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.
- 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
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:
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- 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”.
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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:
For more information, please read our Knowledge Base documentation.
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:
Contact 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.
New:
- Wrap-up data for calls in Contact Activities (Agent Workspace): Contact Activities now displays “Dispositions” and wrap-up “Notes” information for calls.
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.
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
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.