Talkdesk Chat
This article covers the configuration needed for Capacity's Conversation Intelligence (CI) platform to ingest your Talkdesk chat conversations and associated metadata. It assumes you've already created your Talkdesk OAuth client — if not, start with the Authentication article first.
How It Works
- Automated ingestion of chat conversation transcripts and metadata directly from Talkdesk via API
- Secure, credential-based access using OAuth 2.0 client credentials — Capacity never has access to your Talkdesk login
- Batch retrieval of chat conversations and metadata once configured
Before You Begin
- Complete the Authentication article to create your Talkdesk OAuth client.
- You'll add the scopes below to that same client — you don't need to create a second client for Chats.
Required Scopes
In your OAuth client's scopes panel, select the following four scopes at a minimum:
| Scope | Description |
|---|---|
| data-reports:read | Read access to Explore API reports, including the Messaging Contacts Report used for chat ingestion |
| data-reports:write | Write access to Explore API reports; required for certain report-generation endpoints |
| recordings:read | Read and download recorded media. For chat, this covers any voice notes, images, or media attachments shared within a chat interaction |
| interactions-public:read | Read access to interaction-level detail via Talkdesk's Interactions API — supplies the message content/transcript, since the Messaging Contacts Report itself returns metadata only |
| users:read | Read the Talkdesk user directory (used to map agent identities) |
Don't proceed with fewer than the four scopes listed above. Removing any scope will cause CI to fail when retrieving recordings or user data. If your account uses Early Access scopes or custom role restrictions, confirm with your Talkdesk administrator that all four can be granted.
What to Share with Capacity
| Item | Description |
|---|---|
| Client ID | The Client ID generated in Partner Project |
| Client Secret | The Client Secret generated in Partner Project |
| Base URI | The subdomain prefix (e.g. mycompany from mycompany.talkdeskid.com) |
| Region | The TalkDesk regional domain (e.g. talkdeskapp.com) |
Always share credentials securely, never send as plain text in an email