Release Notes | Talkdesk Agent Workspace: Activities, Contacts, Voicemails

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.

 

 

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.
    • By clicking on the email activity’s specific row, a panel will open 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:

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  • 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:

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  • 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:

image1.png

  • 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:

image1.png

  • 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:

image1.png

  • 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:

image1.png

  • 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

On Wednesday, June 22nd, 2022, we will release the following feature and fixes for Contacts:

 

New:

image1.png
  • Wrap-up data for calls in Contact Activities (Agent Workspace): Contact Activities now displays “Dispositions” and wrap-up “Notes” information for calls
image2.pngContact Activities’ list now has a new “Disposition” column available in the activity details’ side panel disposition, as well as wrap-up “Notes” information. These “Notes” will only be shown for new interactions.

 

Fixes:

  • Fresh Service case activity with wrong icon in Contact Activities: Solved an issue where Fresh Service activities displayed a Salesforce icon in Contact Activities’ list. Now, Fresh Service activities show the Fresh Service icon.
  • Notes in Contact Activities showed incorrect timestamp: Solved an issue where note activities in Contact Activities showed an incorrect timestamp.
For more information, please read our Knowledge Base documentation. 

 

May 12, 2022 - Contacts

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

 

New:

image1.png

  • 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

On Thursday, February 17th, 2022, we will release the following features for Activities, Contacts, and Voicemails:

 

Activities

New:

  • Contact permissions in the Activities App (Agent Workspace): Activities now reflects contact permissions for “Update” configured in Main> Admin > Roles and Permissions. Roles without “Update” permission will not have edit actions available.

 

Contacts

New:

  • Contact permissions in the Contacts App (Agent Workspace): Contacts now reflects contact permissions for“Create”, “Update” and “Delete” configured in Main > Admin > Roles and Permissions. Roles without “Create”, “Update” or “Delete” permissions will not have create, edit or delete actions available in the Contacts app.

Fixes:

  • Search with special character breaks: Solved an issue where searching contacts containing special characters would display an error message instead of showing the results.

 

Voicemails

New:

  • Contact permissions in the Voicemails App (Agent Workspace): Agent Workspace now reflects contact permissions for“Create” and “Update” configured in Main > Admin > Roles and Permissions. Roles without "Create or “Update” permission will not have create or edit actions available in the Voicemails app.

Fixes:

  • Agents cannot resolve voicemails: Solved an occasional issue that resulted in agents not being able to resolve voicemails.
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