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Agent Workspace unifies all the CX applications and information agents need on a “single pane of glass”, empowering them to work more efficiently and effectively, intuitively and on any device. It unifies four apps: Conversations, Contacts, Voicemails, and Activities.

On this page, you can find Release Notes for Contacts, Voicemails, and Activities. Release Notes for Conversations are available here.

 

• April 24, 2025 - Activities
• March 13, 2025 - Activities, Contacts and Voicemails
• February 12, 2025 - Activities
• December 11, 2024 - Activities
• September 11, 2024 - Contacts
• September 11, 2024 - Activities
• September 9 - Contacts
• May 22, 2024 - Activities
• February 28, 2024 - Activities
• November 29, 2023 - Contacts
• November 15, 2023 - Contacts
• August 31, 2023 - Activities, Voicemails
• August 3, 2023 - Contacts
• July 20, 2023 - Contacts, Voicemails
• June 15, 2023 - Contacts
• May 15, 2023 - Contacts
• April 13, 2023 - Contacts
• March 20, 2023 - Voicemails
• December 13, 2022 - Activities, Contacts, Voicemails
• November 17, 2022 - Contacts
• October 27, 2022 - Contacts
• July 28, 2022 - Contacts 
• June 22, 2022 - Contacts
• May 12, 2022 - Contacts
• February 17, 2022 - Activities, Contacts, Voicemails

 

April 24, 2025 - Activities

On Thursday, April 24th, 2025, we will release a new version of Activities with the following enhancements:

Enhancements:

• Interaction Start Time Tracking: A new column, "Interaction Started", has been added to provide a clear timestamp of when each interaction began.

Note: The “Interaction Started” column is hidden by default and the user needs to choose the column in “Table Option > Edit Columns” to enable it.

• Ranking the search results by time: It is now possible to sort the search result by “Assigned at” and ”Interaction started". 

Note: Sorting by "Assigned Time" may divide multiple contact activities associated with a single interaction shown in the Activities List.

 

March 13, 2025 - Activities, Contacts and Voicemails

On Thursday, March 13th, 2025, we will release a new version featuring enhancements for Activities, Contacts, and Voicemails:

Enhancements:

• Support showing Nested Disposition in the Wrap-up tab: Users can now see the Nested Disposition in the Wrap-up tab of Activities and Contacts.

Note: Please keep in mind that this feature will not applied to the historical activities.

• Saving the filters in Activities, Contacts, and Voicemails: Now, The preset filters will be stored in the browser cache. Users don't need to set the filters every time the page is reopened.

Note: The filters will be lost when the user changes devices or clears the cache. 

 

 

February 12, 2025 - Activities

On Wednesday, February 12th, 2025,  we will release a new version of Activities with the following enhancements:

 

Enhancements:

• “Table Options” to configure the Activities Table:
  • • Items per page: Users can adjust 10/20/50 activities they want to see in one page
    • Edit columns: Users can select/deselect data they want to see in the activities list. 
    • Reorder columns: Users can adjust the sequence of columns showing in the activities list. 
• Viewing the Email Subject: The Email Subject will now be one of the column options in “Table Options". To add the email subject information to the activities list, the user could go to “Table Options” > “Edit columns” and check the email subject checkbox to see the subject in the list. 

Note: It is only possible to view the email subject for data after January 21st, 2025.

 

December 11, 2024 - Activities

On Wednesday, December 11th, 2024, we will release a new version of Activities with the following enhancements:

Enhancements:

• Accessing Talkdesk Cases information in Snapshot Tab: Users can now access and view case information in the Snapshot tab, including the Case ID, Subject, Assignee, and Status, if the activity has an associated case. Clicking the Case ID or Subject will navigate to the case details.

• Filter the Activities by Interaction ID: Filtering activities (including Voice and Digital Channel activities) by Interaction ID In the Filters Menu. Users now can paste one or more interaction IDs to filter activities that match at least one interaction ID in the filter.

 

September 11, 2024 - Contacts

On Wednesday, September 11th, 2024, we will release a new version of Contacts with the following enhancements:

Enhancements:

• Right to be Forgotten: Right to be Forgotten (RTBF) is designed to comply with data protection regulations, such as the EU's General Data Protection Regulation (GDPR). This feature allows Talkdesk customers to fulfill requests from their end customers to delete personal data, ensuring enhanced privacy and compliance with legal standards.
  • Forget Contact Action: Talkdesk customers can now permanently delete contacts and all associated data (such as call records, digital conversations, and account activities) directly through the Contacts UI.
  • Forget Contact Confirmation: After selecting “Forget contact” from the “More actions” menu [1] in the Contacts app, users must confirm the action via a pop-up message to proceed with the deletion.
• For more information please read this Right to be Forgotten (RTBF) Knowledge Base section.

Notes: 

• Actions to forget contacts will only be available for roles with “Forget” permission for Contacts. For more information about defining and editing permissions, please check our article on Roles and Permissions.
• An “Unable to Forget” message may appear if the contact in question had interactions closed within the last 24 hours.

 

September 11th, 2024 - Activities

On Wednesday, September 11th, 2024, we will release a new version of Activities with the following enhancements:

 

Enhancements:

• Searching Digital Activities: The Full Text Search feature enables users to search through activities from various digital channels within the Activities app, making it easier to quickly locate activities. 
  • On the “Activities” app, input at least 3 characters of the desired keyword in the search box, and press Enter (on your keyboard). On the results page, clicking an activity displays its details in the side panel, and the search keywords will be highlighted in yellow within the conversation tab. The supported channels include:
    • Email
    • Chat
    • SMS
    • Digital Connect
    • Facebook Messenger
    • WhatsApp

Note: Full-text search is now available for SMS and Email activities created after July 12, 2024, and for activities from other digital channels created after August 27, 2024. The newly added Apple MB channel is not included and full text search for eFax channel is not supported.

 

 

September 9th, 2024 - Contacts

On Monday, September 9th, 2024, we will release a new version of Contacts with the following enhancements:

 

Enhancements:

• Deleting Contacts and Trash View: The contact deletion feature enhances the management of your contact list. With just a few clicks, users with the appropriate permissions can delete contacts directly from the Contacts screen or contact details page.
  • Deleted contacts are not permanently erased. They are moved to the “Trash”, where they can be restored or forgotten later.
  • A deleted contact is deactivated, and maintains all existing interactions still linked to it, however, new interactions can no longer be associated with this contact.

Note: Actions to delete, restore and forget contacts will only be available for roles with those permissions for Contacts.

 

May 22, 2024 - Activities

On Wednesday, May 22nd, 2024, we will release a new version of Activities with the following new feature:

 

New:

• Viewing Agent to Agent calls: From now on, in the Activities App, agent-to-agent calls will be visible in the Calls Snapshot Tab.
  • • By clicking on the specific row of the agent-to-agent call’s activity, a panel will open with the “Activity Details“.
    • When agents have the corresponding permission, they can play or download the call in the activity panel.

 

February 28, 2024 - Activities

On Wednesday, February 28th, 2024, we will release a new version of Activities with the following new feature:

New:

• Email Activities: From now on, in the Activities App, the entire email thread within each activity will be visible, allowing for a more comprehensive view of your interactions. Click on the email activity’s specific row to open a panel with the “Activity Details“.

 

November 29, 2023 - Contacts

On Wednesday, November 29th, 2023, we will release a new version of Contacts with the following enhancements:

Enhancements:

• Manage Notes: From now on, with the Contacts App, you can add or edit notes, allowing you to save any relevant information within a contact's profile:
  • Locate a contact and click the "Create a note" button to create a note.
  • View or edit the note in the contact’s activity.

 

November 15, 2023 - Contacts

On Wednesday, November 15th, 2023, we will release a new version of Contacts with the following enhancements:

Enhancements:

• Contact’s Activity Tab: 
  • Updates from Integrated Systems: When viewing a contact’s Activity tab, if incoming activities are synced from Salesforce or other CRM (Customer Relationship Management) integrations, the tab will display a “New update available” notification.
  • Refresh Button: The new ”Refresh” button allows users to retrieve and view the latest activities.

 

August 31, 2023 - Activities, Voicemails

On Thursday, August 31st, 2023, we will release a new version of Activities and Voicemails, with the following enhancements:

 

Enhancements:

• Improvements to contact search functionality within the “Contact” filter: 
  • • Exact Match Search: A refined search functionality to closely match the entered search queries. Now, search results incorporate the exact term inputted in the contact's information to reflect the same logic applied to the contact search functionality in Contacts app > “Business contacts” list.
    • Relevance-Based Ordering: Search results are now ordered in relevance to the search query, instead of the previous alphabetical arrangement. ​​This ensures that the most fitting contacts are prioritized and appear at the top of the list. This logic is also applied to the contact search functionality in Contacts app > “Business contacts” list.
    • New Search Parameters: Now, agents can search for contacts by name, phone number, email and fax, for a more comprehensive search capability.

Note: Keep in mind that these improvements are only available for the Activities and Voicemails apps, at this time.

For more information, please read our Knowledge Base documentation for Activities and Voicemails.

 

 

August 3, 2023 - Contacts

On Thursday, August 3rd, 2023, we will release a new version of Contacts, with the following enhancements:

 

Enhancements:

• Improvements to the contact search functionality in the Contacts App (in the “Business account” list):
  • Exact Match Search: Refined search functionality to closely align with the entered search queries. Now, search results are guaranteed to incorporate the exact term inputted in the contact's information. E.g. in a search for "Johnson," the new experience will return results containing exactly "Johnson", eliminating near matches like "Johnston" or "Johansson".
  • Relevance-Based Ordering: Search results are now presented in order of relevance to the search query, instead of the previous alphabetical arrangement. ​​This ensures that the most fitting contacts are prioritized and appear at the top of the list.

For more information, please read our Knowledge Base documentation for Contacts.

 

 

July 20, 2023 - Contacts, Voicemails

On Thursday, July 20th, 2023, we will release a new version of Voicemails and Contacts, with the following new features, enhancements, and fixes:

 

Voicemails

 

New:

• Voicemail Notification: Agents will now receive notifications via Workspace Notification Center whenever a new voicemail arrives at their dedicated line or is assigned to them by a supervisor. Clicking the notification will redirect them to the Voicemails app and automatically open the voicemail associated with the notification.

 

Enhancements:

• Improvements to Voicemails’ toolbar when filters are applied:
  • • Filters order: Now the order displayed in the toolbar is the same as the order in the filters side panel, to keep visual consistency.
    • Truncated information: When filters are applied, the chips are now truncated.
• Improvements to Voicemails pagination in small view screen: Now the page indication and the total number of pages are visible in the small view screen.

 

Contacts

Fixes:

• Unable to edit “Isle of Man” contacts: Solved an issue where contacts from “Isle of Man” (UK) were unable to be edited.

For more information, please read our Knowledge Base documentation for Contacts and Voicemails.

 

 

June 15, 2023 - Contacts

On Thursday, June 15th, 2023, we will release a new version of Contacts with the following new feature:

New:

• Click-to-SMS: Agents can now start an SMS conversation with a contact directly from the Contact details page, by clicking the SMS icon in the contact summary section, next to the other ”contact pop” icons. If the SMS channel is configured, this will start a new SMS interaction in Conversations.

For more information, please read our Knowledge Base documentation.

 

 

 

May 15, 2023 - Contacts

On Monday, May 15th, 2023, we will begin a progressive rollout of the following features and enhancements in Contacts App:

 

New:

• Colleagues Tab: Allows you to search, find and click-to-call/email your colleagues from within Talkdesk Workspace - whether they are Talkdesk CCaaS Agents, Talkdesk Phone users, or Microsoft Teams users.
• Presence Status: You can view other Agents’ statuses inside the Colleagues Tab and know who is available at that moment.

For more information, please check our documentation.

 

April 13, 2023 - Contacts

On Thursday, April 13th, 2023, we will release a new version of Contacts, with the following new features and enhancement: 

 

New:

• Contact Pop to external integrations in Contacts: Agents can now pop an external provider contact’s page directly from the contact details page in Contacts App [1], when available. This is a parity feature with Talkdesk Classic and has functional parity with the Contact Pop actions available in Conversations.
• Click-to-Email in Contacts: Agents can now start an email conversation with a specific contact directly from the contact’s details (in the contact summary section, next to Contact Pop actions [2]). If the email channel is configured, the action will start a new email interaction in Conversations by default. This behavior will also apply to the email links available in the contact’s profile and Business contacts list (in the “Email(s)” column).

Enhancement:

• Access to contact details with no name or phone number: Now, agents can easily access the details of contacts with no name and a different touchpoint than the phone number. Before, it was only possible to access the contact details of contacts with a name or phone number defined.

For more information, please read our Knowledge Base documentation.

 

 

March 20, 2023 - Voicemails

On Monday, March 20th, 2023, we will release the following feature for Voicemails:

 

New:

• Number Masking in Voicemails: To ensure the security of customer interactions, admins can now decide whether agents should have access to the contact persons’ phone numbers or if these should be masked.

This Admin setting must be configured by one of the following methods:

• • • • • Per agent: “Admin” > “Agents” [select an Agent] > “Privacy Settings” > “Mask Information”: “Phone Number”. 
        • In bulk: Select multiple Agents in “Admin” > “Agents” [select Agents] > “Actions” > “Privacy Settings” > “Mask Information”: “Phone Number”.

This feature is only available for Conversations (Voice) and Voicemails.

 

December 13, 2022 - Activities, Contacts, Voicemails

On Tuesday, December 13th, 2022, we will release the following features for Activities, Contacts, and Voicemails:

 

Activities

New:

• Permission to control “Download recordings” button in Activities: The accessibility to “Download recordings” button in “Activities Details” can now be controlled by role through the “Download Recording” permission in “Admin” > “Roles and Permissions” > “Calls” section.

 

Contacts

New:

• New filter by tags in Contacts App: Agents can now filter contacts by tags in the business account list, increasing their productivity when handling multiple interactions. They can also set a priority based on the contact's tags, such as by partners, leads, VIP customers, and others. Note: A tag is a label that is applied to the contact for identification purposes. 

Fixes:

• Unable to save contact in Contacts App: Fixed an issue that prevented agents from saving contacts, due to an error in accepting some numbers.

 

Voicemails

New:

• Permission to control “Download recordings” button in Voicemails: The accessibility to “Download recordings” button in “Voicemails Details” can now be controlled by role through the “Download Recording” permission in “Admin” > “Roles and Permissions” > “Voicemails” section.

 

 

November 17, 2022 - Contacts 

On Thursday, November 17th, 2022, we will release a new version of Contacts, with the following new feature:

 

New:

• Tag management in Contact’s Profile: Agents can now add and edit tags directly on the contact’s profile page in the Contacts application. 

 

 

October 27, 2022 - Contacts

 

On Thursday, October 27th, 2022, we will release a new version of Contacts.

 

New:

• Redesign of the Contact’s Profile Page: The new version of the “Contact details” page includes the following changes:

• New summary section with the main contact’s information: This new section is located on the left side of the screen of both Profile and Activity tabs.
• Layout of the Profile tab: The Profile tab is now sectioned by “Contacts information” and “Other details”.
• Delete contacts in the Edit screen: Deleting contacts action is now available within the “Edit” screen. To perform this action, select Edit at the top-right of the screen, to access the Edit screen, where the “Delete” button is available.

 

 

 

July 28, 2022 - Contacts

On Thursday, July 28th, 2022, we will release the following new feature, enhancements and fixes for Contacts:

 

New:

• Custom contact fields in Contact’s profile (Agent Workspace): Custom contact fields are now available in Workspace, in the contact’s profile page. Custom fields enable clients to add relevant information to Contacts' profile page in addition to the default fields already provided. Now, Agents can get additional context when handling calls. 

 

Enhancements:

• Wrap-up data for SMS in Contact Activities (Agent Workspace): In addition to calls, Contact Activities now also displays “Dispositions” and wrap-up “Notes” information for SMS activities.

 

Fixes:

• Wrap up notes truncating the text content: Fixed an issue in the Wrap-up tab (activities’ details in Contacts Activity) where wrap-up notes’ text was not truncated.

For more information, please read our Knowledge Base documentation.

 

 

June 22, 2022 - Contacts

 

May 12, 2022 - Contacts

On Thursday, May 12th, 2022, we will release a new version of Contacts, with the following new feature:

 

New:

• Favorites tab: Contacts app now features a new Favorites tab. This tab displays the list of the favorite external phone numbers, that can be configured through this process. Agents are now able to start a call to the numbers from this list.

For more information on Contacts, please read our Knowledge Base documentation.

 

 

 

February 17, 2022 - Activities, Contacts, Voicemails