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Release Notes | Talkdesk Digital Engagement
Published • Last Updated

Talkdesk Digital Engagement™ empowers contact centers to quickly identify, route, and respond to customer service needs across multiple channels by providing integrated customer support through SMS, live chat, email, and more. For more information, please visit our Talkdesk Digital Engagement documentation.

 

[Preview] June 4, 2026

Note: This feature is available in preview for select customers.

On Thursday, June 4th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • [Preview] Co-browsing with Voice and Digital Interactions: Agents can now launch real-time co-browsing sessions directly from interactions across all supported channels, including voice calls, chat, email, WhatsApp, and SMS. This eliminates the need to switch tools or send separate links, keeping customer support in one continuous conversation thread. For details, please read our documentation for admins and for agents on this feature.
  • By enabling collaborative, guided browsing within the same interaction, agents can resolve complex requests (like form-filling or troubleshooting) faster, without losing context.
  • Admins can configure channel-specific settings, invitation delivery methods, sender details, and customizable message templates to align with brand workflows.
  • Sessions include built-in controls: participants are visible in the conversation card, the host can invite other agents, and sessions automatically close when the interaction ends or no agents remain active, ensuring security and continuity.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

[Preview] June 3, 2026

Important Note: This feature is available in Preview for select customers.

On Wednesday, June 3rd, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  

  • Agentic Chat: Rich Visuals transforms text Agentic conversations into intuitive, interactive experiences using rich UI components such as Buttons, Quick Replies, Forms, and Carousels. By replacing manual typing with guided visual interactions, brands can reduce customer friction, accelerate task completion, and improve engagement and conversion rates in Agentic chat experiences.
    • Rich Interactive Components: Supports visually engaging UI elements, including Quick Replies, Buttons, Carousels, and Forms within the chat widget.
    • Rich UI Skill: Enable Rich UI Skill for the AI Agent Platform, allowing agents to output structured data that is dynamically rendered in the chat widget using predefined Rich UI templates for a more interactive and engaging customer experience.
    • Backend Integration: Rich UI components can dynamically retrieve and render backend data, enabling use cases such as displaying appointment availability or personalized customer information in real time.
    • Proactive Rich Visual Customer Journeys: AI agents can proactively guide users from the start of a conversation through interactive, visually driven workflows such as appointment lookup, service selection, and data collection.
    • Please read our Knowledge Base documentation for more details.

Note: Rich UI customization is currently supported through the Product and Engineering teams. Self-service template builder capabilities are planned for future releases.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

June 1, 2026

On Monday, June 1st, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Enable Multi-Recipient Email Conversations: Agents can now add and manage multiple recipients in the “To” field within a single email conversation, enabling communication beyond the associated contact. This makes it easier to collaborate with customers, teammates, and other stakeholders without creating separate interactions or losing conversation continuity, while still maintaining a single associated contact.
    • By enabling flexible multi-party communication within a single interaction, this enhancement helps agents resolve complex requests more efficiently, preserve full conversation context, and deliver a more seamless customer experience. Please read this documentation for more information.
  • Manage Drafts in Digital Channels: Agents can now save and resume outbound emails and digital messages with automatic draft saving after they stop typing. Drafts are preserved when agents are interrupted by incoming conversations, page refreshes, or logouts, allowing them to continue editing, send messages later, or discard drafts when no longer needed. This enhancement helps reduce lost work, improve multitasking efficiency, and enable more seamless customer communication. Please read this documentation for more information.
  • Extend Nested Dispositions to Digital Channels: Admins can now configure and use Nested Dispositions across Digital Channels, enabling agents to categorize conversations with greater precision and consistency across all channels. By creating subcategories within dispositions, organizations gain more in-depth visibility into customer interactions, allowing for more detailed reporting, analysis, and operational insights.
    • Additionally, users with access to Explore can now consult nested disposition data within the Messaging Contacts dataset, helping teams generate more granular insights and improve reporting consistency across both voice and digital channels.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

May 27, 2026

On Wednesday, May 27th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

Chat History Control for Chat Widget:  This “Clear chat history” privacy config allows the chat widget to automatically clear conversation history and personal data from the client side once a chat ends. By preventing the storage of names, emails, and chat history in the browser, this feature ensures high levels of data privacy, particularly for customers using shared or public devices. Please see this article for Chat Widget configurations.

  • Automatic Data Purge: Once a session ends, the chat widget wipes all user-entered data and chat history from the local browser to maintain customer confidentiality.
  • Enhanced Privacy Compliance: This setting strengthens data protection by ensuring that subsequent users on the same device cannot access previous interaction details.

Important Note: When enabled, the chat widget runs independently in each browser tab. Users can open multiple standalone conversations simultaneously. With this mode enabled, users are treated as new users, and the chat cannot recognize returning users for proactive chat support conditions.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

May 12, 2026

On Tuesday, May 12th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

Support Email Related Columns in Live Widgets: We have enhanced the Live Contacts List and Live Unassigned Contacts List widgets by adding specialized columns to provide immediate context for email interactions. This update allows supervisors to monitor key email details at a glance without opening individual conversations, significantly improving operational oversight and response efficiency.

Comprehensive Interaction Insights: You can now view the following critical data points directly in your live widgets:

  • Latest Message Action: Tracks the current state of the conversation, such as Contact Engaged (waiting for agent intervention), Replied (handled with replied message), or Forwarded (forwarded to other agent).
  • Has Attachment: Indicates whether there are attachments in the email thread's history.
  • Latest Updated Time: Displays the exact timestamp of the most recent message sent or received.
  • Latest Operator: Identifies the sender of the latest message.

Dynamic State Tracking: The Latest Message Action field automatically transitions based on user and agent behaviors. For instance, any new incoming message from a contact will force the state back to Contact Engaged, ensuring agents are immediately aware when a response is required.

How to Access: These columns are now available in the Live Contacts List and Live Unassigned Contacts List within your Live dashboard. Administrators can customize the widget view to include these new columns as needed.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

May 6, 2026

On Wednesday, May 6th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

Most Frequently Used Templates: Agents can now quickly access their most frequently used templates directly within the template panel, eliminating repetitive steps in high-volume workflows. It automatically surfaces a personalized, ranked list of admin-approved templates based on each agent’s usage over the past 30 days, ensuring that only active and authorized content is shown. 

  • By reducing the time spent searching or browsing templates, agents can respond faster and with greater confidence in routine scenarios. This feature provides a predictable, reliable way to handle common interactions more efficiently.

For more information on how to use and manage templates, please see this article section and watch the demo here.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

[Preview] May 4, 2026

Important Note: This feature is available in Preview for select customers.

On Monday, May 4th, 2026, we’ll start a rollout of a new version of Talkdesk Digital Engagement™:

New:

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Outbound Notifications API for SMS: This feature enables brands to send automated, proactive SMS messages at scale without requiring agent interaction. With event-driven outreach, brands can engage customers proactively while keeping interactions clean—only starting conversations when customers respond.

  • Automated SMS Delivery: Send outbound SMS messages programmatically using the Outbound Notifications API, supporting event-triggered notifications. Refer to the Outbound Notification API for SMS API details
  • Proactive SMS Touchpoint: Requires configuring a Proactive SMS touchpoint designed specifically for automated outbound messaging workflows. Refer to Proactive SMS touchpoint for details.
  • Conversation on Reply Only: A conversation is created only when the contact replies to the outbound SMS; no interaction is logged if there is no response.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

April 27, 2026

On Monday, April 27th, 2026, we’ll start a rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Transfer and Bulk Close in Inbox: This feature gives administrators greater control over how agents manage digital conversations. By introducing role-based permissions and bulk actions, teams can efficiently transfer conversations or close multiple interactions at once, improving operational productivity and workflow management in the Inbox. Please read this documentation for more details.
    • Role-Based Permissions: Admins can configure Transfer and Close permissions in Roles and Permissions > Inbox, controlling which users can transfer or bulk close digital conversations in Inbox
    • Conversation Transfer: Agents with the Transfer permission can send conversations to a specific queue, flow, or colleague, enabling smoother handoffs and faster resolution.
    • Bulk Close: Agents with the Close permission can select and close up to 20 conversations simultaneously, streamlining inbox cleanup and task completion.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

April 22, 2026

On Wednesday, April 22nd, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

Enhancement:

  • Enhance Email Responses with Advanced Email Editor: We’re introducing an Advanced Email Editor that gives agents greater control over how their emails look and feel. With support for font type, font size, text color, background highlighting, and the ability to paste and display HTML content, agents can craft more polished and visually engaging email responses. These capabilities are also supported across Email Signatures, Auto-replies, and Templates, enabling a consistent experience across all email touchpoints.
    • This enhancement helps maintain brand consistency while improving clarity and readability for customers. By enabling richer formatting options, teams can deliver more professional, personalized, and impactful communications.

  • Configure Reopen, Timeout, and SLA at the Touchpoint Level: Admins can now define Reopen, Timeout, and SLA settings directly at the touchpoint level, giving them granular control over how interactions are handled across digital channels. With a simple override option, admins can choose to apply touchpoint-specific rules or fall back to global channel settings, ensuring both flexibility and consistency. This enhancement enables teams to tailor operational rules for different workflows, brands, or customer scenarios—improving SLA compliance and supporting complex environments such as multi-client operations.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

[Preview] April 13, 2026

Important Note: This feature is available in Preview for select customers.

On Monday, April 13th, 2026, we’ll start a rollout of a new version of Talkdesk Digital Engagement™:

New:

  • AI-Powered Template Recommendations: Automatically surfaces the most relevant, context-aware, admin-approved responses directly within the agent workflow, presenting a curated set of templates based on the live conversation and eliminating the need to manually search through template libraries—while keeping agents in control with trusted, approved content. By combining AI-driven efficiency with enterprise-grade control and governance, this capability ensures strong adherence to brand consistency and standards. Reduce handling time, boost agent productivity, and deliver faster, more consistent, and high-quality customer experiences at scale.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

April 7, 2026

On Tuesday, April 7, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

Adding Digital DNC dataset: This feature ensures regulatory compliance and reduces the risk of unauthorized messaging by maintaining a unified record of opt-in and opt-out activities. The system now automatically captures consent events and synchronizes them with the Conversation App to inform agents in real time if a contact cannot be messaged.

Key Use Cases & Automated Actions:

  • Automated Opt-Out: When a contact replies with a keyword such as “STOP”, the system automatically processes the event and stores an opt-out record in the DNC dataset.
  • Automated Opt-In: When a contact replies with “START”, the system captures the opt-in information to resume messaging eligibility.
  • Real-time Verification: Before an agent sends a message, the system checks the DNC status; if a contact has opted out, the agent is immediately notified within the Conversation App.

How to Access:

Administrators and Supervisors can view, audit, and export these consent records directly via the Digital DNC Dataset: Digital DNC Dataset documentation.

Important Information: 

Currently, this feature is exclusively available for Digital SMS triggered by contact-initiated actions (e.g., keyword replies). 

Other SMS services (such as Messaging API, SMS surveys, and automated notifications) and additional digital channels are not yet supported. 

Additionally, the dataset does not include historical records before the rollout.

Keywords Support currently: 

  • OPT-IN: START, YES, and UNSTOP

OPT-OUT: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

April 6, 2026

On Monday, April 6th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • AI Translator is now Generally Available: AI Translator ensures accurate, context-aware translations, leading to enhanced customer satisfaction, expedited resolution times, and significant cost efficiencies in providing multilingual support. 
  • Break language barriers and deliver seamless, real-time translations for customer conversations across digital channels. Empower customer service agents to communicate effortlessly with global customers by providing native-quality translations for both inbound and outbound messages.
    • Translated customer messages: Agents will see the translated customer message. The original text will be folded by default and can be clicked to expand.
    • Translated agent messages: Agents will see the original message they input. The translated and sent text will be folded by default and can be clicked to expand.
  • For more information, please read our AI Translator documentation.

Note: AI Translator is a new add-on that requires a purchase to use it, with billing based on usage. Admins can turn the feature on/off and manage access per queue or agent.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

March 30, 2026

On Monday, March 30th, 2026, we’ll start a rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Display file name uploaded by agent in chat widget: Chat attachments now preserve and display the original file name provided by agents, ensuring customers can clearly identify received documents. This improvement enhances clarity, especially in regulated workflows where file names carry important context and instructions.
    • Original File Name Preservation: Attachments sent by agents retain the original file name at upload, instead of being overridden.
    • Consistent Display: The original file name is shown in both the chat message thread and when the file is downloaded by the customer.
    • Improved Customer Experience: Helps customers easily recognize documents (e.g., forms or instructions), reducing follow-up inquiries.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

[Preview] March 30, 2026

Important Note: This feature is available in Preview for select customers.

On Monday, March 30th, 2026, we’ll start a rollout of a new preview feature for Talkdesk Digital Engagement™:

New:

  • WhatsApp Outbound Notification Public API: This new API enables customers to send bulk outbound messages using Meta-approved templates.

  • It is designed to support scalable notification use cases such as alerts, reminders, and transactional updates, while remaining compliant with WhatsApp Business Platform policies.

Key Features:

Bulk Outbound Messaging via Templates

  • Send WhatsApp messages using Meta-approved templates only

  • Designed for high-volume outbound notification scenarios

  • Easily integrates with backend systems

Note: Free-form content is not supported due to Meta restrictions.

Reply Association Window

  • A default reply association window of 15 days is applied to each outbound notification.

  • If a customer replies within 15 days of receiving the notification:

    • The reply and the original notification will be grouped into the same interaction as a new interaction.

  • If a customer replies after 15 days:

    • The reply will be treated as a new inbound interaction, and the notification will not be grouped.

Inbound Message Handling and Routing

  • Customer replies are treated as inbound interactions.

  • Messages can be routed into Studio, the queue, or the agents.

Note: If there is an active ongoing interaction with the contact at the time of reply, the reply will be merged into the existing interaction instead of creating a new one.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

[Preview] March 30, 2026

Important Note: This feature is available in Preview for select customers.

On Monday, March 30th, 2026, we’ll start a rollout of a new preview feature for Talkdesk Digital Engagement™:

New:

  • Customize Prompts for Rewriter and Translator: Admins can now customize prompts for Rewriter and Translator and validate outputs through built-in simulation before applying changes in CXA Operations Center. With guided tuning options—such as tone, politeness, industry language, cultural adaptation, and terminology handling—customers can ensure AI-generated content aligns with their brand voice and communication standards. This helps reduce manual edits for agents while delivering more consistent, accurate, and high-quality customer interactions across channels.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

March 16, 2026

On Monday, March 16th, 2026, we’ll start a rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Granular Access Control for Rewriter and Translator in AI Launchpad: Admins can now manage Rewriter and Translator access directly in AI Launchpad, with the ability to turn the features ON or OFF and control which agents or queues can use them. This gives organizations greater flexibility and governance when deploying AI-powered assistance, making it easier to roll out these capabilities across teams while maintaining administrative control.

Important Note: Rewriter and Translator are OFF by default. Admins must enable them in AI Launchpad before agents can use these features.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

March 13, 2026

On Friday, March 13th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Add Digital Channels to Avg. Handle Time widget: Users are now able to see the digital channels’ AVG (average) Handle Time data in the Avg Handle Time Widget. The widget displays the average time it takes to handle a contact.  The data is broken down by channel or filtered as needed.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

March 9, 2026

On Monday, March 9th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Edit Email History: This feature was previously released in preview, but is now Generally Available. Agents can now easily edit email history when replying or forwarding emails, allowing them to remove internal conversations or unnecessary information. This capability streamlines communication, saves time on manual copy-and-paste, and ensures customers receive clear, concise, and focused replies, enhancing overall service efficiency and the customer experience.

  • Forward Any Email from Closed Interactions in Activities: Agents can now forward any email from a closed interaction directly from Activities, instead of only the last email in the conversation. This enhancement provides greater flexibility when sharing specific messages, while preserving the original subject, content, and attachments. Agents can quickly forward the most relevant email with full context, improving efficiency while maintaining accuracy and clarity.

Enhancement:

  • Chat Widget Secure CSP Mode Integration: The Chat Widget now supports deployment in environments with strict Content Security Policy (CSP) settings where unsafe-inline is disabled. 

This enhancement enables organizations to securely integrate the widget while maintaining compliance with CSP requirements, ensuring reliable chat functionality without compromising security.

  • Separate Asset Loading: Load the Chat Widget JavaScript and CSS files remotely instead of relying on inline style injection to comply with CSP restrictions.
  • Nonce-Based Script Execution: Generate a unique nonce per request, include it in the CSP header under script-src, and inject it into the <script> tag that loads the widget.
  • Dynamic Snippet Retrieval: Retrieve the widget snippet from the server response dynamically rather than hardcoding inline scripts, allowing proper nonce injection and CSP compliance.

Note: For additional details, please refer to the best practice “15. Chat Widget Secure CSP Mode Integration with disabled unsafe-inline CSP” in Chat Widget V2.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

February 11, 2026

On Wednesday, February 11th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

Enhancement:

  • Chat Widget ADA Accessibility Enhancements: The Talkdesk LiveChat Widget is now compliant with WCAG 2.2 AA standards, delivering an inclusive and accessible digital experience for all users. These enhancements ensure customers can interact with the chat widget regardless of physical or visual limitations, helping brands meet accessibility requirements and improve overall customer experience.
    • Full Keyboard Accessibility: The Chat Widget is now fully keyboard-accessible, allowing users to navigate and interact without a mouse or touchpad.
    • Screen Reader Support: The Chat Widget is accessible to text-to-speech and screen readers, enabling visually impaired users to understand and interact with chat content.
    • Improved Color Contrast: High-contrast text and background colors meet the recommended contrast ratio, improving readability for users with visual impairments such as color blindness.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

February 2, 2026

On Monday, February 2nd, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

Enhancement:

  • Share Context Variables Across Digital Flows: Interaction Arguments enhance flow continuity by allowing context variables to be passed and reused across flows. This enables richer, more personalized interactions and ensures that critical context is preserved as conversations move between flows and agents.
    • Context Transfer Between Flows: Flows can receive variables defined in previous flows when they are exposed as Interaction Arguments, enabling seamless data handoff (e.g., passing a selected queue during a transfer).
    • Transfer Configuration: By selecting “Transfers” for a variable, such as Queue in Manage Context (top left), the variable is able to be passed to the flow when the interaction is transferred.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

[Preview] January 30, 2026

Important Note: This feature is available in Preview for select customers.

On Friday, January 30th, 2026, a preview version of Autopilot Agentic for Email will be made available for Talkdesk Digital Engagement™:

New:

  • Autopilot Agentic Now Supports the Email Channel: Talkdesk Autopilot Agentic is now available for the email channel, extending AI Agent–powered automation to asynchronous customer conversations. Built on the Talkdesk AI Agent Platform, it understands customer intent, automatically responds to customer emails, and intelligently escalates conversations to human agents when needed. 
    • Benefits: Autopilot Agentic helps reduce agent workload in email conversations while maintaining consistent, high-quality customer experiences. Customers experience faster, more accurate responses, while teams gain greater efficiency and scalability across the email channel.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 19, 2026

On Monday, January 19th, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Email Subject Visibility in Live View: You can now preview the subject line for Email and Digital Connect interactions directly within the Live Contacts List and Unassigned Contacts List widgets. This enables agents to quickly assess context and prioritize urgent messages without opening each interaction.

To enable it, click the Settings (gear icon) on the widget, and under the “Column Visualization” menu, check the “Subject” option. This allows for quicker context identification and better message prioritization directly from the dashboard.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 12, 2026

On Monday, January 12, 2026, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

Enhancements

  • Enhanced Visual Indicators for Attachments, Replies, and Forwards in Email: Agents can now see key email interaction indicators directly in the Assigned to You list, making it easier to prioritize and act without opening every email. Along with a preview of the latest email message in the Assigned to you List, new visual icons clearly show whether an email interaction includes attachments, whether the customer’s latest message has already been replied to, and whether the last message has been forwarded. With instant context at a glance, agents can reduce unnecessary clicks, avoid missed follow-ups, and respond to customers faster and more confidently.

    Note: These new visual indicators are available only for new emails sent and received after this feature is available and do not apply retroactively to existing emails.

  • Enhanced Admin Experience With Template Management: Admins can now organize and manage templates more efficiently with enhanced template configuration capabilities. Flexible organization options, such as renaming collections, moving templates between collections, and using quick search and sorting by title, creation date, or update date—make it easier to maintain accurate, well-structured template libraries. These improvements reduce administrative effort, minimize errors caused by outdated or misplaced templates, and support faster, more consistent agent responses across digital channels.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

December 15, 2025

On Monday, December 15th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

Enhancements:

  • Enhanced Agent Experience With Templates: The template experience across digital channels has been redesigned to make it faster and easier for agents to find, preview, and insert the right content. 
    • The updated interface streamlines navigation with the new template and collection count, language filters, auto-search that triggers after three typed characters, and a larger, more intuitive preview panel that no longer interrupts the agent’s workflow. 
    • WhatsApp templates now also support search by title, improving discoverability for high-volume libraries. These enhancements deliver a more efficient, consistent, and agent-friendly template workflow across every digital interaction.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

December 8, 2025

On Monday, December 8th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Send and receive .odt file attachments: Agents can now easily send and receive attachments in .odt format in the Email channel, streamlining workflows and enhancing customer experiences.

Enhancements:

  • Chat Transcript Downloading Enhancement for Multicontent Messages: The transcript downloading feature now supports “multicontent” message types, ensuring that AI responses are displayed as readable text rather than labeled as “multicontent.” This improvement delivers more accurate and accessible data, enabling effective feedback loops and better analysis of AI-generated interactions.
    • AI Agent messages of type “multicontent” are now correctly rendered as text in transcripts.
    • Autopilot messages, including Carousel, Buttons, Quick Replies, and “multicontent” type, are now correctly rendered as text in transcripts.
  • Accessibility Enhancements for Chat Widget (WCAG 2.1 AA): The chat widget enhances WCAG 2.1 AA accessibility standards, improving visual clarity and screen-reader compatibility for users with visual impairments. These updates provide better usability, reduce compliance risks, and support accessibility requirements for regulated industries.
    • Improved color contrast for timestamps, placeholder text, and the attachment icon to meet the WCAG 2.1 AA.
    • Added descriptive alternative text (e.g., aria-label, title) for the send message and added attachment icons to support screen readers.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

[Preview] November 24, 2025

Important Note: This feature is available in Preview for select customers.

On Monday, November 24th, 2025, we have started a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Proactive Chat - Trigger by Conditions: The enhanced Proactive Chat enables businesses to engage with visitors in real time using behavioral, contextual, and custom data triggers. It empowers teams to anticipate customer needs, reduce friction on key pages, and drive higher engagement and conversion rates through timely, personalized interactions.
    • Behavioral & Contextual Triggers: Proactive Chat leverages data such as Time on website, Number of pages visited, Page URL, and Custom Variables to trigger personalized messages based on visitor behavior.
    • Visitor: Define whether rules apply to All Visitors, New Visitors, or Returning Visitors to tailor engagement strategies.
    • Time on Website: Measures the visitor’s active engagement time on pages with the chat widget, configurable between 10–1800 seconds, excluding idle or inactive periods.
    • Number of Pages Visited: Sets a minimum page view threshold within the same browsing session to trigger engagement, counting repeat visits to the same page.
    • Page URL: Enables targeting or excluding specific high-value pages using flexible operators like is, is not, contains, and doesn’t contain.
    • Custom Variables: Use key-value pairs (via webchat.setContextParam()) for personalized triggers based on contextual data like language or VIP status.
    • Monitoring Window: Visitor behavior is tracked within a one-hour time window; any activity beyond that is not recorded.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

November 24, 2025

On Monday, November 24th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Display Privacy Policy Disclaimer: This new option allows customers to clearly communicate their data handling practices directly within the chat widget. This helps build user trust and ensures compliance with privacy and data protection standards before the conversation starts.
    • When enabled, admins can configure and display a Privacy Policy disclaimer to end users.
    • Supports rich text formatting, including embedded links, for clearer and more informative messaging.
    • The disclaimer appears directly on the chat widget before users start interacting. Users can click the Cancel button to dismiss the disclaimer.

  • Default WhatsApp Template: We’ve introduced a new capability that allows supervisors to set one default outbound WhatsApp template for each touchpoint, streamlining both supervisor setup and agent workflows. When agents send messages to contacts outside the 24-hour session window, the system now automatically applies the configured default template, eliminating the need for agents to manually choose one.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

November 17, 2025

On Monday, November 17th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Agent-Specific Email Outbound Access Control: Talkdesk now supports granular access control for outbound emails, allowing Admins to assign specific queues to each email touchpoint. With this enhancement, only authorized Agents can initiate new outbound conversations from designated email touchpoints, ensuring personalization, operational clarity, and compliance across customer communications.

  • Forward Closed Emails from Activities: Agents can now forward closed email interactions directly from Activities, with the entire conversation history, subject, and attachments of the last email automatically included. This enhancement streamlines post-resolution workflows by removing manual copy-paste steps and ensuring that forwarded messages retain full context, accuracy, and formatting integrity.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

October 9, 2025

On Thursday, October 9th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Adding SL indicator in Digital - Messaging Contact Dataset: A new parameter named Inside Service Level has been added to the Digital Contact Dataset to indicate whether an interaction met the defined service level threshold. This parameter appears as a string field with values Yes or No and applies only to answered interactions. A value of Yes means the First Response Time (FRT) did not breach the SLA threshold when the FRT data was populated, while No means the SLA was breached. The field is available as a dimension at the interaction level and can also be used in the Filter with condition dropdown to refine reporting and analysis in Explore.
  • Deletion of WhatsApp Touchpoint: We’ve introduced more control and flexibility when managing touchpoints. Now, you can delete touchpoints when there are no ongoing conversations, based on their status:
    • Missing provider: Delete directly.
    • Active: Deactivate first, then delete.
    • Inactive: Delete directly, with the option to fully disconnect by removing the number from Meta or disconnecting it.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

September 30, 2025

On Tuesday, September 30th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Assign Agents to Message - Priority (Variable in the flow context): Priority can now be dynamically set from the flow when a numeric variable is selected from the drop-down menu (e.g., you can use a data dip to retrieve a customer’s support tier level, then apply a conditional statement component that maps that value into a priority level recognized by the assignment component).

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

September 29, 2025

On Monday, September 29th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Support markdown on Chat: Chat widget now supports markdown format rendering directly within the chat, allowing messages generated by the AI Agent Platform to display rich formatting. This enhances message clarity, readability, and engagement in chat interactions, making AI-assisted responses more visually structured and user-friendly. Among the main features are:
    • Admins do not need to enable or configure this feature. The system automatically renders markdown content generated by the AI Agent platform.
    • Most commonly used Markdown outputs from Agentic AI are supported, including Headers, Bold, italics, Lists, Tables, Embedded links, Code Blocks, Blockquotes, and others.

Important Note: Markdown rendering is supported only in the chat channel. For channels such as WhatsApp and SMS, it is recommended to use prompts to prevent markdown output from Agentic AI, ensuring messages remain plain text for optimal display.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

[Preview] September 22, 2025

Important Note: This feature is available in Preview for select customers.

On Monday, September 22nd, 2025, a preview version of Editing Email History will be made available for Talkdesk Digital Engagement™:

New:

  • Edit Email History: Agents can now easily edit email history when replying or forwarding emails, allowing them to remove internal conversations or unnecessary information. This capability streamlines communication, saves time on manual copy-pasting, and ensures that customers receive clear, concise, and focused replies, enhancing overall service efficiency and customer experience.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

September 8, 2025 - Talkdesk Fax

On Monday, September 8th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

Introducing Talkdesk Fax: Talkdesk Fax is now in General Availability. This new digital channel makes it easier to manage fax communication within Talkdesk.

What's Included

With Talkdesk Fax, your teams can:

  • Unify communications: Send and receive faxes directly in the Conversations App alongside other digital channels.
  • Streamline workflows: Eliminate the need for separate fax tools and manage everything within a single platform.
  • Simplify administration: Configure and manage fax settings easily through Channels Administration. 

Availability

Talkdesk Fax is now available in the US and EU regions. Bring fax into your digital contact center and empower your agents with a seamless, modern experience.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

September 8, 2025

On Monday, September 8th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

Enhancements:

  • Automated Inbox Routing: We’ve added Inbox Assignment Rules to Admin > Channels > Global Settings, allowing Admins to automate the handling of unassigned inbox conversations. Rules can trigger on time-based conditions, automatically routing conversations into a Studio flow for assignment or closing them. This helps prevent backlog, reduces response times, and improves SLA adherence.

  • Queue-Specific Template Access: Admins can now restrict template usage to specific queues, ensuring Agents only see relevant, pre-approved content. This feature provides centralized control to enforce process compliance and brand standards, while empowering Agents to work more efficiently with reduced handle times and fewer errors, improving the quality and consistency of customer interactions.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

August 18, 2025

On Monday, August 18th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Proactive chat - Fly Out Message: This new feature enhances visitor engagement by displaying a floating chat invitation outside the chat launcher bubble. This highly visible prompt encourages users to start a conversation without opening the launcher first, helping drive more interactions. For more details, please read this documentation.
    •  
      • Introduces a new "Fly out" toggle that allows Admins to easily enable or disable the floating invitation message feature.
      • The Fly Out setting applies across all Quick Start types, including chat messages, quick replies, and buttons.

Note: This feature is supported exclusively on Chat Widget V2 and is not available on Chat Widget V1 versions. For Chat Widget V2 touchpoints where customers have custom code to customize the chat launcher, the Fly-Out message may not display correctly.  Please contact support by submitting a ticket for further assistance.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

July 28, 2025

On Monday, July 28th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Agent-Specific Email Signatures: Admins can now create and manage a unique email signature for each individual Agent, overriding generic touchpoint signatures with more personalized details. This feature provides centralized control to enforce brand standards, while empowering Agents to build stronger customer connections, and improving overall efficiency for email interactions.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

[Preview] July 14, 2025

Important Note: This feature is available in Preview for select customers.

 

On Monday, July 14th, 2025, a preview version of AI Translator will be made available for Talkdesk Digital Engagement™:

New: 

  • AI Translator: Break language barriers and deliver seamless, real-time translations for customer conversations across digital channels. Empower customer service agents to communicate effortlessly with global customers by providing native-quality translations for both inbound and outbound messages. AI Translator ensures accurate, context-aware translations, leading to enhanced customer satisfaction, expedited resolution times, and significant cost efficiencies in providing multilingual support.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

June 30, 2025

On Monday, June 30th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Supervisor “Whisper” to Agents: Supervisors and Agents can now exchange private, real-time messages during ongoing customer conversations, ensuring discreet communication without the customer’s awareness. This feature enables timely coaching, quick assistance, and seamless collaboration, leading to faster resolution times, and improved response quality.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

June 23, 2025

On Monday, June 23rd, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

Enhancement:

  • Configurable capacity for the pull model: We’ve extended Talkdesk’s capacity model to include conversations pulled from the inbox, in addition to those assigned via the Studio push model. Admins can now enable a configuration that counts pulled conversations toward an agent’s capacity, helping ensure a more balanced workload, reduce queue lengths, and improve overall system performance.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

June 12, 2025

On Thursday, June 12th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Agent-Specific WhatsApp Outbound Access Control: Talkdesk now supports granular access control for WhatsApp outbound messaging, enabling Admins to assign specific ring groups to each WhatsApp number. This improvement ensures that only authorized Agents can initiate outbound conversations from a given number, improving personalization, operational clarity, and compliance.

Note: This access control applies only to WhatsApp numbers onboarded via the Tech Provider Program. For legacy numbers, please migrate using the Tech Provider Program.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

June 3, 2025

On Tuesday, June 3rd, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Chat Quickstart: Buttons: Introducing a new template for Chat Quickstart designed to reduce perceived latency and boost user engagement. By displaying a Quickstart message immediately, users are engaged from the first click, while the system works in the background to establish the connection with the autopilot or a live agent.
    •  
      • Admins can now create and customize chat Quickstarts with click-to-edit feature and real-time preview for easier configuration.
      • Quickstart Buttons support Action Types such as ‘Postback’, ‘Open URL’, and ‘Call Number’, enabling users to immediately initiate conversations with Autopilot, place calls directly from the chat widget, or open external webpages.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

May 26, 2025

On Monday, May 26th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Adding digital channels to Service Level Widget: Now, digital channels’ Service Level data is visible in the Service Level widget. The widget shows the percentage of Inbound Contacts that were answered within the SLA Policy Threshold set in the account. The Service Level breakdown can be visualized by channels or can be filtered as needed.
  • Adding digital channels to Average (Avg.) Wait Time Widget: Users are now able to see the digital channels’ AVG (average) Wait Time data in the Avg. Wait Time widget. The widget displays the average amount of time a contact waits before being answered for the first time. The average wait time data is broken down by channels, or it will filter the channels as needed.

Important Note: After the release, the digital data will be counted into the Live Dashboard Calculation automatically. This might cause the metrics to change if the client is using Voice and Digital Channels together and has enabled the SLA policies for digital channels. 

If users would like to keep the metric monitoring the Voice Interactions Only, we recommend filtering the channels as needed. 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

May 19, 2025

On Monday, May 19th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Showing Context and Contact information in Live: Now users can see the Context and Contact information in Talkdesk Live. Users can click the contact monitor in “Live Contacts List” and “Live Unassigned Contacts List” widgets to see the “Snapshot” panel. Information on the Previous Context and Contact Information is available in the aforementioned lists. Users can also jump to contact details by clicking the Contact Pop icon.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

May 12, 2025

On Monday, May 12th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Sound Notification for Contact: Enhance real-time engagement during chat conversations. With this feature, customers receive immediate sound alerts for key events, ensuring they never miss important updates that come via desktop or mobile.
  •  
    •  
      • By default, sound notifications are enabled for incoming system messages, post-chat surveys, autopilot messages, and agent interactions (initial or transferred).
      • Admins can customize or disable sound notifications using the Chat Widget V2 SDK.
      • This feature improves customer engagement and response times, creating a smoother, responsive chat experience across devices and platforms.

Note: Sound notification is only supported in Chat Widget V2.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

April 28, 2025

On Monday, April 28th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Support Multiple Email Touchpoints: Agents can now handle emails sent to multiple touchpoints with full visibility, as the system automatically creates a separate interaction for each touchpoint. This improves collaboration, helps prevent misrouting, and delivers a unified customer experience, all while giving Admins the flexibility to enable or disable the feature as needed.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

April 21, 2025

On Monday, April 21st, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Configurable Wrap-Up Settings for Digital Conversations with Auto Timeout: Wrap-up settings to digital conversations were extended, enabling Administrators to configure the wrap-up phase for both inbound and outbound interactions. New options include the ability to disable the wrap-up phase entirely, set an automatic timeout to conclude wrap-up after a defined duration, and prevent agents from dismissing the wrap-up form. These features improve operational efficiency, reduce manual errors, and provide greater control over post-conversation workflows.

  • Chat Quickstart: To address delays in starting chat conversations, we’ve introduced a new feature that significantly reduces the perceived latency when launching a chat. By displaying a Quickstart message immediately, users are engaged from the first click, while the system works in the background to establish the connection with the autopilot or a live agent.
    • Admins can now create and customize chat Quickstarts using templates that include rich messages and quick replies. The experience includes click-to-edit functionality and real-time preview for seamless configuration.
    • Admins can link a Quickstart to a chat touchpoint, enabling it to appear immediately as the first screen when the chat widget opens. This allows contacts to start interacting right away, without waiting for backend setup to complete.

Enhancement:

  • AI Rewriter for WhatsApp and Apple messages for business: AI Rewriter capabilities were expanded to include conversations on WhatsApp and Apple Messages for Business channels. Agents can now easily refine draft replies using AI suggestions, thus improving on-brand responses across more channels.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

April 9, 2025

On Wednesday, April 9th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • MMS Support in Australia: Talkdesk is expanding its MMS capabilities to enable multimedia messaging in Australia. Australian customers can now send and receive images and other media via SMS, improving communication and engagement. This meets customer demands and aligns Talkdesk’s messaging capabilities with global market needs.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

March 10, 2025

On Monday, March 10th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

Screenshot 2025-03-07 at 17.54.54.png

  • Digital Estimated Waiting Time (EWT) component for Studio flow: The Digital Estimated Waiting Time component enhances user experience by providing real-time waiting time estimates in digital interactions. By leveraging this Studio component, the estimated waiting time is stored in a context variable and communicated via the Automated Message component. Aligning with the voice interaction model, this solution fosters efficiency, reduces frustration, allowing users to manage their time more effectively while waiting for assistance.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

March 3, 2025

On Monday, March 3rd, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

Enhancements:

  • Timeout a conversation to a Studio flow: This feature allows Admins to automatically take action when a conversation remains inactive for a specified period by ending the conversation, sending an automated message, or reassigning it to another agent. Admins can create timeout rules by setting conditions such as when a conversation is assigned to an agent and there’s no activity for a set time. Once the timeout is reached, the conversation can be routed to a selected Studio flow for further handling, ensuring conversations are addressed promptly, improving response efficiency.

  • Desktop Notifications in the Browser for Digital Channels: Agents will now receive real-time desktop notifications for incoming interactions from digital channels, extending the existing Desktop Notification configuration to support both voice and digital channels. 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

February 18, 2025

On Tuesday, February 18th, 2025, we’ll release a new version of Talkdesk Digital Engagement™:

Enhancement:

  • ADA-Compliant Chat Widget:  Designed to provide an inclusive customer support experience for all users, this latest release ensures full compliance with the Americans with Disabilities Act (ADA) standards. This intends to make digital interactions accessible to a broader audience. Businesses can enhance engagement and provide equal access to customer support services. Our chat widget incorporates advanced accessibility features to accommodate users with diverse needs, fostering an inclusive digital environment.
    • Keyboard Navigation & Screen Reader Support: Enables users with mobility or visual impairments to navigate and interact seamlessly.
    • Customizable Interface: High-contrast themes, adjustable fonts, and other accessibility features that adapt to diverse user needs.

Note: Chat Widget V2 is fully compliant with the ADA, ensuring accessibility for all users. Please keep in mind that Chat Widget V1 does not meet these compliance standards.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 22, 2025

On Wednesday, January 22nd, 2025, we’ll release a new version of Talkdesk Digital Engagement™:

Enhancement:

  • Transfer to Flow for Digital Conversations: This capability simplifies conversation management and boosts contact center efficiency by allowing agents and supervisors to transfer digital conversations back into the flow system. 
    •  
      • With this feature, orchestration and routing tools can be leveraged to create a customized transfer experience, and enhances flexibility in routing contacts. The feature uses rules based on time, data dips, chat topics, or email subject keywords. For more information, please check our Transfer to Flow documentation.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

January 20, 2025

On Monday, January 20th, 2025, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

New:

  • Preview PDF Attachments: Agents can now preview PDF attachments in digital channels, to quickly assess content without the need for downloading. This streamlined workflow enables faster, more efficient responses.
  • Chat Transcript Deletion API: This new API enables customers to programmatically manage the deletion of chat transcripts. This functionality offers greater control over sensitive data management, ensuring compliance with data retention policies while eliminating the need for manual support ticket submissions.
    •  
      • Automated Transcript Deletion: Customers can now use an API to delete chat transcripts programmatically.
      • Default 24 hours Retention
        • A minimum retention period of 24 hours is enforced for all chat transcripts.
        • Transcripts can only be deleted if the retention period has exceeded 24 hours after the interaction was created and marked as "closed."
      • Interaction Closure Requirement
        • Only interactions marked as "closed" are eligible for deletion.
        • Open interactions will remain in the system until they are closed, even if the retention period has elapsed.

Enhancement:

  • Present Real URL Behind Hyperlinks in the Email Channel: Agents can now hover over email hyperlinks to reveal the respective URL, providing an added layer of security. By helping agents quickly identify potential phishing attempts, this enhancement boosts trust, while also safeguarding sensitive information.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 13, 2025

On Monday, January 13th, 2025, we’ll release a new version of Talkdesk Digital Engagement™:

New:

  • Conversation Start:

Customers often face a lack of proactive engagement in chat experiences. Current setups require contacts to initiate conversations by inputting something, frequently encountering blank interfaces. This gap may leave users uncertain about how to interact with Autopilot or agents effectively, creating friction in the engagement process.

The new "Conversation start" control in Chat Widget V2 is designed to eliminate reactive engagement, replacing it with a proactive, frictionless experience. This enhances user engagement by enabling conversations to start instantly without requiring any input from the user.

For example, when "Chat Immediately" is enabled and the initial form is disabled:

  •  

    • Chat conversations begin automatically when the contact person clicks the chat launcher icon.

    • The conversation is routed seamlessly based on the configured Studio Flow, either to Autopilot or a live agent, ensuring immediate assistance.

This improves the overall customer journey and ensures alignment with modern conversational expectations.

Note: "Conversation start’"only applies to Chat Widget V2. This configure replaces the previous "Route conversation immediately after the user clicks this button" checkbox. Existing chat touchpoints are automatically updated to the new configuration, ensuring uninterrupted workflows and consistent functionality.:

  • Preview images

Screenshot 2025-01-13 at 09.46.41.png

Agents can now view image attachments directly in thumbnails or preview windows without downloading, increasing response speed, improving decision-making, and elevating overall agent efficiency.

Enhancement:

  • Show Conversation Status and Limit Transfers in Talkdesk Live: Supervisors gain visibility into a conversation’s current status and can only transfer when appropriate, preventing disruptions and ensuring a smoother, more predictable customer experience.

Note: The new “Status” column of the Live Unassigned Contacts widget is hidden by default, if the widget has already been added to the Live dashboard. It will be shown automatically when the widget is removed and added again.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 1, 2025

On Wednesday, January 1st, 2025, we’ll release a new version of Talkdesk Digital Engagement™:

New:

  • Enhanced WhatsApp Onboarding with Tech Provider Program: As of January 1st, 2025, we will be launching a new and improved WhatsApp onboarding process under the Tech Provider Program. This update streamlines the setup and management of WhatsApp for enhanced flexibility and efficiency. 

Key Advantages:

  • Self-Managed Number/Sender Registration: Admins now have full control over number registration directly within the Talkdesk Channels app. This self-service capability makes the onboarding process quicker and more seamless.
  • Support for WhatsApp Outbound Templates: With outbound template support, agents can send messages beyond the standard 24-hour response window, expanding communication capabilities for follow-ups, promotions, and more.
  • Multi-Manager ID Capability: Admins can now link numbers associated with multiple Meta Manager IDs to a single Talkdesk instance. This enhancement provides greater flexibility for businesses managing multiple accounts or regions.

This new onboarding process will become the standard for all new WhatsApp integrations starting January 1, 2025. Existing configurations will remain unaffected but can transition to the new process to take advantage of these features.

For more details or assistance, please contact your Talkdesk representative in order to submit a transition request, or submit a Support ticket.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

December 9, 2024

On Monday, December 9th, 2024, we’ll release a new version of Talkdesk Digital Engagement™, with the following new feature and enhancement:

New:

  • Send and receive .zip file attachments: Agents can now easily send and receive attachments in .zip format in both Email and Digital Connect channels, streamlining workflows and enhancing customer experiences.

Enhancement:

  • Modernize Chat Widget - Responsive UI: The responsive UI enhancement is imperative to enhance customer satisfaction, while also improving brand perception.
    • Animations & Transitions: Improved transition animations when hovering the chat launcher, opening the chat widget and navigating between screens, enhancing overall usability.
    • Enhanced Loading Effects:Consistent loading indicators are now implemented across key interactions, for a smoother experience starting conversations, submitting forms, handling slow networks, and transitioning to chat surveys.
    • Unread Message:The chat widget now remains on the last unread message, preventing automatic scrolling. Auto-scrolling is disabled for typing indicators and new messages, with a red dot notification indicating unread messages when scrolled up.
    • Message Combine and Role Differentiation:Messages sent within 1 minute are now combined and clearly distinguished by role (system, autopilot, or agent), improving conversation clarity and context.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

November 25, 2024

On Monday, November 25th, 2023, we’ll release a new version of Talkdesk Digital Engagement™:

 

New:

  • WhatsApp Outbound Template: The new WhatsApp Outbound Template Messaging capability allows agents to send proactive, manual outbound messages directly to customers using pre-approved WhatsApp templates. This includes messages sent outside the 24-hour response window.

Examples:

  • Proactively sending appointment reminders or confirmations.
  • Following up on inquiries or service requests.
  • Delivering critical updates like order or delivery notifications.

Important Note: This feature is currently in Early Access and may not be available to all customers. Customers will need to register new sender numbers to use this capability. Migration of existing numbers is underway, with updates to the migration process being rolled out.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

November 11, 2024

On Monday, Nov 11th, 2024, we’ll release a new version of Talkdesk Digital Engagement™:

 Enhancement:

  • Email Service Upgrade: To complete this upgrade, all active email touchpoints must be re-authenticated. This simple step will ensure uninterrupted service.
    • Actions required: All active email touchpoints must be re-authenticated by November 30th, 2024.

 

  • Configurable capacity for assigning agents to message components: We enable configurable capacity for assigning agents to message components, allowing supervisors to set different capacities for agents across various ring groups or for handling different channels. This flexibility improves efficiency and makes it easier to manage diverse agent workloads.
     

New:

  • Edit email subject line: Agents can now edit email subjects when replying, ensuring privacy compliance, removing sensitive info, and improving clarity in customer communications.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

October 28, 2024

On Monday, October 28th, 2024, we’ll release a new version of Talkdesk Digital Engagement™:

Enhancement:

  • Click-to-Call in Email Channel: It enables your email recipients to initiate a call directly from the email signature or email body with a single click, streamlining communication and boosting customer engagement efficiency.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

October 23, 2024

On Wednesday, October 23rd, 2024, we’ll release a new version of Talkdesk Digital Engagement™:

 

Enhancement:

The configuration guidelines for chat touchpoint domains have been updated to enhance the deployment across subdomains. The update ensures greater flexibility and compatibility across multiple domain configurations.

Key Updates:

  • Deployment Options:
    • Deploy to Subdomains:
      • Wildcard touchpoint domain *.talkdesk.com for subdomains ending with talkdesk.com is supported, including:
        • http://abc.talkdesk.com
        • https://def.talkdesk.com
    • Deploy to a Domain and its Subdirectories:
      • Touchpoint domains such as www.talkdesk.com can now be deployed to various URL formats, including:
        • http://www.talkdesk.com
        • https://www.talkdesk.com
        • http://talkdesk.com
        • https://talkdesk.com
        • Subdirectories, e.g., https://www.talkdesk.com/abc
    • Deploy to One Page:
      • Specific touchpoint domain https://www.talkdesk.com/abc deployed to a single page is supported, including:
        • https://www.talkdesk.com/abc

Note: Refer to our Knowledge Base documentation on chat touchpoint domain for more details.

 

Fix:

  • Conversations transferred by a Supervisor through the live unassigned list widget now correctly occupy agent capacity. This aligns the transfer functionality across Agent Workspace and live reporting supervisor actions, providing a consistent experience. 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

September 18, 2024

On Wednesday, September 18th, 2024, we’ll release a new version of Talkdesk Digital Engagement™:

 

Enhancement:

Drag-and-move chat launcher: This feature enhances the user experience, to give contacts flexibility and control, ensuring that the chat icon does not obstruct website content.

  • Contacts can easily reposition the chat launcher by dragging it across the screen, making sure it doesn’t interfere with website information or navigation.
  • The drag-and-move functionality is available on both mobile and desktop.

 

Note: This feature is only available for the Chat Widget V2. Please refer to Chat Widget v2 documentation for more information. 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

September 11, 2024

On Wednesday, September 11th, 2024, we’ll release a new version of Talkdesk Digital Engagement™:

 

Enhancement:

This Chat Widget UI update aims to provide a more customer-friendly experience, improving its visual appeal and usability, with a visually appealing and user-friendly chat experience. The upgraded chat widget aligns with contemporary aesthetic standards, aiming to enhance the perceived credibility and relevance of the brand.

  • Chat Widget UI: The chat widget improves rounded corners, dynamic color options, enhanced shadow effects, and updates typography to align with a contemporary design aesthetic.
  • Component Modernization: The initial form, including fields, buttons, and digital components such as carousels, quick replies, and buttons, have been revamped to reflect a modernized UI style.
  • Post-Chat Survey: The post-chat survey UI has been upgraded to match the newly modernized design, ensuring a consistent user experience.

Note: The UI upgrades only apply to Chat Widget v2. 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

August 28, 2024

On Wednesday, August 28th, 2024, we’ll release a new version of Talkdesk Digital Engagement™:
 

 

Enhancement:

The Chat Widget v2 now fully supports Arabic language and Right-to-Left (RTL) layout, ensuring an intuitive and localized user experience. By simply setting the appropriate language code, such as ar-EG for Egyptian Arabic, the chat widget automatically adjusts to the RTL layout. 

  • The default layout direction of the chat widget is Left-to-Right (LTR). There is no need to manually set this value for LTR languages, as it is automatically configured based on the language code provided.
  • For languages that require a Right-to-Left (RTL) layout, such as Arabic, the layout direction is also set automatically. When a language code corresponding to an RTL language is specified (e.g., ar-SA or ar-EG), the chat widget will adjust its layout direction accordingly.

Note: The Arabic language and RTL layout are only supported by Chat Widget v2. For more information, refer to this article for Chat Widget SDK v2

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

August 12, 2024

On Monday, August 12th, 2024, we’ll release a new version of Talkdesk Digital Engagement™:

 

Enhancement:

  • Alpha Sender ID for Send SMS component

Enhance your communication strategy with Alpha Sender ID, a cutting-edge feature that boosts SMS marketing and customer outreach efforts. Alpha Sender ID replaces standard numeric sender information with a customized alphanumeric identifier, ensuring that your brand name will appear prominently on your customers' devices.

 

Note: This capability is available on the Studio Send SMS component. Please reach out to your Talkdesk representative to submit an Alpha Sender ID request.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

July 31, 2024

On Wednesday, July 31st, 2024, we’ll release the Chat Widget SDK document for Talkdesk Digital Engagement™:

 

New:

  • Chat Widget SDK V1 and V2 document
    The new Chat Widget JavaScript SDK V1 and V2 documents are updates designed to enhance your experience and provide practical examples, so you can get the most out of the Chat Widget SDK. They will include:
    •  
      • Chat Widget Methods: Detailed documentation on available JavaScript methods for enhanced functionality.
      • Chat Widget Events: Information on events that will help you manage chat interactions.
        Content Security Policy (CSP): Guidelines to ensure your chat widget implementation adheres to security standards.
      • Chat Widget Scenario Best Practices Use Cases: Examples of best practices and use cases to optimize chat widget deployment.

Note: Effective July 19th, 2024, Chat Widget V1 will no longer be available for creation and will enter maintenance mode. New features will be exclusively built for Chat Widget V2. Please refer to Migrating from Chat Widget v1 to v2 for the migration.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

July 22, 2024

On Monday, July 22nd, 2024, we’ll release a new version of Talkdesk Digital Engagement™:

 

New:

  • AI Rewriter: Increase agent efficiency by automatically identifying customer mood and query nature, offering tailored suggestions for crafting responses with appropriate tones using generative AI. Allow agents to rewrite responses in varied tones and expand brief answers or bullet points to ensure comprehensive communication.

Note: Customers with a Copilot subscription (Standard or Premium) and using digital channels will automatically have access to AI Rewriter for these channels.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

July 17, 2024

On Wednesday, July 17th, 2024, we’ll gradually roll out enhancements for Talkdesk Digital Engagement™:

 

Enhancements: 

  • Chat Widget V2 & Customize Chat Widget 
    • Starting July 19th, 2024, when you create a chat touchpoint, the system will automatically generate Chat Widget V2. This updated chat widget version allows you to customize various aspects of the chat widget directly from the admin page, for greater flexibility and alignment with your brand preferences.
      •  
        • Admins can customize the chat widget's style, including the brand color, logo, title, chat launcher icon, and its color.
        • Please refer to this section for details.

Notes: 

  • Effective July 19th, 2024, Chat Widget V1 will no longer be available for creation and will enter maintenance mode. New features will be exclusively built for Chat Widget V2.
  • Admins will need to configure the CSP rule for Chat Widget V2. 



 

  • Display agent’s name and customize Autopilot’s name and avatar
    • Admins can now enhance the contact experience by enabling or disabling the display of agent names in the chat widget. This feature allows customization of how agent names appear (full name, first name, last name, or a uniform name for all agents). Additionally, distinct icons will differentiate messages from live agents, autopilots, and automated responses, ensuring contacts can easily identify who they are interacting with. 
      •  
        • The chat widget displays the agent's name, indicating who will handle the chat when a request is escalated to an agent. The agent's name also appears under each of their messages. 
        • Admins can customize the autopilot's name and avatar to align with brands’ needs. 

Note: The feature is only available for Chat Widget V2. 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

May 30, 2024

On Thursday, May 30th, 2024, we’ll start a progressive rollout of an enhancement for Talkdesk Digital Engagement™:

 

Enhancement: 

  • Chat EU instance
    • From May 30th, 2024, when you create a chat touchpoint, the system will generate a dedicated regional chat instance specific to your deployment region. This upgrade ensures optimized communication functionality by establishing localized data centers worldwide. E.g., creating a chat touchpoint in the E.U. region will automatically spawn a dedicated chat regional instance within that region.
    • Please refer to this section for details and/or use this article to find instructions on how to migrate EU Chat Touchpoints.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

May 27, 2024

On Monday, May 27th, 2024, we’ll start a progressive rollout of a new feature and enhancement for Talkdesk Digital Engagement™:

 

New: 

  • First Response Time Metric for Digital Conversations with Configurable SLAs
    Now,  administrators can establish time thresholds for initial agent responses, ensuring timely customer engagement. Agents gain visibility into their remaining time to meet SLA requirements, fostering efficiency and working toward customer expectations.

 

Enhancement: 

  • Chat, Social Messaging, Digital Connect and Fax within Activities and Contacts Apps

    • Agents can view all previous conversations through the Activities App or the Activities tab in the Contacts App, regardless of the channel, thus benefiting productivity and contextualized interactions.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

May 13, 2024

On Monday, May 13th, 2024, we’ll start a progressive rollout of an enhancement for Talkdesk Digital Engagement™:

 

Enhancement: 

  • Associating, Creating, or Merging contacts from Chats

Now, agents can manually add contacts during chats, as well as identify potential duplicates. The contact information can also be merged and can be associated with existing contacts. Specifically:

  •  
    • Agents can associate a chat conversation with an existing one.
    • The system automatically detects duplicate contacts by email or phone number, so agents can create contacts avoiding duplicates and associate the chat conversation with newly created contacts.
    • When a duplicate contact is detected during contact creation, agents can merge the new information with the existing record to associate the chat conversation.

For more information on this enhancement, please read this Knowledge Base section.

Note: The System auto detects duplicates in email or phone number contacts.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

April 29, 2024

On Monday, April 29th, 2024, we’ll release a new version of Talkdesk Digital Engagement™:

 

Enhancements: 

  • Queues and Handling Queues on Default Digital Reports and Dashboards: Queue fields, such as "Queues", "Handling Queues," and "Breakdown by Queues" filters, now enable you to view queue-related metrics within the default Digital Contacts report and default dashboard. This includes the Digital Engagement, Email, Chat, and SMS dashboard, promoting comprehensive insights, optimized decision-making, and operational efficiency.
  • “First Response Time” on Explore API: The new First Response Time metric is now available via Explore Reporting. Additional details can be found here.
  • Preview for WhatsApp Conversations: Agents can now preview WhatsApp conversations in the inbox. To know more, please read the following section.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

April 23, 2024

On Thursday, April 23d, 2024, we will launch Digital Connect for Talkdesk Digital Engagement. 

 

Talkdesk Digital Connect

An innovative API solution, Digital Connect aims to enhance customer service experience while maintaining your brand's unique customer interface. 

 

What’s included

This release includes the following main features:

  • Agent Experience: Streamlined operations for customer service agents.
  • Unified Reporting: Consolidated reporting tools for better insight.
  • Configurable Routing: Flexible routing options for managing customer interactions.
  • Ease of Installation: After purchasing access to Digital Connect, customers can easily install it through the Atlas Apps Marketplace.
  • Rich Text Formatting: Enhanced messaging experience with rich text options.

 

How to Access

Digital Connect is available for customers who own, at least, the Talkdesk Contact Center Elevate Edition.

If you wish to start using Digital Connect, please reach out to your Talkdesk representative.

For more information, please check our Digital Connect documentation.

 

April 22, 2024

On Monday, April 22nd, 2024, we’ll start a progressive rollout of an enhancement for Talkdesk Digital Engagement™:

 

Enhancement: 

  • Sending SMS using an unverified Toll-Free or unregistered US A2P number

When agents attempt to send SMS using an unverified Toll-Free Number (TFN) or an unregistered US A2P Number.

  •  
    •  
      • Agents will receive a notification in the Conversations App with the following information:  “Failed to send message”.
      • Admins will receive an email notification, detailing the necessary follow-up actions to verify the TFN or register A2P numbers, along with an internal notification in Talkdesk.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

April 15, 2024

On Monday, April 15th, 2024, we’ll start a progressive rollout of a new feature for Talkdesk Digital Engagement™:

 

New:

  • Add the “First Response Time” metric to Digital Conversations

The First Response performance indicator can be added to your reports to easily identify bottlenecks and optimize support processes. 

  • Track and analyze how quickly your agents address customer inquiries.
  • Enhance efficiency and improve the overall customer experience. 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

February 26, 2024

On Monday, February 26th, 2024, we’ll start a progressive rollout of a new feature and enhancement for Talkdesk Digital Engagement™:

 

New:

  • Chat Transcript Download: The chat transcript download feature allows users to view or archive important conversations’ history by downloading chat transcripts directly from the chat widget.
  •  
    •  
      • Admin can enable or disable the option that allows contacts to download the chat transcript. This option will be available in the More Options (three dots) menu.
      • Once “Download transcript’’ is enabled, contacts can locate the "Download transcript" option in the chat widget’s menu on the chat widget and click to download the chat transcript in plain text format. The downloaded file will be accessible from the browser's download list. 

Enhancement:

  • Enhance Visual & Sound Notifications for Digital Conversations: Conversations will now feature enhanced visual and sound notifications. New incoming conversations trigger a red badge on the Conversations app icon, whether auto-assigned by routing, manually assigned by a Supervisor through Live, or transferred by another agent. New sound alerts will also now be triggered independently of the sound output device.

 

February 19, 2024

On Monday, February 19th, 2024, we’ll start a progressive rollout of new features for Talkdesk Digital Engagement™:

 

New:

  • Conversations Typing Indicator for Agent and Autopilot

Chat and Autopilot conversations now feature a new Typing Indicator capability. This feature provides visual notifications, indicating active addressing of the conversation. When enabled: 

  •  
    •  
      • Agents receive real-time notifications when a contact is typing. 
      • Customers are informed with a visual notification when agents are typing, assuring that their queries are being addressed.
      • Customers receive an animation when the virtual agent is composing a response.    

Admins can turn this feature on or off according to their preferences.

 

  • Agent Transfer for WhatsApp conversations

Agents can now transfer WhatsApp conversations to any queue or another agent.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 22, 2024

On Monday, January 22nd, 2024, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

 

Enhancements:

 

  • Add Feedback surveys to chat interactions: Now, Admins can deploy surveys to chat touchpoints, gaining insights on customer satisfaction and service quality. Connect a published chat survey to a chat touchpoint or create a new one, allowing contacts to submit feedback through a user-friendly form. The streamlined process ensures that Contacts receive the chat survey when an Agent or a Contact ends the chat conversation. 

  • Add Digital Connect and Fax data to your Messaging traffic report: Enrich your messaging traffic report by adding Digital Connect and Fax data. Gain insights into interaction flows, including metrics (e.g. number of faxes sent or received), and use those insights to enhance your customer service support. 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 15, 2024

On Monday, January 15th, 2024, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

 

Enhancements:

  • Supervisor Transfer Actions on WhatsApp Conversations in Talkdesk Live: Supervisors can now reassign WhatsApp conversations through Talkdesk Live, ensuring customer queries are addressed promptly.
  • Digital Connect AppConnect Installation: The Digital Connect app now can be installed through the AppConnect Marketplace. By allowing Digital Connect to be managed by a dedicated app, customers can improve the organization of internal teams and allocate specific agents to Digital Connect.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

January 8, 2024

On Monday, January 8th, 2024, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

 

Enhancement:

  • Supervisor actions on Social Messaging and Digital Connect conversations in Talkdesk Live: Supervisors can now close, assign, or reassign Digital Connect conversations in real time through Talkdesk Live, ensuring customer queries are addressed on time. Supervisors can also use Talkdesk Live to close unassigned Facebook Messenger and WhatsApp conversations, ensuring agent capacity isn’t incorrectly allocated.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 


December 4, 2023

On Monday, December 4th, 2023, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

 

New:

image1.png

  • Automatic Conversation Reopening: Boost agent productivity by enabling the automatic reopening of conversations from the same person in the same channel, within a set timeframe, while preserving the entire conversation history without the need to keep it open until the conversation is finalized.
  • Revert Conversation Reopening: Empower agents with the flexibility to revert the automatic reopening of conversations when needed, effortlessly creating a new conversation for precise organization and streamlined communication.

  • Idle Conversation Timeouts: You can now set automated timeout rules to trigger actions that send the conversation to the inbox in response to inactivity. This proactive measure significantly enhances response times and ensures efficient handling of conversations.

  • Assigning and Closing Conversations from Talkdesk Live: Empower supervisors to assign or close unassigned email, chat, and SMS conversations in real time through Talkdesk Live, enhancing agent productivity and customer satisfaction. Note: “End chat” only works for unassigned digital interactions under “Live Unassigned Contact List“ widget. This is not available for “Live Contact List” widget.

 

Enhancement:

  • Snapshot and Wrap-Up for Facebook Messenger Conversations: Enhance customer interactions on Facebook Messenger by empowering agents with contextual information, along with the ability to add notes and dispositions.


For new capabilities available on Conversations, please check the Conversations Release Notes section.
 

 

December 1, 2023

On Friday, December 1st, 2023, we’ll release a new version of Talkdesk Digital Engagement™:

New:

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

November 20, 2023

On Monday, November 20th, 2023, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

 

Enhancement:

  • Add Variables to Templates: Gain flexibility and control over personalization by adding variables to templates. Deliver customized messages that promote customer engagement, while also saving time and ensuring consistency.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

November 13, 2023

On Monday, November 13th, 2023, we’ll release a new version of Talkdesk Digital Engagement™:

 

New:

  • Simulated Email API for Web Form and Email Integration: Effortlessly streamline email creation through the Simulated Email API by integrating your existing web forms, ensuring a seamless process without disrupting your current setup. The details can be found here.


For new capabilities available on Conversations, please check the Conversations Release Notes section.
 

 

October 23, 2023

On Monday, October 23rd, 2023, we’ll release a new version of Talkdesk Digital Engagement™:

 

Enhancements:

  • New context variables for the incoming message initial step:
    With our enhanced Context Variables, admins can now tailor Studio flows and use these enriched variables to optimize conversation workflows and automation. By making these variables available in the Conversations app, agents are equipped with essential details for more effective customer engagement. Additionally, these variables can easily be integrated with external platforms, such as Salesforce or Email Notifier, to promote comprehensive, informed decisions.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

October 16, 2023

On Monday, October 16th, 2023, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

 

New:

  • Digital Conversation Transcript per Message in Automations:
    Enhance digital conversation history with Integration Automation. Admins can now send conversation details directly to any Talkdesk-integrated system, message by message, making it simpler to view full conversations within external platforms, like CRMs. This eliminates the need for URL-based access and Talkdesk permissions. The outcome is a centralized communication experience that amplifies collaboration and optimizes decision-making.

     

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

September 11, 2023

On Monday, September 11th, 2023, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

 

Enhancements:

DE RNs.png

  • Suppress deactivated Agents from Dedicated Agent’s list in SMS channel: When an Admin selects the ‘Dedicated agent' routing type for an SMS touchpoint, the dropdown for choosing the agent to handle that touchpoint’s SMS conversations only displays active agents. This way, only active agents are visible for assignment.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

September 4, 2023

On Monday, Sep. 4th, 2023, we’ll start a progressive rollout of a new version of Talkdesk Digital Engagement™:

 

Enhancements:


RN digital eng 1.png
 

  • Format validation for email and phone number fields on the Chat Widget:
    To unify the chat contact creation process, you can enable the email and phone number fields’ format validation on the chat widget's pre-chat form screen. This way, we are maintaining data integrity, enhancing security, and improving user experience by providing real-time feedback on input errors.
     


By default, the format validation is disabled. To enable it, locate the enableValidation parameter in your widget’s code and set it to true:

Notes: For widgets integrated before August 28th, you will need to add the parameter in the above-mentioned code line.

 

  • Support hyperlinks in the chat widget’s appearance:
    When a URL appears on the chat widget, such as www.example.com, it’ll be a clickable link, providing direct access to web pages. This enhances the interactive nature of the chat widget and allows users to explore external content efficiently.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

September 1, 2023

On Friday, September 1st, 2023, we’ll start a rollout of a new version of

Talkdesk Digital Engagement™:

 

Enhancements:

Talkdesk will begin charging for Digital Connect usage at standard rates for all Digital Connect conversations. 

Usage will be charged for Digital Connect conversations occurring from September 1st, 2023 onward, and customers will not be billed for any historical Digital Connect usage via Digital Engagement occurring before this date.

You can find the detailed rate cards in “Admin → Usage”.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

August 28, 2023

On Monday, August 28th, 2023, we’ll start a progressive rollout of a new version of

Talkdesk Digital Engagement™:



 

Enhancements:

  • Inline image for Email outbound: Increase response efficiency and elevate brand reputation by adding eye-catching visual elements to outbound emails, auto-replies, and templates. Administrators can create engaging communications, enhancing customer experience. 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

August 21, 2023

On Monday, August 21st, 2023, we’ll start a progressive rollout of a new version of

Talkdesk Digital Engagement™:

 

Enhancements:

  • New file types allowed for email channel: The allowed file type list has two new file types: .rtf and .heic. Now, agents using email channel can exchange more files.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

August 14, 2023

On Monday, August 14th, 2023, we’ll start a progressive rollout of a new version of

Talkdesk Digital Engagement™:

 

New:

  • Digital Conversation Transcript in Automations: Enhance collaboration, efficiency, and decision-making capabilities by accessing digital conversations' history within customers' existing systems, such as CRMs.
  • "Contact Handle Time"& “Interaction Handle Time” on Explore API:
    The new Average Handling Time (AHT) metrics are now available via Explore Reporting. The details can be found here.

 

  • Support rich text format for Digital Connect: Now you can confidently showcase font styles, sizes, colors, bold text, italics, underlines, when read by different third-party systems.

 

Enhancements:

  • UX improved for the Capacity model: This revamp also brings examples for the configuration to help admins when configuring the weights for each of the conversations.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

August 7, 2023

On Monday, Aug 7th, 2023, we’ll start a progressive rollout of a new version of

Talkdesk Digital Engagement™:

This release includes the following features and enhancements for Digital Engagement:

 

New:

Email & Digital Connect Subject in Reporting

This new feature brings a new dimension to the existing Messaging Contacts dataset in Explore: “Subject” that allows Supervisors to identify patterns and trends in the data and make more informed decisions.

Average Handle Time (AHT) in Reporting

 

AHT provides a more accurate measurement of how much time agents spend on each conversation, allowing supervisors to get detailed insights into the duration of each conversation. This enhancement aims to improve the overall efficiency and productivity of digital conversations, adding 2  new dimensions to the existing Messaging Contacts dataset in Explore: “Interaction Handle Time” and “Contact Handle Time”. 

 

Enhancements: 

Digital Connect Subject in Admin Settings

Easily enable or disable “Digital Connect” conversations to have a subject in the “Digital Connect Admin” settings at touchpoint level. This enhancement provides a better experience to agents and customers when leveraging email and 3rd-party digital channels. 

 

Clickable URL Hyperlinks



 

Clickable URL hyperlinks are now available for all channels. This means that URLs in messages will appear as clickable hyperlinks in “Conversation” and on the “Conversation History” app. Agents can now click on these hyperlinks to jump directly to the associated URL page.



 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

July 10, 2023

On Monday, July 10th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

Improved email outbound flow

To ensure your communication remains timely in a fast-paced environment, we have made significant improvements to our email process. These enhancements expedite the delivery of outbound emails and minimize delays experienced in the “Sent” flow.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

July 3, 2023

On Monday, July 3rd, 2023, we will release a new version of Talkdesk Digital Engagement™.

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

Default country code for outbound SMS 

When starting a new SMS outbound conversation, the SMS dial pad will assume the value of the existing “Default prefix” setting in “Admin” > “Preferences” > “General Settings”.



For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

June 26, 2023

On Monday, June 26th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancements for Digital Engagement:

 

Enhancements: 

Chat widget:  Hide attachments button

Admins can now hide the attachments button of the chat widget to restrict contact persons from sending attachments.

To achieve this, locate the enableAttachments function in your widget’s code and set it to false:

Note: For widgets integrated before June 19th, and if you would like to hide this option from the chat widget, you will need to access your website’s code and add the function and its status to the above line.

 

Chat widget: Connection lost error message

From now on, every time the chat widget loses connection, the contact person will be notified that the connection was lost and will be prompted to refresh the page to re-establish the connection.

Note: The chat widget has an auto-reconnect mechanism in place. This error message is only shown when reconnection attempts are not successful.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

June 12, 2023

On Monday, June 12th, 2023, we will release a new version of Talkdesk Digital Engagement™.

This release includes the following enhancements for Digital Engagement:

 

Enhancement: 

Digital Connect in Contact Activities

Digital connect conversations are activated within the Activities app, allowing users to conveniently monitor and keep a record of conversation details and transcripts directly from the app.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

June 5, 2023

On Monday, Jun 5th, 2023, we will begin a progressive rollout of a new version of Talkdesk Digital Engagement™.

This release includes the following enhancements for Digital Engagement:

 

Enhancements: 

Attachments for Facebook Messenger

As multimedia messaging becomes more prevalent, customers want the ability to share pictures, videos, voice recordings, documents, and much more.

Now, Digital Engagement allows agents and contact persons to share attachments in a Facebook Messenger conversation, which is one of the major requests we receive.

 

Digital Connect in EU and Canada Regions
 

Digital Connect is now available in the European and Canadian Regional Cloud, along with SMS, Chat, Email, Facebook, and WhatsApp. All these channels are now available in the US, Canada, and Europe.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

May 22, 2023

On Monday, May 22nd, 2023, we will begin a progressive rollout of a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancements for Digital Engagement:

 

Enhancements: 

Studio Channel Configuration Link

Streamline managing touchpoints’ process by conveniently accessing and managing all available channels from a single location. We have replaced the previous dropdown menu in  Talkdesk Studio’s configuration page with a link that directs users to the channel's configuration page, for a smoother and more intuitive user experience. 

 

Inbox App: Preview Conversation for Email, Chat, and SMS

Empower agents with a conversation snippet for greater context before assigning it, reducing erroneous assignments, improving agent productivity and customer experience.

 

SMS number provisioning on Channels App

Streamline SMS numbers management by giving admins self-service capabilities to quickly and efficiently provision the SMS channel. 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

May 15, 2023

On Monday, May 15th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancements for Digital Engagement:

 

Enhancements: 

  • Attachments support for the WhatsApp channel

Agents can now send and receive images, videos, voice recordings, documents, and other functionalities. Deliver efficient customer service in line with the high demand for multimedia messaging, by adding rich additional context to WhatsApp conversations.

 

  • Attachments support for Digital Connect

Expand Digital Connect conversation formats to meet modern customer needs, enabling agents to send and receive multimedia content to and from the customer’s third-party application and enhance the customer experience.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

April 24, 2023

On Monday, April 24th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Trigger a Studio Flow by clicking on the “Start new chat” buttonTriggering a Talkdesk Studio Flow when the contact person clicks on the “Start new chat” button enables agents to start providing service without the need for the customer to begin writing on the chat conversation. This way, agents can quickly engage with customers and provide faster customer service.

Note: This feature will be progressively rolled out between April, 24th and April, 26th. As a result, not all accounts will have immediate access to them.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

April 10, 2023

On Monday, April 10th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancements for Digital Engagement:

 

Enhancements: 

  • Templates for Digital Connect

    With Templates, agents will be able to provide a more consistent experience to customers across all touchpoints, including Digital Connect, while allowing them to respond quickly to customer inquiries. Admins can define a set of pre-configured answers related to specific topics that will be stored in Talkdesk Knowledge Management. Agents can use these templates to generate quick and consistent responses to customers.

  • Configurable Capacity for Digital ConnectYou can now define the weight of Digital Connect’s interactions to maximize an agent’s capacity to handle multiple conversations.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

March 27, 2023

On Monday, March 27th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Snapshot and Wrap-Up for WhatsApp channelWith the Snapshot area for the WhatsApp channel, agents can efficiently Wrap-up conversations by entering notes and dispositions, and consult contact and context information to provide a more personalized experience. The Snapshot area for the WhatsApp channel also facilitates communication and collaboration among team members and improves data collection and analysis for supervisors.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

March 13, 2023

On Monday, March 13th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Signatures for Email channel

Admins managing different touchpoints need to be able to differentiate their touchpoints visually for customers. Likewise, agents handling multiple conversations from different touchpoints need to be able to efficiently share contact information with customers.

Email Signature enables admins to set up and automate different signature lines for each touchpoint, to interact with customers. This way, agents’ signatures will automatically be added to the email, thus sharing branded assets containing essential contact information with customers.
 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

 

March 6, 2023

On Monday, March 6th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancements for Digital Engagement:

 

Enhancements: 

  • Resume the conversation during the wrap-up phase

Keep conversations connected by alerting agents about a new incoming message from the same contact person during the wrap-up phase. This enhancement allows agents to efficiently reply to new messages, ensuring a seamless conversation flow and a satisfactory customer experience.

 

  • Chat Conversations closed by 3rd party

Admins need to be able to give contact persons the possibility to close the conversation on their side and start a new one with a different agent if needed.

Chat Conversations closed by a 3rd party enable admins to provide the contact person with the option of closing the conversation and starting a new one, reducing the contact person's frustration and improving customer satisfaction.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

March 1, 2023

On Wednesday, March 1st, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancements for Digital Engagement:

 

Enhancements: 

  • Billing SMS & MMS Usage

Beginning on March 1st, Talkdesk will begin charging for SMS usage at standard rates for all inbound and outbound SMS traffic. 

  •  
    • Usage will be charged for SMS traffic occurring from March 1st, 2023 onward, and customers will not be billed for any historical SMS usage via Digital Engagement occurring before this date.
    • You can find the detailed rate cards in “Admin” > “Billing” > “Usage Pricing” > “Service”: “Message”.

 

  • Visual Notifications for Incoming Messages on the Inbox tab

Inbox_incoming_messages.png

Agents handling a high volume of customer conversations need to be aware when a new message has been transferred directly to them or sent back to their Inbox. 

Incoming message notifications for conversations that were transferred and/or sent back to Inbox show a visual notification when a new message was transferred or sent back to the Inbox. This allows agents to react faster and reduce digital wait times.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

February 20, 2023

On Monday, February 20th, 2023, we will release a new version of Talkdesk Digital Engagement™.

This release includes the following enhancements for Digital Engagement:

 

Enhancements: 

 

  • Priority level on the Inbox app

image3.pngPriority level on the “Inbox” app enables agents to effectively manage their inbox by first addressing the most urgent conversations, improving agent productivity and customer satisfaction. 

This priority will take into account the value that is defined in the “Assign agents to message” component in Talkdesk Studio™. To customize the icons, Admins can go to the “Preferences” tab on the “Channel” app and select the preferred icon for each priority number in Studio. 

 

Note: Any changes on the priority icons can only be visible on the “Inbox” tab after the agent refreshes the Conversations app. 

 

  • Attachments for SMS

image1.pngAttachments on SMS will enable agents to send and receive multimedia content, enhancing the customer experience when dealing with digital channels.

 

Notes: 

  • Attachments are not supported for customers using SMS + Autopilot (VA). 

  • MMS will only be available for United States (US) and Canada (CA) numbers.

 

  • Chat and SMS Attachments available in Conversation History (Contacts App | Activities)

image2.pngChat and SMS attachments on the Conversation History in Contacts app and Live Reporting will enable agents and supervisors to better understand customer interactions with direct access to all the attachments exchanged during the conversation, allowing the possibility to download them if needed. This holistic view of all the information regarding SMS and Chat channels will enhance agents’ and supervisors’ experience, to better manage customer requests.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

February 13, 2023

On Monday, February 13th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Routing to a specific agent using “Assign agents to message” component

image1.pngAdmins designing digital customer journeys need to be able to route customer conversations to the most relevant agent. Routing to agents for digital conversations in Talkdesk Studio™ enables admins to precisely match clients’ digital conversations to the best available agent to handle each specific task.



For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

February 6, 2023

On Monday, February 6th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Attribute Routing

image1.png

Attribute-based routing for digital conversations enables admins to precisely match clients’ digital conversations to the best agent based on their skills, expertise, and other customizable attributes to streamline conversations and improve customer experience. 


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

February 1, 2023

On Wednesday, February 1st, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Reporting for SMS usage

image1.png
Beginning on February 1st, Messaging Contacts dataset will include information about segments, characters, country name, and code for all inbound and outbound SMS messages.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 23, 2023

On Monday, January 23rd, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Digital channels in the Missed Contacts Widget

The Live Reporting widget now includes counts for the following channels: Voice, Chat, SMS, and Email. A new channel filter has been added, allowing you to customize the included channels.

For more information about the Missed Contact widget, please read our documentation.
 

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

January 16, 2023

On Monday, January 16th, 2023, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following feature and enhancement for Digital Engagement:

 

New: 

  • Configurable Sounds for Incoming Messages

image1.png

Agents dealing with multiple customer interactions need to be able to get a notification when a new message arrives in the “Assign to you” tab. 

Configurable Sounds for Incoming Messages on the “Assign to you” tab make new conversations more evident by notifying agents when a new message is available.

Admins are able to configure the sounds for each event (Inbound conversation offered, Auto-assigned conversation, Transferred conversation and New reply to ongoing conversation) in the Channels app.

 

Enhancement: 

  • Contact Search in Conversations App Contact Card Enhancements

This functionality allows you to easily search for and locate a specific contact using a name or an email, saving time and effort when trying to find contacts.

To use this feature, type the name or email address of the contact you are looking for into the search bar located within the contact details section. The contact details section will then display the matched contacts.

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

image2.png

Example of a contact search by Email: Contact that matches the entered Email address, appearing on top of the list.

image3.png


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 9, 2023

On Monday, January 9th, 2023, we will release a new version of Talkdesk Digital Engagement™.
 

 

This release includes the following features for Digital Engagement:

 

New: 

image1.png

“Transfer” conversations through Live Reporting enables Supervisors to quickly change the assignee of an assigned conversation or send the assigned conversation to a queue of agents. This feature is helpful when a conversation arrives in the wrong queue, or when agents end their shift or go on vacation without sending an ongoing conversation back to the original queue.

To transfer the conversation to a specific Agent or Queue, Supervisors can now click on the Transfer button [1] inside the “Live Contacts List”. 

 

  • Digital Channels in Arrived Contacts widget 

image2.png

Now, the “Arrived Contacts” widget in Live Reporting includes counts for the following channels:” Voice”, “SMS”, “Chat” and “Email”. A new channel filter has been added, allowing you to customize the included channels.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

December 26, 2022

On Monday, December 26th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature and fix for Digital Engagement:

 

New: 

  • Customization of text on Chat widget text

image1.png

There are two new keys to allow you to fully present the chat widget in a specific language or with the terminology that best fits your organization. Both keys allow you to customize these two elements of the ended chat screen: The message “This chat has ended” and the button ‘Start new chat’. To know how to apply these keys, follow the instructions available in this article.

To present the chat widget in different languages, create one chat touchpoint for each language. Use the text customization keys and the appearance configuration to present each chat widget in that specific language.

 

Fix:

  • Interaction duration on Reporting with incorrect information 

We have fixed the interaction duration on the “Messaging Contacts” dataset in Explore reporting. Previously it was showing extra 31 days when the interaction duration was less than 1 day. Now, the “Interaction Duration” query always represents the difference between the “Interaction Started” and “Interaction Finished” dates. 


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

December 19, 2022

On Monday, December 19th, 2022, we will release a new version of Talkdesk Digital Engagement™.

This release includes the following enhancement for Digital Engagement:

 

Enhancement:

  • Email re-authentication notification

image1.png

We improved our notification process in order to notify Admins by email every time an email touchpoint loses connection. Besides the Workspace notification, all account Admins will also receive an email notification to make sure they can act as quickly as possible, in order to recover the service.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

December 5, 2022

 

On Monday, December 5th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following feature and enhancement for Digital Engagement:

 

New: 

  • Subject on Digital Connect

If the 3rd party solution connected to Talkdesk via Digital Connect supports the ability to add a Subject, it will now be possible to pass that Subject via API and present it to the agent. Agents can also start conversations with a subject so that the conversation can follow the structure of the 3rd party solution.

 

Enhancement:

  • Enhanced Global Settings Look & Feel

5_dec_2022_1.png

The “Agent capacity” card in the Admin “Global settings” page was updated to present the capacity that each conversation will occupy. This way, Admins can quickly understand what is the value associated with each channel. 

 

 

 

November 28, 2022

On Monday, November 28th, 2022, we will release a new version of Talkdesk Digital Engagement™.

This release includes the following feature and enhancement for Digital Engagement:

 

New: 

  • Chat User Identification

28_nov_2022_1.png

Agents need to identify the contact person in chat interaction, rely on the information provided, and minimize time manually adding the contact details.   

Chat user identification enables Agents with reliable information about contact details through an automated process of identifying contact personas with no need for the agent to manually create/update contacts.   

To begin leveraging this functionality, use the variable td_contact_person_identification in order to send the phone number or email address of the contact person that you want Talkdesk to automatically save as a new contact or merge with an existing one. 

 

Note: This variable only needs to be configured within the setContext function available in the Chat Widget code snippet and does not need to be mapped as an argument in the Incoming Message flows in Talkdesk Studio™.



 

Enhancement:

  • Email Touchpoints - New settings for usage type and direction

28_nov_2022_2.png

We are delivering a new visual organization for the usage types and directions for Email Touchpoints. With this change, we are allowing a touchpoint to be marked as “Notifications only” and, with this setting, those touchpoints will not be listed as an “Outbound” email touchpoint.

 

Note: No change is needed from the customer side. The previous settings were migrated to this new format.

 

 

 

November 21, 2022

On Monday, November 21st, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following features for Digital Engagement:

 

New: 

  • Closing Conversations on Email Touchpoint deletion

21_nov_2022_1.png

Admins managing a high volume of different touchpoints need to be able to delete touchpoints without needing to wait for all the interactions to be closed. Closing Conversations on Email Touchpoint deletion enables Admins to delete email touchpoints without manually closing all the ongoing interactions under that touchpoint. 

 

  • Chat Attachments

21_nov_2022_2.png

Chat Attachments enables agents to send and receive multimedia files, and documents for the chat channel, enhancing customer experiences.

 

  • Digital Activities and Conversation History tab

Note: An unexpected delay has occurred in the rollout of this functionality.

  • The feature requires an additional application to be installed in each account. Therefore, installation is expected to be completed over the next few days. 
  • Also, at this time, Conversation History will not contain the backfilling for previous conversations. Only new Digital conversations will be shown on Contacts App. 

Our team is currently working to make this functionality available as soon as possible. We apologize for any inconvenience.

21_nov_2022_3.png

Now, agents managing a high volume of interactions can easily access any contact person's conversation history. Conversation “History” tab in the Contacts application enables agents to access any contact person’s conversation history, providing faster and more personalized experiences.

 

  • Add Assign Automation Trigger Events for Digital Conversations

21_nov_2022_4.png

When a conversation is assigned, the supported integration actions can be triggered. It allows customers to create notifications, or register the assignment moment in 3rd party integration.

 

  • SMS & WhatsApp Channels integrated with Autopilot

21_nov_2022_5.jpeg

Talkdesk Autopilot™ provides an effective alternative to support customers in offline or peak hours, delivering a near-human customer experience. From now on, customers will also be able to add SMS and WhatsApp as channels for conversations between contact persons and Virtual Agents.

 

  • Incoming Messages Notifications (“Assigned to you” tab)

21_nov_2022_6.png

Agents need to be able to know whenever they receive a new message under the Assigned to you tab.   

Incoming Messages Notifications lets agents know when a new message arrives under the Assigned to you tab through a visual notification.

 

Enhancements: 

  • Default Outbound Touchpoint for Email

21_nov_2022_7.png

Now, agents can have the last selected Email Touchpoint as the default when starting a new outbound email conversation.

Note: This setting is stored locally on the browser’s cache, so if agents start a new session on a different browser or workstation, the default touchpoint value will not apply.

 

  • Channel Agnostic Default Dashboard for Digital

21_nov_2022_8.png

We have adapted our Digital Engagement dashboard to become channel agnostic and be constantly updated with the values from the newest developed channels.

Now, whenever you add a new channel to your account, you will be able to see the number of conversations that arrive at those channels. You can also compare them with the remaining ones, without the need of checking another dashboard or doing any adjustments. 

 

 

 

November 14, 2022

On Monday, November 14th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Templates preview

14_nov_2022_1.png
With this improvement, agents will be able to check the content of a template before deciding to use it. It will enhance the agent's Average Handle Time (AHT), as they will be able to select the most adequate template.

 

 

 

November 7, 2022

 

On Monday, November 7th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new features for Digital Engagement:

 

New: 

  • Keep last selected Touchpoint as default for SMS Outbound:

7_nov_2022_1.png

Now, agents can have the last selected SMS Touchpoint as the default when starting a new outbound SMS conversation.

Note: This setting is stored locally on the browser’s cache, so if agents start a new session on a different browser or workstation, the default touchpoint value will not apply.

 

  • Conversation Preview during Wrap-up phase:

7_nov_2022_2.png

During the wrap-up phase, agents will be able to review the conversation history, which can help them make decisions when writing notes and selecting dispositions.

 

 

 

October 31, 2022

 

On Monday, October 31st, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new features for Digital Engagement:

 

New: 

  • Search Conversations by Contact Details on Inbox

31_oct_2022_1.png

Agents managing a high volume of customer interactions need to be able to find specific interactions by contact details in the inbox app. Searching by contact details enables agents to find specific interactions using the contact’s details (name, email, and phone number), saving valuable time and effort.

Note: This feature requires a contact to exist. Unknown contacts will not appear in search results.

 

  • Filter by Queue and Touchpoint on Inbox App

31_oct_2022_2.png

Agents handling multiple interactions in different ring groups will now be able to quickly find the interactions assigned to their ring group or touchpoints.

 

  • Deactivate Email Touchpoints with open conversations

31_oct_2022_3.png

With this new feature, it will be possible to Deactivate email touchpoints with open conversations to stop new emails from being synced. With this, unwanted inbound emails will not be received by the system.

 

 

 

October 24, 2022 | Digital Engagement

 

On Monday, October 24th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • WhatsApp Touchpoint's Friendly Name

24_oct_2022_1.png

From now on, the “Friendly name” for the Whatsapp Touchpoint can be edited to better identify the number being used for Digital Engagement.

 

  • Stay on the Same Page after Assignment in Inbox App

With this new capability, after assigning a conversation, the Inbox App won’t refresh and send the agent back to Page 1. Instead, the agents will stay on the page where they were when assigning the conversation.

 

 

 

 

October 17, 2022

 

On Monday, October 17th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • Conversation Preview on Live Reporting

17_oct_2022_1.png

Currently, Supervisors can only see the messages that were sent or received through Explore (history data). This capability allows Supervisors to click on an ongoing conversation and see all sent and received messages. This feature is accessible from the “Live Contacts list” widget on Live Reporting.

 

 

October 10, 2022

 

On Monday, October 10th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new features for Digital Engagement:

 

New: 

  • Dispositions for Digital Conversations

From now on, the Disposition Set availability will depend on the Conversations’ Ring Groups, guaranteeing all channels behave the same way when talking about dispositions. 

Since this is a transition period from the previous configuration, if there is a situation where the Disposition Set is unavailable, it’s because:

  •  The conversation does not have any Ring Groups associated.  
  • The Disposition Set Ring Groups don’t match with the Conversations Ring Groups.

10_oct_2022_1.png

  • Digital Connect Early Access

Digital Connect is the set of Application Programming Interface (API) endpoints that will allow you to leverage all features that Talkdesk offers (agent experience, unified reporting, configurable routing, automations, among others) while bringing your own solution to handle the Contact Person side (the interface where your customers will be interacting with your brand).

Scenarios that we will be solving:

  • Integrating non-Talkdesk chatbots.
  • Integrating with proprietary messaging clients (client side).
  • Integrating with proprietary messaging services (server side).

Scenarios covered on the first milestone:

  • Agents starting new conversations (Outbound) and sending messages that arrive at the external system.
  • Contacts starting new conversations (Inbound) and sending messages from the external system that arrive at Talkdesk.
  • Touchpoint management with the ability to associate ring groups to each touchpoint.
  • Contact identification through contact email. 
  • Unified reporting with the ability to see all messages sent and received.
  • Simplified and advanced routing (Incoming message Studio flows). 
  • Ability to route the conversation to a Autopilot.

 

 

October 3, 2022

 

On Monday, October 3rd, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new features for Digital Engagement:

 

New: 

  • Update Idle Time for Digital Interactions
    This functionality will update the idle time calculation when an Agent is on multiple simultaneous interactions. Currently, for voice, the idle time is calculated based on the amount of time since the last interaction (inbound voice call, manual outbound call, Agent-to-Agent call, automated outbound, or a dedicated line) has finished. Before this release, idle time was reset only for Agents on voice interactions, which could lead to unequal assigning of interactions. With this new capability, assigning digital interactions to Agents will be under identical conditions. Updating Idle time for digital interactions, will reset sorts of Agents according to the time since they accepted and ended a digital interaction.
  • The “Live Unassigned Contacts List” widget
    This widget shows the digital contacts not assigned to an Agent. You can see how long the contact has been unassigned and the queue associated with the contact along with the contact information. It’s also possible to filter per channel. 
  • Simplified and Advanced Routing for Facebook Messenger3_oct_2022_1.png

Admins can assign Facebook messages to queues or to incoming message flows through Studio. It is now possible to:

  •  
    •  
      •  
        •  
          • Send automated messages.
          • Add Time and Calendar-based rules.
          • Decide if the Facebook conversation should be directly assigned to a specific Agent.
          • Decide if the Agent should be able to accept or reject the Facebook conversation. 

 

 

September 19, 2022

 

On Monday, September 19th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • Facebook Messenger in EU and Canada Regions
    Facebook Messenger is now available in the European and Canadian Regional Cloud, along with SMS, Chat, Email, and WhatsApp. All these channels are now available in the US, Canada, and Europe.

 

 

September 5, 2022

 

On Monday, September 5th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature, enhancement, and fixes for Digital Engagement:

 

New: 

  • Digital datasets on Explore API

Customers can now use Explore API to send Digital data into an external system. You will be able to use the following datasets when using Explore API:

To know more about Explore API, you can consult ourTalkdesk Developer Guide.

 

Enhancements:

  • Digital Touchpoint Identifier and Friendly Name in Reporting

Supervisors can now use Touchpoint ID and/or Touchpoint Name information in Messaging Contacts and Messaging Traffic datasets (Explore) to filter or create new reports and dashboards with this data.

Note: To know more about how to use the Messaging Contacts and Messaging Traffic datasets in reports and dashboards, please refer to this article.

  • Associating Ring Groups on Outbound Conversations

Agents will be able to associate their ring groups to the outbound conversations. 

 

Fixes:

  • Showing empty Template Collections

Collections were always displayed, even if there were no Templates available for the channel the Agent was working on. With this fix, Agents will be able to select to only view the collections with existing templates available.

 

 

August 29, 2022

 

On Monday, August 29th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • Studio Context Variables in Digital Conversation Automations

Now, you can add the context variable name in the integration actions for Digital Events (conversation starts or conversation ends). If the variable name matches the name in the Studio flow and the value of that variable is not empty, then the variable will be passed to the automation events.

In order to use it, add a variable to your automation with the following format:{{context.name_of_the_variable}}.

Please refer to our article on Context in Automations, for more information.

 

 

 

August 22, 2022

 

On Monday, August 22nd, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • Whatsapp Advanced Routing

Admins will now be able to select more advanced routing rules for Whatsapp, such as: 

  •  
    •  
      •  
        • Time-based rules. 
        • Calendar-based rules. 
        • Traffic splitter. 
        • Conditional statement. 
        • Data dips. 
        • And others. 

Advanced routing will also allow Admins to send automated messages to a 3rd party integration.

With this new feature, Admins can decide to whom the conversation will be offered and what should happen in case there are no Agents available.

 

Note: At this time, the Autopilot component will not be supported for Whatsapp. 

 

 

 

August 16, 2022

On Tuesday, August 16th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new features for Digital Engagement:

 

New: 

Receive variables from the customer's website:

Admins can now pass additional website “Context”(variables) to chat conversations when a new conversation starts or when the widget is opened.

This new functionality will allow you to:

  • Present additional context to the Agent (e.g. the Contact Person’s shopping cart, scheduled appointments, booked flights, among others).
  • Set routing rules (e.g. if the website visitor’s language is set to Portuguese, route to an Agent that speaks Portuguese).

 

Digital Engagement Apps - Users Provisioning & Uninstall:

With this new functionality, it will be possible to select which users have access to each of the Digital Channels. This change will impact SMS, Chat, Email, and Facebook Apps.

From now on, these apps will be only available for the users selected on each of the applications. For current customers, this change was automatic, and no further action is required by customers or internal Talkdesk teams.

Also, it’s now possible to uninstall each of the Apps. By deleting the App, all users will lose access to the application.

 

July 18, 2022

On Monday, July 18th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature and enhancements for Digital Engagement:

 

New: 

  • Digital Engagement in Regional Cloud Canada  

With this new feature, customers will be able to create a new instance in Canada and have the GA channels deployed to this new instance. 

 

Enhancements:

  • Live Contacts List widget with Digital Channels

Digital contacts were made available July 11th. The data presented is available for 60 days, unlike voice data, which is available for 48 hours.

 

  • Agent is notified for 24-hour expired WhatsApp conversations

The Agent will be notified and will not be able to send any more messages until the Contact Person responds (and a new 24-hour session begins).

 

 

July 4, 2022 | Digital Engagement

 

On Monday, July 4th, 2022, we will release a new version ofTalkdeskDigital Engagement™.

 

This release includes the following enhancement forDigital Engagement:

 

Enhancement:

  • Reauthenticate Email Touchpoint

Admins will be able to reauthenticate/reconnect the email touchpoints, without interfering with the work of the Agent, while also keeping the email touchpoints working. This is specifically relevant when a touchpoint loses connection with the provider, or when there is a change to the password and a reauthentication is needed.

 

 

June 27, 2022

On Monday, June 27th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancements for Digital Engagement:

 

Enhancements:

  • Social Messaging on Explore Reporting

With this data available on the “Messaging Traffic” dataset, Supervisors will be able to see the details of Social Messaging Channels conversations (e.g. how many messages per conversations Agents are sending, and how many messages are received, among others).

 

  • Transfer to Agent on Explore Reporting

Supervisors will now be able to check the information about the destination users of “Transfer to Agent”, by using the information available on the “Direct Assignment User” field. This information will be available on the “Messaging Contacts” dataset, in Explore.

  • Queues on Explore Reporting

Supervisors will be able to perform analysis based on the “Queue” field, such as:

  •  
    •  
      •  
        • The number of conversations arriving in each Queue to compare the load between them.
        • Understand if there’s a tendency of constantly transferring from a specific queue to another. This might mean that the Studio flows will need to be adjusted.
        • Understand who are the most responsive Agents in each particular queue.
        • Have Supervisors analyze only the queue they are managing, instead of having to look at every conversation.

 

  • Username(Agent Name), Queues and Handling Queues in Automations

By having these fields available in digital events (start and end) Admins will be able to have more complete events when integrating with third parties (such as Salesforce, Zendesk, among others).

 

 

 

June 13, 2022

On Monday, June 13th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement:

  • Social Messaging on Explore Reporting

With this data available on Messaging Contacts dataset, Supervisors will be able to see the details of Social Messaging Channels conversations (how many conversations Agents are sending, how many conversations are received, how much time Agents are taking to send the first message, etc.).

 

May 31, 2022

On Tuesday, May 31st, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new feature for Digital Engagement:

 

New:

  • Configurable Capacity for Digital Channels:

The Configurable Capacity feature will allow you to configure the weights of SMS, Chat, and Email from 1 to 100 points at the account level. Agents will continue having 100 points of capacity, but the value that each conversation weighs can change according to business needs.

These values are not retroactive, which means that once the settings are changed they will only be applicable to new conversations. 

 

Note: Voice conversations will continue having a fixed value of 51 points, and the capacity model will still only be available for Push model (conversations that reach the Agent through the “Assign Agents to Message” component in Studio).

 

 

May 19, 2022

On Thursday, May 19th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement:

  • Disposition and Notes in Explore for Transfers to Agent and Queue:

Supervisors will now be able to check the notes and dispositions that Agents wrote prior to transferring a conversation. This information will be available on the “Messaging Contacts” dataset, in Explore, and applies to both “Transfer to Agent” and “Transfer to Queue”.

 

 

May 16, 2022

On Monday, May 16th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new features for Digital Engagement:

 

New:

  • Studio Routing to Inbox

This component will allow you to send conversations directly to the Inbox of the selected Queues. You can use this component to guarantee that no conversation gets lost when no Agents are available.

 

  • Sorting & Filtering in Inbox

Adding the filtering option will help refine search results. With the filtering option, when the inbox is full of items, the queue can be filtered using some of the pre-defined criteria, such as channel or date/time to find specific items. You can also use the sorting option by selecting the order in which the items in the queue are presented: from oldest to newest (the default option) or from newest to oldest.

 

May 9, 2022

On Monday, May 9th, 2022, we will release a new version of TalkdeskDigital Engagement™.

 

This release includes the following new feature for Digital Engagement:

 

New:

  • Email messages available in Explore: Supervisors will now be able to better understand the traffic of their Email channel (e.g.how many Email messages are Agents sending, how many Email messages are received, how much time are Agents taking to send the first message, among others).

This feature also grants parity with other channels available on the Messaging Traffic dataset (SMS and Chat).

 

May 2, 2022

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

 

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

 

New:

  • Transfer Conversations to an Agent: Improve Agent accuracy and resolution rates by enabling the Agent to seamlessly transfer conversations to the best-suited Agent to solve a specific conversation. In the Conversations App, when clicking on the Transfer button, an Agent will have an experience very similar to the current Transfer to Queue. When transferring a conversation directly to an Agent, capacity and availability are taken into consideration.

 

Fixes:

  • Unable to copy and paste text from conversations: When resizing Workspace, Agents were not able to select, copy and paste text from conversations. This issue is now fixed.

 

 

April 18, 2022

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

 

This release includes the following enhancements for Talkdesk Digital Engagement™:

 

Enhancements:

  • Tabs being renamed: We will be renaming the Queue tab to Inbox and the Send to Queue will change to Send to Inbox. This will allow for a clearer differentiation between a group of Agents with a common set of expertise (Queue) and a list of unassigned conversations (Inbox).

 

Note: Due to some manual activities that need to be completed to roll out the SMS Outbound Friendly Name and the Digital Default Dashboards, these features are being gradually rolled out to all accounts.

 

 

April 4, 2022

On Monday, April 4th, 2022, we will release the following new features, and enhancements, for Talkdesk Digital Engagement™:

 

New:

  • Default Dashboards

Configure your ideal dashboard based on Digital Engagement datasets that are now available in Explore: 

  •  
    •  
      •  
        • Chat.
        • Email.
        • SMS.
        • Digital Engagement.

 

Enhancements:

  • Friendly Name for SMS Touchpoints

On the SMS touchpoint settings inside the Channels app, it is now possible to edit the “Friendly Name” for each SMS number, giving your Agents the possibility to easily identify the purpose of the interaction. For the same phone number, you can only have one “Friendly Name” for voice and another for SMS. The “Friendly Name” will initially appear as “N/A” and a preferred name can then be selected, which will only be associated with the SMS channel (not applicable for voice).

  • Wrap-up Improvements

In order to provide a more adequate metric regarding the effective duration of each contact, “Wrap-up” duration will be detached from the “Contact Duration”. This way, you will be able to easily visualize the time spent on interaction and the wrap-up phase separately.  

 

For new capabilities available on Conversations, please check our Release Notes section.

 

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