Talkdesk Knowledge Management™ is an AI-powered, self-service knowledge base tool that transforms the way businesses organize and provide information to their customers and agents (formerly known as Talkdesk Guide). For more information, visit our Talkdesk Knowledge Management documentation.
- May 19, 2026
- March 23, 2026
- January 28, 2026
- July 22, 2024
- July 21, 2024
- March 3, 2025
- January 27, 2025
- November 4, 2024
- October 10, 2024
- May 13, 2024
- May 9, 2024
- July 12, 2022
- March 24, 2022
- March 30, 2021
May 19, 2026
On Tuesday, May 19th, 2026, we will release an upgrade to the Talkdesk Knowledge Management indexing and ingestion pipeline. This platform-wide change applies to every connector and card, improving the quality and reliability of answers grounded by Talkdesk Copilot and Talkdesk Autopilot.
Enhancements:
- Increased Document Size Limits: Large documents (e.g., PDFs) now index end-to-end up to 50 MB. Copilot suggestions and Autopilot answers can ground on the complete knowledge base, not just the portions that fit through the previous pipeline.
- Tables Are Now Searchable: Structured content such as SLA matrices, policy grids, and product spec sheets is now fully supported across keyword search, semantic search, and RAG. If an answer lives in a table, Copilot and Autopilot can find it.
- Trustworthy Indexing Status: When Knowledge Management shows a source as indexed, all content is fully ready, including the embeddings that drive semantic and RAG retrieval.
- Consistent Indexing Across All Sources: The same modern indexing pipeline now powers every connector and every card, both internal and external. Customers will no longer encounter different retrieval behavior depending on which source they are querying.
For more Information on Knowledge Management, please check our documentation.
March 23, 2026
On Monday, March 23rd, 2026, we will release the following new feature in Talkdesk Knowledge Management™.
New:
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Bulk Import of Cards: Administrators can now upload multiple Knowledge Cards simultaneously, drastically reducing manual data entry and accelerating time-to-value for Talkdesk Copilot and Autopilot.
- By clicking the "Import" button in the Knowledge Management interface, users can download the official CSV template required for a seamless upload.
- The standardized CSV template supports up to four columns: Title, Body, Queues, and Knowledge Segments.
- This allows you to directly route bite-sized knowledge to specific operational areas. If a card applies to multiple Queues or Segments, you can easily assign them by separating the values with a comma (e.g., Billing, Technical Support).
For more information, please check our Using Cards documentation.
January 28, 2026
On Wednesday, January 28th, 2026, we will release the following features and enhancements in Talkdesk Knowledge Management's Web Crawler Connector.
New:
- Sitemap-Guided Crawl Strategy: You can now direct the crawler to fetch URLs specifically from your XML sitemap rather than relying on recursive link guessing. This feature supports Auto-Detect, Manual URL Input, and File Upload (up to 10MB). This ensures reliable ingestion of canonical pages for large enterprise sites, eliminating the indexing of broken or irrelevant links.
- Advanced Content Filtering (HTML/CSS Selectors): We have introduced a precision engine to strip "web noise" (nav bars, footers, ads) using CSS selectors. You can now configure "Exclude page elements" and "Include only page elements" using HTML tags, Class names, or IDs.
- Document Asset Ingestion: The crawler now supports extracting non-HTML assets. You can toggle the ingestion of PDF, Word, and PowerPoint files hosted on your target domain to ensure your Knowledge Base is comprehensive.
Enhancements:
- Granular Crawl Boundaries & URL Path Rules: We have upgraded the URL filtering logic. You can now define up to 50 specific rules using "Include Only" or "Exclude" logic. The system now supports advanced matching operators, including "Contains," "Starts with," "Ends with," and "Regex," for complex pattern matching (e.g., excluding dynamic URLs such as /cart or /login).
- Robots.txt & Sitemap Flexibility: Administrators can now "Ignore robots.txt restrictions" when content is explicitly listed in the sitemap or required for internal knowledge, granting greater control over data accessibility.
- Enhanced Automated Link Crawling: The standard recursive crawler has been improved with safeguards, including a "Maximum links per page" limit (up to 5000) to prevent processing loops and configurable Crawl Depth (0-100) to ensure the crawler stays within relevant sections of the site.
For more information, please check our Talkdesk Knowledge Management documentation.
July 22, 2025
On Tuesday, July 22nd, we released a new version of the Card Editor for Knowledge Management.
Enhancement:
- Internal Card References in Editor: Authors can now create links to other cards by selecting text, clicking Link, and choosing "Mention internal cards". The selected text wraps as a clickable reference to that card. In Copilot, when agents click an internal card reference in the Copilot sidebar, it opens in the same pane. Each open card stacks on top of the last with a persistent back button so agents can easily return through their navigation history.
July 21, 2025
On Monday, July 21st, 2025, we released a new version of the MS SharePoint Connector for Knowledge Management.
Enhancement:
- MS SharePoint Connector: The MS SharePoint connector is being enhanced to use a more versatile connection method that does not require full access to the SharePoint environment. It also has a more intuitive configuration through URL instead of site name.
March 3, 2025
On Monday, March 3rd, 2025, we will release a new version of Talkdesk Knowledge Management™. This release includes the following upgrade to the Web Crawler connectors.
Enhancements:
- Enhanced Content Extraction: This update introduces a significant improvement to the content extraction capabilities, such as effectively capturing headings, links, and tables.
- Improved Settings: Users can now define extra configuration options such as crawl depth and maximum links per page.
For more information about the Web Crawler, please refer to our documentation.
January 27, 2025
On Monday, January 27th, 2025, we will release a new version of Talkdesk Knowledge Management™.
Fix:
- Knowledge Management Permissions: Some Admins and Supervisors of legacy or former Guide accounts that had access to Knowledge Management lacked the full set of permissions, which caused occasional issues for some customers. We performed a backfill to guarantee that the issue was corrected in this latest version of the app.
November 4, 2024
On Monday, November 4th, 2024, we will release a new version of the MS SharePoint Connector for Knowledge Management.
Enhancement:
- Microsoft (MS) SharePoint Connector: The MS SharePoint connector is being enhanced to use a more robust authentication methodology, providing faster and more precise content surfacing. This upgrade addresses numerous bugs and improves overall connector performance and reliability. Agents will experience improved quality in Copilot or Autopilot recommendations when considering SharePoint content.
Required Customer Action: Admins will need to create a new MS SharePoint connector and complete a one-time configuration following this guide. On March 4, 2025, the older connector version will go end of life, see Product Notice here.
October 10, 2024
On Thursday, October 10th, 2024, we will release a new feature for Talkdesk Knowledge Management™.
New:
- Content Scope Settings: The new Content Scope settings empower users to define who has permission to view specific information. This functionality applies to individual cards, variations, and external sources. You can configure which information is accessible to which agents, across all of Talkdesk’s AI products, including Autopilot and Copilot.
For more information, please refer to our Knowledge Management documentation.
May 13, 2024
On Monday, May 13th, 2024, we will release the following enhancements and fixes in Talkdesk Knowledge Management.
Enhancements:
- External Sources Listing Page: With an improved UI, the listing page now provides additional knowledge connector information, including total items synced, status, last and upcoming execution dates.
- External Sources Search Page: All external knowledge sources can be now searched and explored on its own separate screen. For example, you can search filters per connector and a side panel appears, previewing portions of the external content. This new solution is particularly useful in validating if all needed content has been successfully linked to Talkdesk Knowledge Management.
Fix:
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MS Sharepoint & Web Crawler data preview: Fixed a bug that was preventing the data from these two connectors to be explored within the External Sources section as well as when viewing an Answer in Talkdesk Copilot and/or Talkdesk Autopilot.
For more information, please check our Talkdesk Knowledge Management documentation.
May 9, 2024
On Tuesday, May 9th, 2024, we will release the following enhancements in Talkdesk Knowledge Management™.
Enhancements:
- External sources: Customers with their account based on Talkdesk Europe (EU) or Canada (CA) hosting locations can now bring their content from Microsoft Sharepoint, Web Crawler, or Google Drive into Talkdesk Knowledge Management. This will enhance the volume and quality of content used to power Talkdesk Copilot or Talkdesk Autopilot via Generative AI.
For more information, please check our Talkdesk Knowledge Management documentation.
July 12, 2022
On Tuesday, July 12th, 2022, Talkdesk is releasing a new version of Talkdesk Knowledge Management™.
New:
- New Cards screen: The Cards screen has been updated to provide a new filtering system that makes managing and sorting through cards easier.
- Collection of Data for card usage: Now, information is collected and updated every 20 minutes. If you open an individual card, you see a new tab for Metrics, which presents you with a chart of different data points from the last seven days.
- Questions turned into suggestions: Now, Knowledge Management analyzes interactions from Copilot to detect questions that don’t have immediate answers available, and turns them into suggested cards that can be published.
- New navigation menu: Making it easier to access the areas of the product you need.
For more information, please visit our documentation.
March 24, 2022
On Thursday, March 24th, 2022, we will release the following features for Talkdesk Knowledge Management™:
- Cards:
Now you can create a card to answer specific issues and questions from customers.
By filtering according to specific ring groups, intents, and channels, any card can be configured to suit the user’s preferences.
These cards, when published, can then be returned to agents via Copilot™. Cards are shown to agents either through the manual search function or through on-call recommendations.
Tags can be used to organize cards. Multiple tags can be attached to cards, allowing knowledge managers to search groups of cards.
Notes:
- Assigning a ring group to a card means that card will only ever be returned to an interaction that comes via that ring group.
- Linking a channel to a card means that card will only ever be returned to an interaction that comes via that channel.
- Assigning an intent to a card means that whenever an intent is detected via CXA Operations Center (formerly AI Trainer), Copilot will return the best matching variation of that card to the agent.
You can also create variations of a card, which can be used for different answers to questions, similar answers to a certain topic, or related topics.
- Knowledge Base connectors:
Associate a knowledge base to Talkdesk, so answers can be recommended to Copilot during calls and through manual searches.
Content from a third-party knowledge base is indexed by Knowledge Management at intervals specified by the user to ensure that content is constantly refreshed.
For more information, please visit our Talkdesk Knowledge Management documentation.
March 30, 2021
On Tuesday, March 30th, 2021, we will release Talkdesk® Guide™.
Guide is the Talkdesk AI-Powered Knowledge Base product that brings an integrated layer of Knowledge to your company. Guide enables content creators to build and organize knowledge that is stored, optimize its search capabilities, and become the source of knowledge to Agents and other Talkdesk products.
Guide was built to increase resolution speed and handle time by providing specific knowledge at the right time. This is possible due to the Guide AI layer that learns how and when to provide that knowledge.
Guide is the Talkdesk Knowledge Platform that was designed to integrate with the other Talkdesk AI products and with the overall CCaaS Suite, offering the best content management and agent experience.
What's Included
Guide provides articles and procedures, an External Knowledge Base, and an External Website to expose the Knowledge outside the company, thus enabling the company’s customers to self-serve.
The release includes the following main features:
- Rich text edition and publication capabilities.
- Powerful search engine with NLQA support.
- Procedures.
- Content importer from other Knowledge Bases.
- External Knowledge Base.
How to Install
For more information, please read our Guide documentation.