# Integrate voice with Talkdesk > Talkdesk is a cloud-based call center solution that offers VoIP services. Using Kustomer and Talkdesk together allows your sales and support teams to view, ... Source: https://help.kustomer.com/en_us/integrate-voice-with-talkdesk-ByTF0HnGz Last updated: 2024-09-21T01:44:19.895Z [Talkdesk](https://www.talkdesk.com/) is a cloud-based call center solution that offers VoIP services that allow you to manage inbound or outbound calls via a widget and automatically build a customer profile in Kustomer. Using Kustomer and Talkdesk together lets your sales and support teams view, search, and report on historical call data within a customer’s timeline. Users can also listen to call recordings and send an email/SMS follow-up, all within the same conversation view. **Who can access this feature?** **User types** Admins can set up this integration. ### In this article * [Prerequisites](#prerequisites) * [How does Talkdesk work with Kustomer?](#how) * [Install the Talkdesk app](#install) * [Create a Kustomer API Key](#api) * [Configure settings in Talkdesk](#configure) * [Make and receive calls in Kustomer](#calls) * [FAQ](#FAQ) ### Prerequisites You must have a Talkdesk account to use this integration. ### How does Talkdesk work with Kustomer? This integration connects Talkdesk services with Kustomer, allowing your agents to make and receive calls through the Talkdesk widget from inside Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you.  ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/5e5c8a7eb5e3926c55ccbc367a6f1924.png) This integration also populates a link in the Talkdesk callbar, which will take you directly to the contact’s timeline in Kustomer. ### Install the Talkdesk app To integrate Talkdesk with Kustomer, install the Talkdesk app from within the Kustomer App Directory. 1. Go to **Apps ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/097766c19dd3d3807e21eddb5e014cae.png),** search for **Talkdesk** in the App Directory, and then select **Install**. 2. Once the installation is complete, go to **Apps![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/097766c19dd3d3807e21eddb5e014cae.png)\> Talkdesk** and add your Talkdesk subdomain. This is the first part of your Talkdesk URL that is unique to your organization. For example, you would enter _kustomer_ if your Talkdesk URL is _https://kustomer.mytalkdesk.com_. 3. Next, go to **Settings** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/1bb43b9484a82f893d2c442a3ac7ccef.png) **\> Platform > Inbound Webhooks**. 4. In the Webhooks tab, find the **Sync Talkdesk Call Ingest Web Hook**. 5. Select ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/1393f8e93a4e05bd9cf3ed474686cbbd.png)for the hook, select **Copy Hook Address**, and save it in a secure location. You will need this URL to finish setting up Talkdesk later on. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/194e104f78f82bbb786355a793289a4b.png) ### Create a Kustomer API key After you install the app, you must create an API key and add it to your Talkdesk account. 1. In Kustomer, go to  **Settings ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a6987090e72034a3a754f51e3bf5b6bb.png)** **\> Security** **> API Keys**.  2. Select **Add API Key.** 3. Enter the following information: * **Talkdesk** in the Name box. * **org.user**, **org.admin**, and **org.hooks** in the Roles drop-down menu. * **No expiration** in the Expires (in days) drop-down menu. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f34b1cdee59ddf42864c91159e8548e2.png) 4. Select **Create** and copy the token. You will not be able to view this token again once you close this window so be sure to save it in a secure location. You will need to paste it in the following step.  ### Configure settings in Talkdesk The following steps must be done in Talkdesk. 1. Log in as an administrator on Talkdesk. 2. From the toolbar, select **Builder > Integrations > Add integration**. 3. Locate Kustomer in their integration directory, then select **Add integration.** 4. Fill out the required fields as follows: * Your Kustomer domain, entered as _https://\[yourdomain\].kustomerapp.com_ in the **URL** box. * Paste the API token you copied in the previous step in the **API Token** box. * Paste the hook address you copied during installation in the **Web Hook URL** box. 5. Adjust the remaining settings as desired for your team, then select **Save**. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f1a789249cb57491ee6c9a6577b338fe.png) ### Make and receive calls in Kustomer Before using Talkdesk to make and receive calls within Kustomer, an agent must log into their Talkdesk account from a separate browser tab.  Once logged in, agents can go to **Widgets**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/13730aad53b4d707e254da2ba1a3497e.png) in the sidebar and open Talkdesk ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/28d5b8b56d27e97ee6ece959d7135db3.png). Agents currently in an Available state while on a voice team can dial the number directly in the Talkdesk widget or select the number while viewing a customer's details. ### FAQs **Q: I entered my account name in the widget and now it won't load, what do I do?** A: To use the widget, you must log in to Talkdesk from a separate browser tab. Once logged in, refresh![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3b9f5756dd3cb33acf4e45bdafe5e269.png) the widget In Kustomer to open the dialer. **Q: Do I need to link my phone number into Kustomer if I had to in Talkdesk?** A: No. Your phone number must only be linked in Talkdesk for the integration to work. **Q: Why was my call missing a recording?** A: If the recording exists in Talkdesk but not in Kustomer, please get in touch with our support team. Otherwise, you should contact Talkdesk’s support team for assistance. **Q: Does sending multiple events for one call create duplicate call records in Kustomer?** No, each call event from Talkdesk requires the call’s UUID. Kustomer references this key to store data from multiple events in the same call record.