Do I have to migrate off Talkdesk?

No. Talkdesk stays your contact center. Open is an External Transfer destination in your Studio Flows.

Do I need extra Talkdesk seats for the AI?

No. The AI is a SIP destination, not a Talkdesk agent.

Can the AI escalate to my Talkdesk agents?

Yes. SIP REFER returns the call to a Talkdesk ring group/skill with the transcript attached.

Will the AI know who is calling?

Yes — Open uses the Talkdesk API for caller context.

What does this cost on top of Talkdesk?

Talkdesk keeps invoicing seats. Open charges per resolved conversation.

Is the SIP signaling secure?

TLS and SRTP are both supported.

How do I route different numbers to different AI agents?

Use distinct Studio Flows per number, each pointing at a different Open agent.

How long does setup actually take?

Inbound is typically 20–25 minutes.

Contact Center

Open for Talkdesk

Add Open as an External Transfer in a Talkdesk Studio Flow and the AI picks up — Talkdesk keeps owning skills, agents, and reporting.

Try now

Setup time: Under 25 minutes
Auth: Digest credentials or IP allowlist
Directions: Inbound · Outbound · Call transfer
Pricing: Included with Open

01 — Overview

Can I add an AI phone agent to my Talkdesk contact center?

Yes. Talkdesk Studio Flows support External Transfer to a SIP URI; Open joins as that destination. Your skills, agents, and Explore reports stay in Talkdesk.

Talkdesk remains the contact center. Studio Flows, skills, ACD routing, and the Talkdesk Admin console all stay in place. Open joins as a SIP destination — practically that means an External Transfer step in a Studio Flow that sends opted-in calls to Open. Everything else keeps working in Talkdesk untouched.

For inbound, the cleanest pattern is a Studio Flow with an External Transfer step at a chosen branch — after self-service, on overflow, after-hours, or based on intent. Studio Flow makes the routing decision; Open answers the leg.

For outbound, Open opens a SIP session against a Talkdesk-supplied SIP termination URI using digest credentials. Outbound calls show in Talkdesk Explore with the caller IDs you have approved.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, Zendesk, ServiceNow, Talkdesk API for contact lookups), and acts. When the AI needs a human, it warm-transfers back to a Talkdesk ring group or skill via SIP REFER with the live transcript attached.

Billing stays predictable. Talkdesk keeps invoicing your seats. Open charges per resolved conversation, with no markup on Talkdesk minutes and no extra seats needed for an AI front-line.

What stays the same on Talkdesk

Talkdesk skills and Studio Flows
Existing skills, flows, and ACD rules stay in place.
Talkdesk Admin and Explore
You manage agents and analytics the same way.
Reporting and recording
Explore reporting and call recording continue.
Numbers and caller IDs
Numbers and approved caller IDs stay on Talkdesk.

What's new with Open

An External Transfer step
On opted-in flow branches, Open's SIP URI becomes the External Transfer destination.
AI handles the conversation
The AI greets, listens, calls your tools, and replies in natural speech.
Transfers carry context
Escalations to a Talkdesk ring group/skill receive the live transcript via SIP REFER.
Pricing model
Open per resolved conversation.

02 — Why this works

The native Talkdesk experience

Native Studio Flow integration
Open plugs in via the standard External Transfer step — no custom code.
Per-flow opt-in
Pick exactly which Studio Flow branches get AI.
Talkdesk API for context
Open looks up callers via the Talkdesk API and posts call notes back.
Warm transfer back to Talkdesk skills
AI escalations come back into a Talkdesk skill with the transcript attached.

03 — Setup guide

Wire up Talkdesk in under 25 minutes

Two trunks — one inbound, one outbound. Both configurable from Settings → SIP in the Open dashboard.

1
Open Settings → SIP
Open the inbound trunk configuration.
2
Pick a SIP region
Choose Global, US, EU, or APAC.
3
Copy the SIP credentials
Grab the SIP endpoint, username, and password.
4
Pick the Studio Flow branch
Decide which Studio Flow branch should route to AI.
5
Add an External Transfer step
In Studio Flow: add 'External Transfer' → enter Open's SIP URI.
6
Add the matching numbers to Open
Under Phone Number (DID), add the Talkdesk DIDs that fronted the flow.
7
Assign numbers to an AI agent
Channels → Phone → Agents → assign DIDs.
8
Place a test call
Dial a Talkdesk number, take the AI branch, and confirm Open answers.

04 — Configuration

Settings → SIP, at a glance

A real inbound trunk for Talkdesk looks something like this. Yours are generated when you open Settings → SIP.

Inbound trunk · Talkdesk

Sample

SIP endpoint: sip.us.opencx.comUS region
Transport: TLSrecommended
Studio Flow step: External Transfer
Username: open_inbound_td…
Password: ••••••••••••••••

05 — Security

Encrypted, audited, refundable

SIP over TLS for signaling, SRTP for media. Every call is logged with full reasoning traces. SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready. Backed by the Open $2M Refund Guarantee.

06 — FAQ