---
title: "Talon Service AI Integration Guide"
canonical: "https://resourcecenter.kenect.com/space/Integratio/477429772/Talon%20Service%20AI%20Integration%20Guide"
format: markdown
---
Use this article to understand setup and general details about the <span style="color: #00b8d9">**Talon integration**</span>** **with our Service AI product.

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> ℹ️ # <span style="color: #008da6">**Table of Contents**</span>

> Macro (toc)

> ℹ️ This article is intended for a <span style="color: #008da6">**Kenect Admin role**</span><span style="color: #008da6"> </span>or a <span style="color: #008da6">**DMS admin**</span> to view when learning about general details with the integration or how to set up.

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> ℹ️ # <span style="color: #008da6">**What is the Talon Integration**</span>

**Talon **(or TALONes) is an industry-specific dealer management system, authorized by Harley-Davidson, that’s developed for powersports operations. This article focuses on how Talon integrates with <span style="color: #00b8d9">**Service AI**</span> while filling in customer profiles, triggering servicing messages, and informing Sophi’s conversations to streamline the service experience.

- Customer details sync automatically into the<span style="color: #00b8d9">** Customers**</span>** **menu, creating/updating contacts & profiles within <span style="color: #00b8d9">**Service AI**</span>.
- Through <span style="color: #00b8d9">**Service AI**</span>** **<span style="color: #00b8d9">**Campaigns**</span>, texts and emails can be automated to send after sales & service events saving your team time engaging with customers.
- Through <span style="color: #00b8d9">**Sophi**</span>, AI-led conversations with customers can be informed through Talon’s data points to help choose responses and assist with scheduling.

> ℹ️ <span style="color: #008da6">**Important Note: **</span>Talon currently <span style="color: #008da6">**does not share**</span> comprehensive appointment data. This impacts how Sophi assists with scheduling, as she is unable to <span style="color: #008da6">**infer DMS calendar details**</span> and will only confirm available times with the customer over text and/or phone.
> ℹ️ 
> ℹ️ - For more information on Sophi’s capabilities, please check out our <u>[Sophi: Your Conversational AI Assistant](https://resourcecenter.kenect.com/space/KSH/1358266402/Sophi:+Your+Conversational+AI+Assistant)</u> and <u>[Sophi: How to Manage Your AI Assistant](https://resourcecenter.kenect.com/space/KSH/1358266409/Sophi:+How+to+Manage+your+AI+Assistant)</u> articles.

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> ℹ️ # <span style="color: #008da6">**How Do I Set Up Talon?**</span>

Talon setup involves approving Kenect as not only an authorized vendor, but also as a vendor user within the platform. From there, we ask that you provide some information from Talon to our team and within Kenect to finish your portion of setup. Once these details have been gathered, your dedicated Kenect representative will handle all additional steps.

> ℹ️ ## <span style="color: #008da6">**Phase 1: Authorizing Kenect as a Vendor**</span>

To begin, we ask that you authorize Kenect as a <span style="color: #00b8d9">**vendor **</span>within Talon.

1. Navigate to <span style="color: #00b8d9">**Talon **</span>→ select <span style="color: #00b8d9">**Admin **</span>→ select <span style="color: #00b8d9">**Access **</span>→ choose <span style="color: #00b8d9">**Manage Organizations**</span>* *→ select <span style="color: #00b8d9">**API Solutions**</span>.

![Performance Dashboard (Figma) (22).png](media://e7afe289-3fb0-486e-99e8-24c28587cd35)

2. Select the <span style="color: #00b8d9">**Kenect **</span>tile in the <span style="color: #00b8d9">**Certified Partners**</span> section.

![Product Description Images (75).png](media://9b3368c0-9895-4513-bfc5-fe0fc3fef865)

3. Click the ':kenect_plus:' button on the left-side of the dealership’s location name to pull up the <span style="color: #00b8d9">**Store Access Authorization**</span>** **window →** **check the box next to <span style="color: #00b8d9">**Authorized Partner**</span> → hit <span style="color: #00b8d9">**Save**</span>*.*
  - Once this is completed, a `Dataset Key` is generated which needs to be copied to your computer clipboard.

![Product Description Images (76).png](media://4d0be404-b492-4dd5-a64a-addb63d18dc9)

> ℹ️ ## <span style="color: #008da6">**Phase 2: Kenect Configuration**</span>

Once we’re set up as an authorized vendor in Talon, there’s a few steps on <span style="color: #00b8d9">**Kenect **</span>that need to be completed.

6. Log into <span style="color: #00b8d9">**Kenect **</span>→ select the <span style="color: #00b8d9">**Settings**</span>** **tab → select <span style="color: #00b8d9">**Integrations**</span>.
7. Select the <span style="color: #00b8d9">**Talon **</span>line item to access the <span style="color: #00b8d9">**Location Settings**</span>** **page.
8. Under the <span style="color: #00b8d9">**Authentication Data**</span>** **section, input your Talon `Dataset Key` into the <span style="color: #00b8d9">**Dataset Key **</span>field → click <span style="color: #00b8d9">**Save**</span>** **to publish changes.
9. <span style="color: #00b8d9">**Optional:**</span>** **You can toggle Integration Settings once connected based on dealership preference.
  - <span style="color: #00b8d9">**Disable Inbound Contact Sync:**</span>** **when checked, Kenect will not ingest contact data from Talon daily.

![Product Description Images (77).png](media://a7128147-9bfb-4806-b4d6-c54ec4d17a24)

> ℹ️ ## <span style="color: #008da6">**Phase 3: Setting Up Kenect as a Vendor User**</span>

To complete your portion of setup, we also need to set up Kenect as a <span style="color: #00b8d9">**vendor user**</span> to utilize <span style="color: #00b8d9">**Service AI**</span>.

1. Log into Talon → <span style="color: #00b8d9">**Administration **</span>→ <span style="color: #00b8d9">**Access**</span>.
2. From the top toolbar, select <span style="color: #00b8d9">**File **</span>→ <span style="color: #00b8d9">**Communication Setup**</span> → <span style="color: #00b8d9">**Maintain Vendor User Access**</span>.
3. In the <span style="color: #00b8d9">**User Access Browse **</span>window, click <span style="color: #00b8d9">**Add**</span> → set the <span style="color: #00b8d9">**User Name **</span>as KENECT

> ℹ️ <span style="color: #008da6">**Important Note:**</span>** **the <span style="color: #008da6">**User Name**</span>** **field is <span style="color: #008da6">**case-sensitive**</span> and must be typed exactly as above in all caps. If not, we’ll be unable to gather the necessary data to power your <span style="color: #008da6">**Service AI **</span>product.

4. Set a password that meets Talon’s requirements for our vendor user profile:
  - <span style="color: #00b8d9">**Length:**</span> minimum 7 characters
  - <span style="color: #00b8d9">**Includes:**</span>** **uppercase, lowercase, and a number or symbol
  - <span style="color: #00b8d9">**Cannot Include:**</span> the username
5. In <span style="color: #00b8d9">**Data Views**</span>, ensure at least <span style="color: #00b8d9">**Service**</span> is checked to provide us historical service records on Service AI.
6. Select the store(s), or Kenect accounts, that will be tied to our vendor user.
7. Check the acknowledgment confirming that <span style="color: #00b8d9">**personally identified information**</span> for your business will be shared with us → click <span style="color: #00b8d9">**Save **</span>to confirm changes.
8. Access the <span style="color: #00b8d9">**Talon Vender User Form**</span>** **[here](https://na3.docusign.net/Member/PowerFormSigning.aspx?PowerFormId=0bdea032-49b7-447d-82b2-523c45880614&env=na3&acct=c0261e0f-f96d-47de-9e46-f016d050c17e&v=2) and provide us the following information:
  - Store Name(s)
  - Dealer Number
  - Vendor User Password
9. If in onboarding, you can download the PDF form and attach to one of the methods below for faster processing:
  1. Your <span style="color: #00b8d9">**Set Up Your Talon Integration**</span> task within the Kenect Customer Portal (click ‘Add attachment’ button)
  2. The <span style="color: #00b8d9">**Action Required: Talon Integration Setup**</span> email (if sent)
  3. A new email to your Technical Setup Specialist

That’s it! :kenect_sparkle: Once you’ve completed all steps above, we’ll take care of the rest. Setup should take anywhere between <span style="color: #00b8d9">**1-3 business days**</span> to complete.

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> ℹ️ # <span style="color: #008da6">**Need Additional Help?**</span>

If we were unable to fully address your inquiry, please feel free to check out FAQs to answer common questions about the product. We’ve also left contact details for help from a dedicated Kenect specialist if you may need.

> ℹ️ ## <span style="color: #008da6">**FAQs**</span>

<span style="color: #00b8d9">**Q: How do I confirm that my Talon integration is active?**</span>  
*A: There are two main ways to confirm the integration is active, depending on what products your dealership has purchased:*

- *In Kenect, go to *':kenect_gear:' <span style="color: #00b8d9">***Settings***</span>*** ****→**** ***<span style="color: #00b8d9">***Integrations***</span>*. You’ll see a “Talon” line items listed with a ***✅***** ***<span style="color: #00b8d9">***Connected***</span><span style="color: #00b8d9">* *</span>*status.*
  - *If it shows “*🚫 *Not Connected,” your account may be missing details or still in setup. If you have any questions, please reach out to your *<span style="color: #00b8d9">***Technical Setup Specialist***</span>* (if in onboarding) or our *<span style="color: #00b8d9">***Support team***</span>*.*
- *If your dealership has *<span style="color: #00b8d9">***Service AI:***</span> *go to *<span style="color: #00b8d9">***Communication ***</span>*→**** ***<span style="color: #00b8d9">***Customers***</span>*. You should see data populating in the *<span style="color: #00b8d9">***All***</span>*, *<span style="color: #00b8d9">***Open ROs***</span>*, *<span style="color: #00b8d9">***Appointments***</span><span style="color: #00b8d9">* *</span>*and *<span style="color: #00b8d9">***Vehicles ***</span>*pages, which you can access by selecting the option within the dropdown menu.*
  - *If there are missing details within any of these fields, there may be additional Dealertrack setup on their platform or your account might still be in setup. If you have any questions, please reach out to your *<span style="color: #00b8d9">***Technical Setup Specialist***</span>* (if in onboarding) or our *<span style="color: #00b8d9">***Support team***</span>*.*

<span style="color: #00b8d9">**Q: Which contacts will initially sync over?**</span>  
*A: Up to*<span style="color: #00b8d9">* *</span><span style="color: #00b8d9">***five years of historical data ***</span>*is imported during initial setup. Afterwards, any contact edits will sync at 5:00 PM MT.*

<span style="color: #00b8d9">**Q: My Dataset Key isn’t showing in Kenect — what should I do?**</span>  
*A: Go back to *<span style="color: #00b8d9">***Talon ***</span>*→**** ***<span style="color: #00b8d9">***Admin ***</span>*→ *<span style="color: #00b8d9">***Access ***</span>*→**** ***<span style="color: #00b8d9">***Manage Organization***</span>*** ****→**** ***<span style="color: #00b8d9">***API Solutions***</span>*, select Kenect, and copy the key again. If it still doesn’t appear, reach out to ****[support@kenect.com](mailto:support@kenect.com)**** for further assistance.*

- *In rare cases, it can take 1-2 business days to reissue the key.*

<span style="color: #00b8d9">**Q: How can I set up texting automations with Talon in Kenect?**</span>  
*A: Texting automations can be set up for sales & service events within the *<span style="color: #00b8d9">***Automated Messages Settings***</span>*** ****tab of your integration’s settings. If you have Kenect Reputation, you can also add a request for a customer to leave a review on Kenect’s review portal.*

- *To access Automated Messages Settings: select the '*:kenect_gear:*' *<span style="color: #00b8d9">***Settings ***</span>*tab → click *<span style="color: #00b8d9">***Integrations ***</span>*→ *<span style="color: #00b8d9">***Automated Messages Settings***</span>*.*
- *Review the *<span style="color: #00b8d9">***Sale Completed***</span>*, *<span style="color: #00b8d9">***Closed Repair Order***</span>*** ****and *<span style="color: #00b8d9">***Open Repair Order***</span>*** ****fields to add templates. Click into these templates to add automation details, such as the name of the automation, why type of automation action should occur, and what the message sent should look like.*
  - <span style="color: #00b8d9">***Send Message:***</span>*** ****only sends the template*
  - <span style="color: #00b8d9">***Send Review:***</span>* sends the template, along with an invite to post a review on the review portal.*
- *Use *<span style="color: #00b8d9">***Sale Completed***</span>*** ****for any automations with Sales Events. Use *<span style="color: #00b8d9">***Closed Repair Order***</span>*** ****and *<span style="color: #00b8d9">***Open Repair Order***</span> *for any automations with Service Events.*
- <span style="color: #00b8d9">***Review Invites***</span>* are automated based on synced sales/service data from the Talon fields below.*
  - <span style="color: #00b8d9">***Status Type:***</span>*** ****Values pulled from the* `salesdesc` *data point in Talon: C (Closed), Q (Quote), O (Open), V (Void)*
  - <span style="color: #00b8d9">***Vehicle Make: ***</span>*customizable open text field [fill in for information to sync]*
  - <span style="color: #00b8d9">***Sale Type:***</span>*** ****customizable open text field [fill in for information to sync]*
  - <span style="color: #00b8d9">***Main Salesperson:***</span>*** ****customizable open text field [fill in for information to sync]*
  - <span style="color: #00b8d9">***Dealer Category Code: ***</span>*Designates vehicle category code within Talon*
  - <span style="color: #00b8d9">***Vehicle Description:***</span>* Values pulled from the* `vehicleDescription` *data point in Talon to designate new and used vehicle sales.*
- *If your dealership is only using *<span style="color: #00b8d9">***Service AI***</span>*, the *<span style="color: #00b8d9">***Use event trigger for Kenect Service Hub only***</span>*** ****will be enabled, and automated messaging will not be available.*

<span style="color: #00b8d9">**Q: What Service AI campaigns are currently supported with Talon?**</span>  
*A: Lightspeed currently supports *<span style="color: #00b8d9">***9 of 13***</span>* automated campaign and all custom campaign types.*

- *Due to Lightspeed’s incompatible appointment data sync, we are unable to trigger *<span style="color: #00b8d9">***Appointment Reminder***</span>* and *<span style="color: #00b8d9">***Missed Appointment Campaigns***</span>*.*
- *We’re currently unable to pull events from Talon that would trigger *<span style="color: #00b8d9">***Sentiment ***</span>*and *<span style="color: #00b8d9">***Declined Services***</span>* campaigns. These functionalities can be created into non-automated, custom campaigns.*
- *To learn more about what campaigns are with our Service AI product, check out our article *<u><span style="color: #00b8d9">***[Campaigns:](https://resourcecenter.kenect.com/space/KSH/1040449570/Campaigns:+What+Campaigns+Are+&+Why+They+Are+Used)***</span></u><u><span style="color: #00b8d9">*[ What Campaigns Are & Why They Are Used](https://resourcecenter.kenect.com/space/KSH/1040449570/Campaigns:+What+Campaigns+Are+&+Why+They+Are+Used)*</span></u><span style="color: #00b8d9">*. *</span>*This article will also provide details on what campaigns are supported specifically with Lightspeed.*
- *To learn more about how campaigns work and can be requested to be built, check out our article *<u>***[Campaigns: ](https://resourcecenter.kenect.com/space/KSH/1165656080/Campaigns:+How+To+Manage+Campaigns+In+Service+AI)***</u><u>*[How to Manage Campaigns in Service AI](https://resourcecenter.kenect.com/space/KSH/1165656080/Campaigns:+How+To+Manage+Campaigns+In+Service+AI)*</u>*.*

<span style="color: #00b8d9">**Q: Can Kenect book service appointments directly through Talon with Service AI?**</span>  
*A: Unfortunately, scheduling is not fully automated through Sophi with Talon. Sophi is able to confirm with the customer what appointment times they’re interested in and for what type of appointment, then sends a task for the appointment to be confirmed and created by a Service AI user.*

- *To help automate the appointment scheduling flow, your dealership will need to use either *<span style="color: #00b8d9">***Xtime***</span>*** ****or *<span style="color: #00b8d9">***DealerFX***</span>*** ****schedulers in tandem with Talon.*
- *To learn more about who Sophi is, check out our article *<u>***[Sophi: ](https://resourcecenter.kenect.com/space/KSH/1358266402/Sophi:+Your+Conversational+AI+Assistant)***</u><u>*[Your Conversational AI Assistant](https://resourcecenter.kenect.com/space/KSH/1358266402/Sophi:+Your+Conversational+AI+Assistant)*</u>*.*
- *To learn more about how Sophi can help assist with service scheduling, check out our article *<u>***[Sophi: ](https://resourcecenter.kenect.com/space/KSH/1358266409/Sophi:+How+to+Manage+your+AI+Assistant)***</u><u>*[How to Manage Your AI Assistant](https://resourcecenter.kenect.com/space/KSH/1358266409/Sophi:+How+to+Manage+your+AI+Assistant)*</u>

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> ℹ️ <span style="color: #008da6">**Kenect Support**</span>
> ℹ️ 
> ℹ️ For general questions or concerns, please contact our technical support team, available** **<span style="color: #008da6">**Monday - Friday, 6am - 6pm MT**</span>.
> ℹ️ 
> ℹ️ <span style="color: #008da6">**Phone: **</span>[385-474-8180](#)
> ℹ️ 
> ℹ️ <span style="color: #008da6">**Email:**</span>** **[support@kenect.com](mailto:support@kenect.com)
> ℹ️ 
> ℹ️ If you have questions about our platform’s capabilities or what other features we may have, please reach out to your dedicated <span style="color: #008da6">***Implementation Consultant***</span> or <span style="color: #008da6">***Customer Success Manager***</span>.