Release Notes | Talkdesk Agent Workspace: Conversations

Conversations is an Agent Workspace app that allows users to handle inbound and outbound, voice, and digital customer conversations, from their desktop or web browser. 

With Conversations, Agents can manage all inbound and outbound interactions using voice, SMS, Email, and live chat, all in one place. It provides visibility on what’s happening in all channels in one single thread.

 

January 23, 2023

On Monday, January 23rd, 2023, we will release a new version of Conversations.

This release includes the following enhancement for Conversations (Voice Channel):

 

Enhancement:

  • Call External Favorite numbers that have Extensions: Agents are now able to start a consultation, a conference or blind transfer calls to an External Favorite that has an extension.

Note: Starting a consultation, a conference or blind transferring calls to an extension is not possible.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

January 16, 2023

On Monday, January 16th, 2023, we will release a new version of Conversations.

 

This release includes the following enhancements for Conversations (Voice Channel):

 

Enhancements:

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  • Managing the status visibility based on the Voice channel: Agents will only be allowed to change their status when the Voice channel is successfully loaded and running. This will help reduce the number of Device Unavailable ring attempts, as a considerable amount are caused by the status widget being enabled when Conversations App is not running. 

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  • Ring Group tooltip: Hovering over the Ring Group will trigger a tooltip that displays the Ring Group name in full.
  • Contact Search enhancements in Contact details card: The contact search functionality has been improved so that the results obtained are more in line with the object of the search. Also, it is now possible to search by email by typing the email address in the search bar.

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Example of a contact search by name: Most accurate contacts showing up at the top.

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Example of a contact search by email: Contact that matches the entered email address appearing at the top of the list.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

December 20, 2022

On Tuesday, December 20th, 2022, we will release a new version of Conversations.

This release includes the following fix for Conversations (Voice Channel):

 

Fix:

  • SIP Phone numbers incorrectly displayed on Talkdesk Classic’s “Outbound Caller ID” settings: Solved an issue where Session Initiation Protocol (SIP) numbers without a friendly name were displayed as empty values in the Outbound Caller ID Selection dropdown on the Agent's settings page. 

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

December 13, 2022

On Tuesday, December 13th, 2022, we will release a new version of Conversations.

This release includes the following fix for Conversations (Voice Channel):

 

Fix:

  • Calls not being rejected when microphone access was blocked: Solved an issue where, when the microphone access was blocked, the Agent status switched to “Offline” (as expected), but calls were not being rejected.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

December 7, 2022

On Wednesday, December 7th, 2022, we will release a new version of Conversations.

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Wrap-up screen appearing after consultation transfer: Solved an issue where the wrap-up screen was being displayed to agents after they transferred a consultation call to the consulted agent.
  • Pressing “Enter” did not initiate a call to a redialed number: Solved an issue that was not allowing agents to start a call after selecting one number from the redial options by pressing the “Enter” key.


For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

November 28, 2022

On Monday, November 28th, 2022, we will release a new version of Conversations.

 

This release includes the following new features and fixes for Conversations (Voice Channel):

 

New:

  • Forward Calls to an External Device: Agents can now handle voice calls through an external device.

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To access this feature, click your Talkdesk CX Cloud avatar [1], and then choose Conversations Settings [2]

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Under “External devices” [3], enable “Connect to an external device” [4].

Agents will now be able to choose between a “SIP phone” or an “External phone”. When one of these devices is selected, calls will be forwarded to that particular device when the Agent status is set to “Available”.

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Notes:

  • This feature will be progressively rolled out from November 28th, 2022, so not all accounts will have access to this capability at the same time.
  • Agents will only have access to the “External devices” section if the Administrator has granted them permission to use at least one external device. Learn more about Device Settings.
  • SIP phone: In case you are using a SIP device, your own SIP endpoint must be configured beforehand on the SIP device of your choice, otherwise, you will not be able to make and receive calls through that device even if explicitly selected in Conversations. Please note that configuration highly depends on the local network environment and the device itself, so you may need help from your local IT technicians in order to configure it.  For more information, please check Can I use SIP devices with Talkdesk?
  • External phone: Once you add an external phone number in Conversations, this number will override any other external phone number that may have been added to your profile in Talkdesk. For more information, please check the Agent Profile: Adding an External Phone Number article
  • For detailed assistance and guidance on setting up your specific SIP, please contact Talkdesk via your Customer Success Manager. Learn more about SIP clients: Networking Details

 

Fixes:

  • Agents Remained “On Call” after a Missed Callback: Solved an issue where agents remained in the “On Call” status after a callback call was missed, meaning, the contact person did not answer the call. Now, after the callback call is terminated, the Agent status will update to After-Call Work (ACW) or to the status the user had before the call started (in this case, “Available”).

 

 

 

November 21, 2022

On Monday, November 21st, 2022, we will release a new version of Conversations.

 

This release includes the following enhancements for Conversations (Voice Channel):

 

Enhancements:

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  • Current status at the top of the Agent Status dropdown: In the status dropdown, the Agent’s current status is now placed at the top and separated from the other statuses. This will help agents quickly identify the status they’re in.

Fixes:

  • Rejected calls due to connectivity issues: Solved an issue that was detected when agents experienced network connectivity issues during a call. When an ongoing call was successfully reestablished, subsequent calls would be actively rejected silently in the background.

 

 

 

November 14, 2022 

On Monday, November 14th, 2022, we will release a new version of Conversations.

 

This release includes the following enhancements for Conversations (Voice Channel):

 

Enhancements:

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  • Auto-Away Notification: Automatic Away sets agents in the "Away" status after a set number of consecutive missed or rejected calls. Agents are now notified (through a toast) when their status is automatically changed to Away. Note: Automatic Away only applies to inbound calls and blind transfers.

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  • Supervisor Changed Status in Live Notification: In Talkdesk Live, Admins and Supervisors are allowed to manually change a given Agent status. Agents are now notified (through a toast) when their status is changed by the Admin/Supervisor. This toast will include the updated status and the name of the user who performed the status change.
  • “Dispositions” card moved to the first position of the “Notes” tab: The “Dispositions” card is now the first one to appear on the “Notes” tab, as this card is used more frequently than the “Notes” card during calls. This enhancement has already been implemented in the Wrap-Up screen (details here).

 

November 7, 2022

On Monday, November 7th, 2022, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Solved an issue where Agents were unable to Accept or Reject Agent-to-Agent calls on Conversations when legacy Auto Answer was enabled via Talkdesk Classic.
  • When handling a queue callback request, prior to the Agent’s connection with a contact person, the buttons in the utility bar are disabled. Once the contact person answers, the utility bar buttons are enabled. 
  • Solved an issue where the default voicemail greeting file was deleted when eliminating a voicemail greeting message, via Talkdesk Support When Agents recorded a new greeting, the default file (which had been deleted from the database) was not updated, and the old greeting was the one being played. Note: Agents affected by this issue will need to re-upload/record a voicemail greeting via Conversations Settings > “Voicemail greetings for Dedicated Lines”. Please do not record/upload Voicemail greetings via Talkdesk Classic.

 

 

October 17, 2022 

On Monday, October 17th, 2022, we will release a new version of Conversations.

 

This release includes the following fix for Conversations (Voice Channel):

 

Fixes:

  • Unresponsive End Call button: Solved an issue that was preventing Agents to end ongoing calls, as the End Call button on Conversations was not working correctly.

 

 

 

October 3, 2022

On Monday, October 3rd, 2022, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Ability to copy and paste numbers without spaces: Solved a bug that was preventing Agents from being able to copy and paste a contact without spaces (e.g. +15076930673). This is meant to avoid Agents’ extra work of removing spaces in order to search for these numbers in other systems (e.g. Salesforce).
  • Status between TD Workspace and Salesforce Omnichannel was not synced: Fixed an issue that occurred when Agents left a Google Chrome tab with Conversations open, with no activity, for a period longer than ~ 20 minutes. When Agents tried to change their status, this update would not be reflected on Salesforce.
  • Other minor UI fixes.

 

 

 

 

September 12, 2022

On Monday, September 12th, 2022, we will release a new version of Conversations.

 

This release includes the following enhancement and fixes for Conversations (Voice Channel):

 

Enhancement:

  • Dispositions and Notes cards moved to the first positions (of the Wrap-Up screen): The Dispositions and Notes cards are now the first ones to appear on the Wrap-Up screen, thus ensuring an optimized display of cards on all screen sizes. This change is most relevant as Dispositions and Notes are the most used cards during the Wrap-Up of a call.

 

Fixes:

  • Call Quality Hint not displayed and interfering with Workspace’s top bar: Solved an issue where the Call Quality Hint was not loading, which was causing Workspace’s top bar to disappear. To mitigate this issue, the new “Call Quality Hint” capability had to be temporarily removed from the UI. It is now available to all accounts.
  • Voicemail Greeting and Voicemail Drop audio was delayed: Solved an issue where the Voicemail Greeting/Drop audio experienced a delay after being recorded in Conversations Settings (through the Desktop app).

 

 

 

August 31, 2022  

On Wednesday, August 31st, 2022, we will release a new version of Conversations.

 

This release includes the following feature for Conversations (Voice Channel):

 

New:

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  • Call Quality Hint: The Call Quality icon provides customers an insight into the quality of an ongoing call. The icon color will vary depending on the quality of the call, from “excellent” to “bad”. With this feature, Agents will be better informed on the quality of their calls, helping them troubleshoot possible issues.

Notes:

  • This enhancement will be progressively rolled out until September 6th, 2022, so not all accounts will have access to this capability at the same time
  • The quality of a call depends on the quality of the Customer's network. For more information, please refer to the article Best Practices when Working From Home.

 

 

 

August 30, 2022

On Tuesday, August 30th, 2022, we will release a new version of Conversations.

 

This release includes the following enhancement for Conversations (Voice Channel):

 

Enhancements:

  • Conversations panel available to all accounts: The Conversations panel will now be visible for all accounts (whether they have access to digital channels or not). The panel allows Agents to have a greater context of the interactions in progress, and was previously only available for accounts with access to digital channels.

Note: This enhancement will be progressively rolled out from August 30th, so not all accounts will have access to this capability at the same time.

 

 

 

 

August 22, 2022

On Monday, August 22nd, 2022, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Snapshot tab not loading: Solved an issue where the snapshot tab was not loading (i.e. not displaying any contents). To mitigate this issue the new “Conversations Details” card, which includes the call interaction ID, had to be temporarily removed from the UI, but is now once again available to all accounts. 

 

 

 

August 8, 2022

On Monday, August 8th, 2022, we will release a new version of Conversations.

 

This release includes the following feature and enhancements for Conversations (Voice Channel):

 

New:

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  • Interaction ID during a call: Now, during a call, you can see the Interaction ID, along with the Ring group(s) in the “Conversation details” card. The Interaction ID can easily be copied to the clipboard by hovering over it.

 

Enhancements:

  • Tooltip for long tenants, contact names, and ring groups: To ensure that the Agent can correctly read the entire reference, you’ll now see a tooltip. This is due to fields’ references occasionally being too long to fit within the character's limit.
  • Ring groups are alphabetically ordered: You will now see ring groups alphabetically ordered, for easier searchability.

 

 

August 1, 2022

On Monday, August 1st, 2022, we will release a new version of Conversations.

 

This release includes the following features for Conversations (Voice Channel).

 

New:

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  • Progress bar for the Wrap-up Auto-dismiss: We added a progress bar to the Wrap-up screen. Along with the existing countdown badge, this will help the Agent stay aware of the time remaining before the Wrap-up is dismissed (setting: “Automatically Close Call Summary Window”). 

 

 

 

July 25, 2022

On Monday, July 25th, 2022, we will release a new version of Conversations.

 

This release includes the following features for Conversations (Voice Channel):

 

New:

  • Default Prefix per Agent: Agents can now select their own default country prefix in the Workspace User Settings (“Conversations Settings” > “Outbound Prefix” setting). This setting will override the prefix settings configured at the account level. This way, when Agents start an outbound call, they won't have to select their preferred country prefix. 
  • Incoming Calls Notification: Agents can now see a pop-up notification for an incoming call, whether using the Browser or Desktop App version. This notification will be displayed even when the browser page or desktop app is minimized. To allow these notifications, Admins must enable Notifications for the account in Talkdesk Classic > Admin > Preferences > “Desktop Notifications Enabled” > “Yes”.

 

 

 

July 18, 2022

On Monday, July 18th, 2022, we will release a new version of Conversations.

 

This release includes the following feature and enhancements for Conversations:

 

New:

  • Redial Option: Agents can now easily call the last three dialed numbers on Conversations. Clicking on the input placeholder will display the last three dialed numbers. Once a number has been selected, the input placeholder is automatically populated with that number. When pressing Enter or clicking the Call button, the call will initiate.

 

Enhancements:

  • “Blind Transfer to Voicemail” setting on Talkdesk Classic: It is now possible to configure the “Blind Transfer to Voicemail” feature for your account on Talkdesk Classic: Admin>Preferences > Call Settings.
  • Invalid number warning: Currently, only numbers with an invalid country code are classified as invalid(please click here for more information). When calling a possible invalid number, Agents will now be warned with a “This number might be invalid. The call may fail” toast. If the number is invalid, the call will fail. If not, the call will proceed normally.
  • Suspended account warning: Prior to this release, if an account got suspended, Agents couldn’t log into Conversations, and a generic error message appeared. Now, Agents will receive the following warning: “Your account is suspended. You will be unable to place or receive calls until the account is recharged”.

 

 

July 5, 2022 

 

On Tuesday, July 5th, 2022, we will release a new version of Conversations.

 

This release includes the following feature for Conversations (Voice Channel):



New:

  • Countdown timer and notification for Call Summary window: Added a countdown to the Wrap up screen, warning the Agent about the remaining time they have to finish Wrap-Up after a duration has been configured for “Automatically Close Call Summary Window”. Please refer to this article for more information on this setting.

When the remaining time is less than 25% of the total configured time, the countdown timer will be highlighted in red, indicating the window will be closed imminently.

A “Call Summary time expired” notification, informing the Agent their Wrap up time has expired, will be displayed after the “Automatically Close Call Summary Window” timeout ends. 

 

 

 

 

June 28, 2022 

On Tuesday, June 28th, 2022, we will release a new version of Conversations.

 

This release includes the following features and fixes for Conversations (Voice Channel):

 

New:

  • Blind Transfer to Voicemail: Agents can now execute blind transfers to the voicemail of other Agents that are offline/busy and have voicemail enabled. The Agent that receives the voicemail will then be able to listen to it in Voicemails. It will be possible to configure the “Blind Transfer to Voicemail” feature for your account on Talkdesk Main: Admin > Preferences > Call Settings.

 

Important Note:  This feature is already available, but the setting on Talkdesk Main will only be available soon. If you wish to enable the feature sooner, please contact your Customer Success Manager.

 

Enhancements:

  • Improved Dispositions Card: Now, when there are no dispositions configured, the Dispositions dropdown list (in the “Dispositions” card) is automatically filled in with “No Dispositions Available”. With this enhancement, Customers that have the Wrap-up screen enabled, but no dispositions configured will be able to submit the Wrap-Up.

 

Fixes: 

  • Other minor improvements and stability fixes.

 

 

 

June 13, 2022

On Monday, June 13th, 2022, we will release a new version of Conversations.

 

This release includes the following features and fixes for Conversations (Voice Channel):

 

New:

  • Consultation Conference: Agents can now initiate a conference between the three parties involved [1] in a consultation before deciding to end the consultation and go back to the original call (by using either the “End consultation” button [2], or the “x” icon [3], at the top left), or transfer the original call to the consulted caller [4].

 

Note: This feature works similarly to the feature available in Main Dialer. However, on Callbar, the 3 participants were forced to conference before proceeding with the (warm) transfer.

 

Fixes:

  • Other minor improvements and stability fixes.

 

 

 

June 6, 2022 

On Monday, June 6th, 2022, we will release a new version of Conversations.

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Outbound Caller ID: Solved an issue where the configuration of the “Outbound Caller ID” item was missing from the Outbound Caller ID Settings for Agents. This has been fixed, and Admins can now assign a specific phone number to be used as the default dropdown value for Agents.
  • Issue on Click-to-Call from Salesforce: Solved an issue where a Click-to-Call from Salesforce would not display the correct contact in the dial pad. Instead, the Agent would have to select the correct contact in the dropdown. This was particularly significant in case there were duplicates or multiple contacts associated with the same number.
  • Improved toast on CTI connection: Improved former “CTI is not connected. Some capabilities won’t work” toast to Your default integration is not connected. Click-to-Call and Contact Pop capabilities won’t work. Please make sure Talkdesk CTI Connector is correctly configured for your integration. For more information, refer to our Knowledge Base.” 

This improvement aims to clarify the message. For more information, please refer to the article on the CTI Connector.

  • Other minor improvements and stability fixes.

 

 

May 16, 2022 

On Monday, May 16th, 2022, we will release a new version of Conversations.

This release includes the following new features and fixes for Conversations (Voice Channel):

 

New:

  • Configure Audio Devices: Besides being able to consult and test, Agents can now configure the audio devices to be used for audio input, output, and ringing. 

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To access this feature, click your Talkdesk CX Cloud avatar [1], and then choose Conversations Settings [2].

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  • Voicemail Greetings: Agents with dedicated lines and voicemail enabled will now be able to record, upload and set their personal voicemail greetings in Workspace. This greeting message will play whenever voice calls (that are assigned to Agents with dedicated lines) reach voicemail. 

To configure a voicemail greeting, click on your Talkdesk CX Cloud avatar, and then choose Conversations Settings. There, Agents will be able to record [3] or upload [4] a message. 

Notes: 

      • The Voicemail Greetings setting will appear to all Agents (with dedicated lines or not), but the feature will only work for Agents with dedicated lines and that have voicemails enabled.
      • Only one Voicemail greeting can be set at a time. So, if you record or upload a new file, the existing message will be overwritten (at this time, it is not possible to delete a greeting message).
      • The maximum file size is 1 MB.
      • Talkdesk supports mp3 and WAV file types. If you have a file saved in another format, you can convert your audio file to a supported format by using this tool.
  • Call Quality Feedback: Call Quality Feedback allows Agents to rate the quality of a call when it ends (from 1 to 5), in the Conversations Wrap-Up screen.

Whenever the selected rating is below 3, a “What was wrong?” dropdown list will pop up, asking Agents to choose a reason for the low rating. The following options are available: 

        • “Dropped call”. 
        • “One-way audio”. 
        • “Broken audio or bad sound”. 
        • “Agent interface issue”.

The Call Quality Feedback feature is enabled on Talkdesk Main and can be set up for the whole account or for specific Agents:

        • Account: Main > Admin > Preferences > “Call Quality Feedback”.
        • Agents: Main > Admin > Agents > [select an Agent] > “Call Quality Feedback”.
  • Dial Short Numbers / Extensions: Agents are now able to dial short code numbers (also known as “Abbreviated Dialing”) and extensions (short internal numbers assigned to an employee, a project team, or a department) using Conversations. It will only be valid for new calls, and will not support call transfers or conferences.

Note: This feature will not be enabled by default. To request enablement, please reach out to your Customer Success Manager.

 

Fixes:

  • Minor improvements and stability fixes.

 

 

 

May 9, 2022

On Monday, May 9th, 2022, we will release a new version of Conversations.

 

This release includes the following features, enhancements, and fixes for Conversations (Voice Channel):

 

New:

  • Ability to remove the “Default” option from the Outbound Caller ID: Talkdesk offers two options for configuring an outbound caller ID: Customized and Automated. This determines whether Agents can manually choose a phone number to call from (customized), or whether the system chooses it by default (automated). Now, when the “Customized” option is selected, Admins will be able to choose whether the “Default” option will be available in the Outbound Caller ID dropdown or not.

Note: For now, this feature must be configured in Talkdesk Main, so the current “Outbound Caller ID Selection” setting can be updated on:

  • Main > Admin > Preferences > Outbound Caller ID Selection
  • Main > Admin > Agents > [select an Agent] > Outbound Caller ID Settings

Also, changes in these settings won’t be updated in real-time. Agents will need to save and refresh the “Settings” page as well as Workspace, so that changes are displayed.

 

Enhancements:

  • Click-to-Copy: Similarly to what already happens in the Context card, Agents can now copy contact information (in the Contact Details card) by hovering the mouse pointer over the information to be copied and clicking on the corresponding icon.

Fixes:

  • Minor improvements and stability fixes.

 

 

 

On Monday, May 2nd, 2022, we will release a new version of Conversations.

This release includes the following features and fixes for conversations (Voice Channel):

 

New:

  • Test Audio Devices: Besides being able to consult, Agents can now test the audio devices being used for audio input, output, and ringing.

To access this feature, click your Talkdesk CX Cloud avatar, and then choose Conversations Settings.

 

Note: The ability to configure audio devices will be available soon.

 

Fixes:

  • Minor improvements and stability fixes.

 

 

 

April 26, 2022

On Tuesday, April 26th, 2022, we will release a new version of Conversations.

 

This release includes the following features and fixes for Conversations (Voice Channel):

 

New:

  • Consult Audio Devices: Agents can now consult which audio devices are being used for audio input, output, and ringing.

To access this feature, click your Talkdesk CX Cloud avatar, and then choose Conversations Settings.

Note: The ability to test and configure audio devices will be available soon.

 

Fixes:

  • Minor improvements and stability fixes.

 

 

April 18, 2022

On Monday, April 18th, 2022, we will release a new version of Conversations.

This release includes the following features, enhancements, and fixes for conversations (Voice Channel):

 

New:

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  • Pagination on side panels: Pagination is now available on the side panel’s lists (e.g. Agents, ring groups, external favorites) when performing a Blind Transfer, a Consultation, or a Conference, which helps Agents look for a specific target easily. 

Note: When performing a search, it is not yet possible to paginate it, so users will need to refine the search in case it returns too many results. 

 

Enhancements:

  • Relaxed Phone Number Validation: Prior to this release, all numbers were validated against a set of criteria, and those that did not meet the criteria were considered invalid. However, enforcing these rules would result in some numbers being misclassified as invalid when, in fact, they existed. With this enhancement, only numbers with an invalid country code will be classified as invalid. Agents can now dial any number and only get alerted of an invalid number after initiating the call. 

Note: This enhancement will be gradually rolled out to all accounts. Please contact Talkdesk Support or your Customer Success Manager if you wish to have more information on this.

 

Fixes:

  • Issue calling a specific Jamaican phone number: Solved an issue where Agents could not call a Jamaican number because the number did not meet the defined phone number validation criteria.
  • Minor improvements and stability fixes.

 

 

 

April 4, 2022 | Conversations

On Monday, April 4th, 2022, we will release a new version of Conversations, with the following new features:

 

New:

  • Voicemail Drop

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Considerable time is wasted by Agents leaving similar voicemail messages to customers or prospects. This feature helps to solve this inefficiency by allowing Agents to record or upload a personal message, as well as to drop this message during a call.

 

 

 

March 28, 2022 | Conversations

On Monday, March 28th, 2022, we will release a new version of Conversations.

 

Voice Channel

This release includes the following new features and fixes for Conversations (Voice Channel):

 

New:

  • Automation Tools (Open URL)

It is now possible to use the “Open URL” automation tool within Conversations. Admins can configure the automation task “Open URL” for internal Talkdesk actions, which allows a URL to be opened (on the Agent’s browser) when a specific trigger event occurs. 

  • Click-to-Consult

It is now possible to make a consultation on Conversations using the Click-to-Call feature. During a call, an Agent can select a third-party number to consult (and subsequently transfer the call to the number). By clicking on this number, the consultation is processed, and the Agent can speak with this third party (while the original contact person is on hold). If, after the consultation, both agree to proceed with a transfer, the initial Agent establishes the transfer and leaves the call.

 

Notes: 

  • The difference between Callbar’s “Click-to-Transfer” and Conversations’ “Click-to-Consult” is that on Callbar, when the call is transferred to a third party, all participants will confer (parity is expected to be reached during the Summer 2022 Release).
  • Click-to-Consult can be executed from a browser (if the Talkdesk Click-to-Call extension is installed), from an integration, or from another Workspace app.

Fixes:

  • Minor improvements and stability fixes.

 

Digital Engagement

This release also includes the following new features and fixes for Talkdesk Digital Engagement™:

 

New:

  • Regional Cloud EU
    This feature aims to support all necessary steps to create a new instance in EUROPE and have the product deployed to this new instance.
  • Default Reports
    Now, Default Reports based on Digital Engagement datasets are available in Explore: 
    • Digital Contacts.
    • Digital Messages.

Enhancements:

  • Maximum waiting time in Studio
    We have increased the maximum waiting time in Incoming Message Studio flows to 48 hours. This means that in the case of asynchronous channels, you can provide a longer waiting period to find an available Agent.

 

 

March 21, 2022

 

On Monday, March 21st, 2022, we will release a new version of Conversations.

 

Voice Channel

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Wrong Voicemail audio:
    • Solved an issue where the wrong voicemail audio was being dropped while on a call.
  • Auto-Answer component timeout affecting ringing time:
    • Solved an issue where the Auto-Answer timeout was incorrectly affecting ringing time after a transfer. 
  • Other minor improvements and stability fixes.

 

Digital Engagement

This release also includes the following new features, and fixes, for Talkdesk Digital Engagement™:

 

New:

  • Templates:
    • Agents can provide a consistent experience to all customers based on defined response templates, while also speeding up response time across all digital channels.

Fixes:

  • “Reply All” not updating the "CC" field:
    • When using Reply All, if the previous email on the thread was from a CC’d address, the “CC” field was not being updated correctly. This behavior is now fixed.

 

 

 

February 28, 2022

On Monday, February 28th, 2022, we will release a new version of Conversations.

 

Digital Engagement

This release includes the following new features for Talkdesk Digital Engagement™:

 

New:

  • Wrap-up and Dispositions
    Agents will be able to wrap-up digital conversations and add notes and dispositions that provide critical context that can be used for reporting and follow-ups.

 

 

February 21, 2022

On Monday, February 21st, 2022, we will release a new version of Conversations.

 

Digital Engagement

This release includes the following new features, enhancements, and fixes, for Talkdesk Digital Engagement™:

 

New:

  • SMS touchpoint to associate Classic and Studio Routing 

We will be bringing a new section for SMS touchpoints configuration in the Channels app. With this new functionality, you will be able to define the routing type for each SMS number:

    • Basic routing.
    • Direct assignment.
    • Studio flow.

This way, you can start having SMS conversations being routed through the Income Message Studio Flows. This will give you the ability to:

    • Send automated messages.
    • Add time-based rules.
    • Decide if the SMS should be directly assigned to a specific agent.
    • Decide if the agent should be able to accept or reject the SMS. 

These numbers settings will only be used for SMS channel and will not be applied to Voice, which means that for the same number you can have two different routing types depending on the Channel. Once the application is available on your account, the numbers will still be associated with the voice ring groups until you change the routing type in this new SMS touchpoint list.

  • Ability to change the styling of the initial screen (Chat):
    On the Chat widget, you can now change the initial screen colors, font, and images to customize it to meet your company’s needs. Configuration keys will be available on our Knowledge Base, allowing you to edit the script and customize the initial screen experience. 

 

Enhancements:

  • Email EA Improvements:
    • File size limit of 5 MB per attachment was removed. The total email size limit continues to be 25 MB.
    • Draft conversations are not stored in local storage.
    • User Interface was improved to show an error message when the sending of an email fails.
  • Limit Phone Numbers Within Drop List (SMS):
    When initiating a new SMS conversation, only SMS-enabled numbers will appear in the dropdown list for selection.

Fixes:

  • Chat Provisioning enables outbound SMS capabilities:
    For accounts with Live Chat enabled, SMS was being presented as a clickable option on the New Conversation button, allowing an agent to try and send SMS. This issue is now fixed.

 

Overall Enhancements:

  • Welcome screen with Voice dial pad by default:

In order to allow agents to work more efficiently, the default screen of Conversations will now present the dial pad to start a voice conversation, when there are no ongoing conversations.

 

 

 

February 14, 2022

On Monday, February 14th, 2022, we will release a new version of Conversations.

 

Digital Engagement

Talkdesk Digital Engagement™ provides integrated customer support through digital channels. A unified experience for both agents and clients, with capabilities spanning across digital and voice channels, from a single platform. 

This release includes the following new features: 

 

New:

  • Incoming Message Flows

A new trigger type with the possibility of having one single Studio flow serving all messaging channels. The Incoming Message trigger type will replace the current Incoming Chat trigger type. All newly-created routing flows will use this new type, and we recommend updating your existing flows to start including this.

 

  • Capacity Model

With the enablement of this functionality, each agent will have 100 capacity points and each conversation coming from Studio will have a default weight:

Channel Weight
Voice 51 points
Chat 30 points
Email 5 points
SMS (Soon) 5 points

This means that an agent can accept a voice call and a chat, for example (51+30 points), but does not have enough capacity to receive another chat. However, the agent can still receive SMSes and Emails coming from Studio.

The Capacity Model will only work for conversations from the Incoming Message flow, so agents can still initiate Outbound conversations at any point or manually assign more conversations from the queue. 

 

  • Routing Email Based on Subject and more

On the new Incoming Message flows, we will be bringing Email variables that can be used for routing or context purposes. It will now be possible to route to a specific group of agents based on these fields:

        • Email subject.
        • From.
        • To.
        • CC. 

 

 

February 7, 2022

On Monday, February 7th, we will release a new version of Conversations.

 

New:

  • Associate a Call with any contact

Agents now have the ability to associate a call with any contact in their account. Before, calls could only be associated with contacts that had the same phone number that was calling/being called. 

 

Enhancements:

  • Contact Pop: During an inbound call, if the number is on Talkdesk’s database and in sync with a CRM account, Conversations will display the CRM’s icon in the “Contact Details” card. Once clicked, it opens the contact’s details in the CRM integration.

Now, when agents have an open tab from the default CRM integration and click on the corresponding contact pop icon, the open tab refreshes and will display the selected contact. 

For any other integration (or in case the default integration is not open), clicking on the contact pop icon will open a new tab. Finally, the default integration is now distinguishable from the other non-default integrations through a divider.

 

Fixes:

  • Other minor improvements and stability fixes.

 

 

January 24, 2022 | Conversations

On Monday, January 24th, we will release a new version of Conversations.

 

New:

  • Tenant: It is now possible to display an extra contact field (known as a “Tenant”) in a contact card, to give agents additional context when handling calls. This field is useful when a contact has multiple indistinct records and agents need to know with which record they should associate these calls.

Note: For more detailed instructions on adding the Tenant custom field to Conversations, please refer to the article on Displaying the Tenant Custom Field.

 

Fixes:

  • Other minor improvements and stability fixes.

 

 

January 10, 2022

On Monday, January 10th, we will release a new version of Conversations.

 

New:

  • Disable the “Dismiss” wrap-up button: It is now possible to remove the Dismiss button for all agents (at an account level). This way, users will not be able to manually dismiss the wrap-up.

Note: The feature is available upon request only. Please contact Talkdesk Support or your Customer Success Manager if you wish to enable it.

 

Fixes:

  • Minor improvements and stability fixes.

 

 

 

December 27, 2021

On Monday, December 27th, we will release a new version of Conversations.

 

New:

  • List of External Favorites: It is now possible to access the list of external favorites during a call. This can be performed during Blind Transfers, Consultations or Conferences.

Fixes:

  • Minor improvements and stability fixes.

 

 

December 16, 2021

 

On Thursday, December 16th, we will release a new version of Conversations.

 

New:

  • Status change during “After Call Work”: With this release, it’s no longer possible to change the user status while on the wrap-up screen. When a user finishes a call and goes to the wrap-up screen, the status is automatically changed to “After-Call Work” and cannot be manually changed.
  • Searchable Dispositions: It is now possible to search by disposition directly in the “Dispositions Card”, during or after a call. This allows users to quickly find the appropriate disposition.

Enhancements:

  • Phone Number Library: The phone number library now reflects the latest version, ensuring an accurate validation of phone numbers dialed in Conversations.

Fixes:

  • Minor improvements and stability fixes.

 

 

 

November 24, 2021

On Wednesday, November 24th, we will release a new version of Conversations.

 

New:

  • Call switching: You can now switch between two calls, as many times as you need during a consultation, before you decide whether you want to transfer the initial call to the consulted party or end the consultation and return to the initial call. The caller whose call you switch from will be put automatically on hold.

Fixes:

  • No change in agent status after a warm transfer: Some agents were staying in the “On a call” status after finishing a warm transfer. 

 

 

September 23, 2021 - Agent Workspace

On Thursday, September 23rd, 2021, Talkdesk will release Agent Workspace.

Agent Workspace unifies the Talkdesk CX Cloud applications and information agents need on a “single pane of glass”, empowering them to work more efficiently and effectively. It’s accessible from anywhere on any device, strikingly intuitive to use, and designed to deliver personalized customer experiences that build loyalty and drive revenue.

Agent Workspace unifies four apps that are now available for both existing and new Talkdesk customers.

 

What’s included

Conversations

Conversations allows users to handle inbound & outbound voice and digital customer interactions. 

The voice channel will offer agents a unified and improved user experience to perform calls with capabilities such as transfers, conferences, call recording, and much more.

Activities

The activity listing offers you all that Talkdesk Main offered you previously and many more:

It will provide you a better overview of your agent activities by displaying the transferred calls and their details. 

The agent is also able to return a missed call directly from the listing: with just one click, they will be on the phone with the customer.

We also offer a wider range of filters, such as activity type, contact, or even date and time.

Voicemails

Voicemails will come with a new feature: the inbox app. This space will display only the voicemails assigned to you. 

If you want to browse all system’s voicemails, we make it easier by offering two new filters in addition to the Classic ones: filter by contact, and filter by duration interval. 

Contacts

Contacts will offer the same range of functionality but in a more user-friendly way: integrations with external services, contact management, and click-to-call.

 

How to use

If you wish to start using Agent Workspace apps, please follow the instructions on our documentation or reach out to your Customer Success Manager.

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