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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.

• May 19, 2025
• May 12, 2025
• April 28, 2025
• April 21, 2025
• April 9, 2025
• March 10, 2025
• March 3, 2025
• February 18, 2025
• January 22, 2025
• January 20, 2025
• January 13, 2025
• January 1, 2025
• December 9, 2024
• November 25, 2024
• November 11, 2024
• October 28, 2024
• October 23, 2024
• September 18, 2024
• September 11, 2024
• August 28, 2024
• August 12, 2024
• July 31, 2024
• July 22, 2024
• July 17, 2024
• May 30, 2024
• May 27, 2024
• May 13, 2024
• April 29, 2024
• April 23, 2024
• April 22, 2024
• April 15, 2024
• February 26, 2024
• February 19, 2024
• January 22, 2024
• January 15, 2024
• January 8, 2024
• December 4, 2023
• 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

 

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:

• 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

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:

• 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:

• Social Messaging: Beginning December 1st, 2023, Social Messaging will be available for the 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

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

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 + 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)

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

 

 

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 Autopilot

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)

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

 

 

 

October 24, 2022 | Digital Engagement

 

 

 

 

 

October 3, 2022

September 19, 2022

 

 

 

September 5, 2022

 

August 29, 2022

 

 

August 22, 2022

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

 

 

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.