesforce |
The exact events, numbers and rules are defined with your team.
Each channel keeps its rules: texting US numbers from Talkdesk takes A2P 10DLC registration or toll-free verification first, and a STOP reply blocks texts from every Talkdesk SMS number you have; starting a WhatsApp conversation takes a Meta-approved template and the customer's opt-in. The US details are below and on the SMS integration page.
When a person is needed, the conversation moves into Talkdesk without switching chats
For digital channels, Talkdesk documents Digital Connect as the way for an external bot to escalate the session to a person while the customer stays in the same chat (Talkdesk). The agent opens the conversation through the API, sends in the customer's messages and receives your team's replies by webhook, then relays them to the customer's channel (Talkdesk).
Whoever picks it up sees it in the Conversations app with the messages the customer already wrote, and Talkdesk lets you bring context variables from the external system into its workspace through a Studio flow. The agent adds the summary and a link to the customer in Salesforce, and stays quiet while a person is handling it. See how that step is built in AI agent to human handoff.
Digital Connect is purchased separately from Talkdesk, and its events are set up with Talkdesk Connections (Talkdesk). If your account doesn't have it, the agent can request a callback in your queue through the Callback API, so a person calls the customer as soon as someone is free (Talkdesk).
One owner per conversation: during discovery we decide which conversations the agent takes and which go straight to your team, so no customer gets two replies.
How the agent works alongside Talkdesk's AI and Talkdesk for Salesforce
Talkdesk calls its AI layer Customer Experience Automation (CXA). Autopilot, formerly Talkdesk Virtual Agent, resolves requests across voice and digital channels and passes complex cases to a person; Copilot assists your agents and Navigator routes each contact (Talkdesk).
Those agents are built in the AI Agent Platform, where Talkdesk acts as an MCP client: they can use tools from Model Context Protocol (MCP) servers that the customer hosts, currently over the Streamable HTTP transport only (Talkdesk). Vantegrate's integration doesn't depend on that piece: it goes through Talkdesk's API.
For Salesforce, Talkdesk offers two packages. Talkdesk for Salesforce places Talkdesk side by side, on top of or inside Salesforce and logs calls with its automations; Talkdesk for Salesforce Voice runs inside Omni-Channel and, according to Talkdesk, is the required path for organizations using Agentforce. Salesforce has announced the retirement of Open CTI, and Talkdesk says its package will continue as it removes that dependency (Talkdesk). The agent replaces neither: it queries Salesforce live, and during discovery we decide what each one logs, so no activity is duplicated.
| Talkdesk piece | What it does | What the agent adds |
|---|---|---|
| Autopilot | Handles voice and digital channels and escalates complex cases | The sale, with your prices, inventory and Salesforce data |
| Copilot and Navigator | Assist your agents and route each contact | The conversation reaches your team already summarized |
| AI Agent Platform (MCP) | Gives Talkdesk's AI agents external tools | Not needed for the integration, which uses the API |
| Talkdesk for Salesforce and Salesforce Voice | Calls and call logging inside Salesforce | We agree on what each one logs |
Based on Talkdesk documentation; availability depends on your plan and region.
Texting US customers from Talkdesk: registration, consent and opt-outs
To text US numbers from Talkdesk, whether from a local US number or an international one, you need to complete A2P 10DLC registration first: you submit a support ticket and Talkdesk Customer Care coordinates your brand and campaign registration with its carrier partners (Talkdesk). Toll-free numbers, such as 800, 888 or 877, go through Toll-Free Verification instead (Talkdesk).
The registration reviews how customers opt in, and one rule shapes the follow-up flow: you can't send a text to ask for consent. Sample messages need your brand name and opt-out language, and the HELP and STOP auto-replies must be defined. So the agent texts only customers who already agreed to receive texts from you, for example on a web form, and everyone else gets a callback.
Once texts flow, a STOP reply in Talkdesk's SMS channel blocks texts to that customer from your entire list of Talkdesk SMS numbers until they send START, and a text from an unregistered or unverified number fails with a notice to your admins (Talkdesk). The general SMS rules, including TCPA consent, are on the SMS integration page.
Map each message to a campaign: we list with your team which texts the agent sends (missed-call follow-ups, quotes, reminders) so each one matches a registered use case before the first message goes out.
You've seen how it connects. Want to walk through your case?
Tell us how your Talkdesk is set up and we'll tell you what data we need and where the agent connects.
An agent connected to your Talkdesk vs. a standalone tool
| Standalone AI tool | Agent connected to your Talkdesk | |
|---|---|---|
| Data source | A copy that drifts | Talkdesk and Salesforce, queried live |
| Where your data lives | In a third-party system | Calls in Talkdesk, records in your Salesforce |
| Result of each conversation | Stuck in another app | Logged in your Salesforce and, on handoff, as a Talkdesk conversation |
| Permissions and audit | Broad and hard to audit | OAuth client with minimum scopes and a log of every action |
| Reaching production | Often stalls as a pilot | Validated, phased rollout |
Why add an AI agent to your Talkdesk
Third-party figures, each with its published source. None of them is a Vantegrate result.
150 million+
Customer interactions a month on Talkdesk, according to the company
30%
Of service cases are already handled by AI, as estimated by service teams
1 in 5
Tickets that AI touches are resolved end to end without a person, at online stores (20.3%)
Nearly 7x
As likely to qualify a lead when contacted within the first hour as an hour later
Talkdesk reports its own interaction count on its About page. The service figure comes from a Salesforce survey of 6,500 service professionals; the Chatarmin figure from 2.9 million tickets at 131 online stores that use its product; and the HBR figure from 1.25 million leads at US companies.
Which agents run on your Talkdesk
Two products in the suite use this integration, each with only the scopes it needs.
Sellium
Sales agent: follows up by SMS or WhatsApp on missed calls in your Talkdesk and answers sales questions with Salesforce context; it qualifies, quotes from your price lists, collects payment through a link and, when a person is needed, hands the conversation to your team in Talkdesk with the history.
Explore Sellium
Metrix
Data agent: answers from Slack, Microsoft Teams, WhatsApp or the web how many contacts are in queue, how long the oldest one has waited, and what the abandonment rate or service level is, using Talkdesk's live metrics and Talkdesk Explore historical reports.
Explore MetrixThe integration doesn't move your calls or conversations anywhere
AI comes to your data, not your data to the AI: the agent reads only what it needs from Talkdesk and logs the outcome in Salesforce. Talkdesk reports holding more than 30 security and compliance certifications of its own (Talkdesk) and runs in separate regions, including the US, Europe, Canada and the UK, in part to meet data locality rules (Talkdesk).
- Access through Talkdesk's official API with an OAuth client restricted to your account and only the scopes the integration uses (for example, Digital Connect or live metrics).
- Call alerts come from a Talkdesk Connections automation your team can see and disable: the agent receives only what that automation sends.
- Calls and conversations stay in your Talkdesk account; every action the agent takes is logged in Salesforce.
- The agents run on Salesforce or Oracle Cloud Infrastructure, whose SOC 2 and ISO 27001 certifications belong to those platforms, not to Vantegrate; Talkdesk's certifications belong to Talkdesk.
Frequently asked questions about the Talkdesk integration
What sales, service and IT teams ask before connecting an AI agent to Talkdesk.
How do I integrate Talkdesk with an AI agent?
How do I integrate Talkdesk with an AI agent?
Through Talkdesk's official API, which Talkdesk opens to its enterprise customers and partners: your team requests access and creates an OAuth client restricted to your account, with only the scopes the integration uses (Talkdesk). A Talkdesk Connections automation alerts the agent to each missed call, and the handoff to your team goes through Digital Connect or as a callback. Vantegrate sets up the connection; your team authorizes and validates. Meet the sales agent at Sellium.
Does Talkdesk integrate with WhatsApp?
Does Talkdesk integrate with WhatsApp?
Yes. Talkdesk offers WhatsApp Business as a channel: you connect it from its Channels app, register marketing, utility or authentication templates, and route each number to queues or a Studio flow (Talkdesk). For US customers, keep in mind that 32% of US adults use WhatsApp (Pew Research Center, 2025) and that Meta doesn't deliver WhatsApp marketing templates to US phone numbers (Meta). So follow-ups to US numbers go by SMS by default, and WhatsApp takes over when the customer writes to you there. More in the WhatsApp integration.
Does the agent replace Talkdesk Autopilot or Talkdesk for Salesforce?
Does the agent replace Talkdesk Autopilot or Talkdesk for Salesforce?
No. Autopilot handles voice and digital channels and Copilot assists your agents; Talkdesk for Salesforce logs calls in your CRM. Vantegrate's agent works the sale with your Salesforce data: it answers, qualifies, quotes and logs the outcome, and when a person is needed it hands the conversation to your team in Talkdesk. During discovery we define who handles each case and what each one logs, so no customer gets two replies and no activity is duplicated.
What can Metrix tell us about our Talkdesk contact center?
What can Metrix tell us about our Talkdesk contact center?
Using Talkdesk's Live API, Metrix answers in plain English how many contacts are in queue, how long the oldest one has been waiting, and what the abandonment rate or service level is, with data Talkdesk refreshes every 5 to 60 seconds (Talkdesk). For trends it uses Talkdesk Explore reports, which arrive with a 15-minute delay. Each user sees only what their role allows. Meet the data agent at Metrix.
AI agent to human handoff
How the agent passes the conversation to a person, with full context.
Learn moreSalesforce integration
What the agent reads and writes in your Salesforce, and with which permissions.
Learn moreWhatsApp integration
The channel, its templates and how the agent handles each chat.
Learn moreSMS integration
The channel rules: 10DLC registration, consent and opt-outs.
Learn moreLet's connect AI agents to your Talkdesk
Tell us which queues, channels and flows you use in Talkdesk, and we'll show you which events the agent listens to, which scopes it requests and how each conversation reaches your team and your Salesforce. A 30-minute conversation, no commitment.
Francisco Morales, co-founder, takes your call. We reply on WhatsApp within 4 business hours, no strings attached.
