How to connect Talkdesk to Binom: cases from conversations, status, add-ons. Available on request.
The Talkdesk integration connects the chat with your contact center: the AI employee opens a case in Talkdesk, adds to it, and tells the customer its status. Talkdesk is available on request in the Binom dashboard: Integrations → More integrations → Talkdesk.
What Binom can do in Talkdesk
Here, Binom means your AI employee. Once Talkdesk is connected, it calls the service's actions when the conversation needs that data. You decide which actions it can use. In the dashboard, each action is labeled: read (Binom only views data), write, or delete (Binom changes or deletes data in Talkdesk).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Cases | Cases and their fields | Create, update, delete |
| Contacts | Contacts | Delete |
| Queues and agents | Queues, agents | None |
| Campaigns | Outbound call campaigns | Create and update |
| Recordings and reports | Call recordings, reports | Generate a report |
Can the chatbot open a case in Talkdesk?
Yes. Binom creates a case ("Creating A Case") with a description taken from the conversation, and later updates it ("Updating A Case").
Case status
The customer asks about their issue, and Binom tells them the case status ("Getting Case Details").
What access you will need
Connection method: sign-in via OAuth 2.0 (you log in to your service account and confirm access). Details for each method are shown in the "Authentication" block on the Talkdesk page in the dashboard.
How to get the Talkdesk integration
Talkdesk is connected on request: first, the Binom team sets up the integration for your account. The general catalog rules are described in the instructions how to connect a service from "More integrations".
- Open Integrations → More integrations, enter "Talkdesk" in the "Search integrations" field, and open the Talkdesk card.
- The "Talkdesk integration for assistant" page will show the message "Integration is available on request. Request it now, and we will set it up for you as a priority." Here, the assistant is your Binom. The "Authentication" block shows which access you will need, and the "Actions" list shows everything Binom can do in Talkdesk.
- Click "Request integration." The message "Request sent. You will receive a notification when the integration is available." will appear, and the button will change to "Requested."
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Talkdesk page.
- Click "Connect," complete the steps in the "Connect Talkdesk" window, and click "Done." After "Connecting…", the status will change to "Connected." If the message "Confirmation has not arrived yet. The connection may still complete. Check again in a minute." appears, click "Check again."
How to choose what Binom can do in Talkdesk
A connected integration does nothing until you allow actions. The dashboard states this clearly: "Select the actions the assistant may call. Until you select something, the assistant has no access to any action."
- On the Talkdesk page, check the actions you need in the "Actions" list. The "Filter by actions" field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before any action that writes or deletes records, Binom describes what it is about to do and waits for your reply.
- Click "Save". The message "Allowed actions saved" confirms the changes.
To get started, "Get Contacts List", "Creating A Case", "Getting Case Details" and "Updating A Case" are enough. Add the actions for editing and deleting when you are ready to let Binom make changes in Talkdesk.
How to check that the integration works
- Start a new conversation with your Binom, for example through a public chat link, and describe a test problem. Check the request in Talkdesk.
Possible issues
Binom does not use Talkdesk data in its answers
What to check: that the Talkdesk status is "Connected" and that the needed actions are checked (for example "Creating A Case").
What to do: check the actions and click "Save".
How to tell it is fixed: the message "Allowed actions saved" appears, and in a new conversation Binom answers using Talkdesk data.
"Couldn't save the request. Please try again."
What to do: click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (Talkdesk).
How to tell it is fixed: the button shows "Requested".
"Integration is temporarily unavailable – your request has been saved."
Nothing else is needed: the request is saved, and you will receive a notification when Talkdesk can be connected.
"Reconnection required"
What it means: "The service no longer accepts saved access, so the assistant does not use it."
What to do: open the Talkdesk page under More integrations, click "Reconnect" and go through the connection window again.
How to tell it is fixed: the status shows "Connected".
"Couldn't start the connection. Please try again."
What to do: click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (Talkdesk) and a screenshot of the message.
How to tell it is fixed: the "Connecting Talkdesk" window opens.
"On a paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we will notify you when it launches." For what each plan includes, see the plans and subscription pricing page, and for how to change your plan, see the guide how to change or upgrade your plan. After changing your plan, return to More integrations and open Talkdesk again.
"You do not have permission to manage this section."
What it means: only users with the Owner or Admin access level can manage integrations.
What to do: ask the account owner to give you the Admin access level or to connect Talkdesk themselves. For more details, see access levels in a team.
How to tell it is fixed: after refreshing the page, the integration settings open.
If the problem isn't resolved, write to support@binomai.com or send the message "I want to talk to a human" in the chat with Tutor. Include the Binom name, the integration, and attach a screenshot of the message.
How to disconnect Talkdesk
On the Talkdesk page, click "Disconnect". The "Disconnect Talkdesk?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the credentials again." Confirm, and the message "Integration disconnected" will appear.
Other common questions
Do I need a developer to integrate Talkdesk?
No. You request Talkdesk in the Integrations → More integrations section, the Binom team sets up the integration, and then you connect the account yourself and choose the actions.
What's next
Updated October 21, 2026
