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.
- December 1, 2023
- November 20, 2023
- November 13, 2023
- October 23, 2023
- October 16, 2023
- September 11, 2023
- September 4, 2023
- September 1, 2023
- August 28, 2023
- August 21, 2023
- August 14, 2023
- August 7, 2023
- July 10, 2023
- July 3, 2023
- June 26, 2023
- June 12, 2023
- June 5, 2023
- May 22, 2023
- May 15, 2023
- April 24, 2023
- April 10, 2023
- March 27, 2023
- March 13, 2023
- March 6, 2023
- March 1, 2023
- February 20, 2023
- February 13, 2023
- February 6, 2023
- February 1, 2023
- January 23, 2023
- January 16, 2023
- January 9, 2023
- December 26, 2022
- December 19, 2022
- December 5, 2022
- November 28, 2022
- November 21, 2022
- November 14, 2022
- November 7, 2022
- October 31, 2022
- October 24, 2022
- October 17, 2022
- October 10, 2022
- October 3, 2022
- September 19, 2022
- September 5, 2022
- August 29, 2022
- August 22, 2022
- August 16, 2022
- July 18, 2022
- July 4, 2022
- June 27, 2022
- June 13, 2022
- May 31, 2022
- May 19, 2022
- May 16, 2022
- May 9, 2022
- May 2, 2022
- April 18, 2022
- April 4, 2022
December 1, 2023
On Friday, December 1st, 2023, we’ll release a new version of Talkdesk Digital Engagement™:
New:
- Social Messaging goes GA: Beginning December 1st, 2023, Talkdesk Digital Engagement™ Social Messaging add-on will be available for Facebook Messenger and WhatsApp for Business channels. Talkdesk will begin charging for usage, according to Talkdesk Rate Cards, for all inbound conversations through the Talkdesk Digital Engagement™ product. Note: Usage prior to this date will not be billed.
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:
- 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:
- 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
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
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
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
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
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” button
Triggering 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 Connect
You 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 channel
With 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.
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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.
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- 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
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
Priority 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
Attachments 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 + Virtual Agent (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)
Chat 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
Admins 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
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
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
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.
Example of a contact search by Email: Contact that matches the entered Email address, appearing on top of the list.
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:
- Transfer Conversations through Talkdesk Live™ Reporting
“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
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
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
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.
Note: To be able to access Digital Connect, please contact your Customer Success Manager.
Enhancement:
-
Enhanced Global Settings Look & Feel
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
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
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
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
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.
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
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 Virtual Agent
Talkdesk Virtual Agent™ 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)
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
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
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
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:
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:
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
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
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
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
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
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.
- 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 Virtual Agent.
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 Messenger
Admins can assign Facebook messages to queues or to incoming message flows through Studio. It is now possible to:
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- 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.
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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:
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- Time-based rules.
- Calendar-based rules.
- Traffic splitter.
- Conditional statement.
- Data dips.
- And others.
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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 Virtual Agent 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:
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- 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.
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- 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:
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- Chat.
- Email.
- SMS.
- Digital Engagement.
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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.