The DeskTime voice AI integration is useful when a DialNexa call needs information from DeskTime or when a verified call outcome should update DeskTime. This page helps you choose a connection method, map the required data, and test the workflow safely.
A catalog page describes a possible workflow. It does not confirm that a native DeskTime connector is enabled in your workspace. Check Integrations in the DialNexa dashboard first. If DeskTime is not listed, use a custom function, agent webhook, or external automation service.
When to use the DeskTime voice AI integration
Use DeskTime when:
- Your team already relies on DeskTime as a source of customer or operational data.
- The agent needs current DeskTime information to answer or route a caller correctly.
- A call outcome should create, update, or notify something in DeskTime.
- The receiving team will act on the record after the call.
Do not add the integration only because it appears in the catalog. Start with one action that removes a real manual handoff.
Before you begin
Prepare the following:
- A published DialNexa agent that has already passed a basic test call.
- Access to the DialNexa workspace Integrations page.
- A DeskTime account with permission to read or update the required records.
- One test record that does not affect a live customer.
- A list of actions that can run automatically and actions that require human review.
Choose how to connect DeskTime
Build the DeskTime voice AI workflow
- Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
- Choose the connection method from the table above.
- Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
- Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
- Store the destination record URL or ID with the call result so your team can trace the handoff.
- Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.
Data to map between DialNexa and DeskTime
- DialNexa call ID, call direction, status, and final outcome
- Caller name, phone number, email, and matched customer or account ID
- Structured fields collected during the call, including consent where required
- Short operational summary, requested next step, owner, and due date
- Transcript or recording link only when your privacy policy allows it
- DeskTime record ID, record URL, update timestamp, and integration result
DeskTime actions to evaluate
The following examples come from the catalog metadata or common workflow patterns. Confirm the current action name, required fields, permissions, and limits in your DeskTime account before implementation.
- Create project with optional task
- Get account details
Start with one low-risk read or write. Add more actions only after the first handoff is reliable.
Verify the DeskTime integration
Run a test call and confirm that:
- The workflow finds the intended DeskTime record instead of creating a duplicate.
- Only the approved fields change.
- The DialNexa call ID is stored for traceability and retry protection.
- A failed request creates a visible error or human-owned task.
- The receiving owner can open the DeskTime record and understand the next step without reading the full transcript.
Troubleshoot DeskTime integration issues
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