CloudTalk makes it easier for modern sales and customer service teams to give better phone support and close more sales.
The Amazon SNS platform (SNS) is a web service that enables you to send an SMS or a text-enabled mobile push notification to targeted subscribers.
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Triggers when call is made via CloudTalk.
Triggers when a contact is created or updated in CloudTalk.
Triggers when you add a new subscription.
Triggers when you add a new topic.
Create a contact.
Update an existing contact.
Create a new message.
Create a new topic.
CloudTalk (https://cloudtalk.zendesk.com/. is a feature on Zendesk that enables external services and applications to send and receive messages to and from Zendesk support chats and email conversations. It has been integrated with Amazon SNS (http://aws.amazon.com/sns. and this integration allows your chat and email conversations to be published to Amazon SNS topics and hence allowing your chat and email conversations to be consumed by any application or device with access to Amazon SNS. There are many services being offered today that have been built on top of Amazon SNS, see below for a list of some of these services:
NATS Streaming service
These services provide the ability to be notified in real time when a message is published to a topic of interest, allowing you to react in a timely manner. Two services that I have used, which consume messages from Amazon SNS topics are NATS Streaming Service (https:/ats.io/), which provides a messaging platform that can be used to process messages from Amazon SNS Topics and Loggly (https://www.loggly.com/), which provides log management service, which can be used to process logs from Amazon SNS Topics.
To enable CloudTalk to publish messages to Amazon SNS Topics simply create a new CloudTalk topic in the Zendesk CloudTalk section of Admin Panel in Zendesk Support (https://www.zendesk.com/company/#/support_admin. The CloudTalk topic should be created in the same workspace where you wish to consume the messages from Amazon SNS topics. Once the topic has been created, ensure that the workspaces associated with each channel are added under “Associated Workspaces” section of the CloudTalk topic. The screenshot below shows the “Associated Workspaces” section of the CloudTalk topic:
Figure 1 - Add Associated Workspace to CloudTalk Topic
There are two major benefits of integrating CloudTalk with Amazon SNS:
Receive notifications when events occur in chat conversations and email conversations in Zendesk Support. These events can be written to Amazon SNS topics using CloudTalk, allowing other services or applications to consume the messages from Amazon SNS topics. Services that can be built upon top of Amazon SNS can be used to analyze the information received from Amazon SNS topics. For example, NATS Streaming Service (https:/ats.io/), if used together with an Amazon SNS topic will allow you to process the messages received from the CloudTalk topic into NATS Streaming Service format, which can then be processed into any format supported by NATS Streaming Service. You can learn more about NATS Streaming Service here https:/ats.io/.
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