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Release Notes prior to the last listed date can be found here (login required).

December 4, 2024 - Talkdesk Studio: Voice IVR Self-Enablement

On Wednesday, December 4, 2024, we will release the following enhancements in Talkdesk Studio™ Voice IVR.

Enhancements:

• Studio Text-to-Speech Powered by Amazon Polly: In order to have a more natural-sounding experience for Studio Text-to-Speech and greater control over speech parameters, the admin can enable Studio Text-to-Speech powered by Amazon Polly voices directly on the Admin > Channels > Voice channel settings. This way, the admin will be able to set by language the voice that better fits the business needs.
• New languages Arabic (Gulf), Dutch (Belgium), English (Ireland), and French (Belgium) will be progressively deployed over the next few days on Studio Text-to-Speech components Play Audio, Standard IVR, Assignment & Dial, and Voice IVR, and will become available exclusively with premium Amazon Polly Neural voices.

Note: The voices have usage costs dependent on the Plan (Advanced, and Premium) of the voice. If you have any questions about these costs, please check your rate card’s details or contact your Customer Success Manager (CSM) or Talkdesk point of contact.

For more information, please check our Text-to-Speech Powered by Amazon Polly documentation.

 

 

October 16, 2024 - Talkdesk Studio: Traffic Splitter

On Wednesday, October 16th, 2024, we will begin a progressive rollout of the following enhancement in Talkdesk Studio™:

Enhancement:

• Traffic Splitter algorithm optimization: The Traffic Splitter component has been updated from using a random method to a more consistent and deterministic approach for distributing Studio interactions. This improvement will lead to more effective and reliable management of the distribution of the interactions by ensuring that the weight ratio rules set at the component level are respected.
  
  The improved algorithm converts the weight ratios configured in the Traffic Splitter component using the Greatest Common Divisor (GCD).
  The cycle of distributed interactions is determined by dividing the sum of all weights by the GCD. For example, with exits weighted 55 and 45 and a GCD of 5, the cycle length is 20 interactions. Interactions are assigned alternately to each Traffic Splitter exit, respecting the weight ratios and this distribution continues until the end of the cycle.

For more information, please check our Traffic Splitter documentation.

October 14, 2024 - Talkdesk Studio: Forward to External 

On Monday, October 14th, 2024, we will release the following enhancement in Studio Voice IVR.

Enhancement:

• FTE Outbound Caller ID: This new capability will enable the admin to set up any account number as an outbound caller ID on the Forward to External Number Studio component. When using the "Touchpoint" option and the inbound number is designated for inbound calls only and not allowed to be used on outbound (Do-Not-Originate number), the calls will generally be blocked by carriers. With this new capability, the admin will be able to select a different outbound caller ID, preventing calls from being blocked by carriers.

For more information, please check our Forward to External Number documentation.

 

October 11, 2024 - Talkdesk Studio: Blind Transfer to Flow

On Friday, October 11th, 2024, we will release the following enhancement in Studio Voice IVR.

Enhancement:

• Blind Transfer to Flow: This new capability will simplify call handling and improve the overall efficiency of your contact center by enabling agents to transfer calls back into the flow system. Leverage orchestration and routing tools to build a custom blind transfer experience with routing rules based on time, data dips, voicemail, or callback options. Enhance flexibility to route contacts without extra costs and ensure accurate reporting.
  As part of this enhancement, and in order to improve the readability over different flow executions in the same interaction, a new Flow Execution ID field was added to the Studio Flow Execution Report.

For more information, please check our Blind Transfer to Flow documentation.

July 5, 2024 - Talkdesk Studio: Studio Flows Audit Logs in Audit Logs Report 

Starting on Friday, July 5th, 2024, we will roll out the following enhancement in Talkdesk Studio™: 

Enhancement:

• Studio flows audit logs in Audit Logs Report: Studio will provide the ability for our Customers to access audit logs related to Studio flows writing operations, in Explore, with information on what was the operation performed, who was the user that made that operation, and when the operation occurred. The following audit operations for Studio Flows will be available:
  • Updating the Studio flow steps (emitted on save, after adding, updating, or removing steps);
  • Publishing a Studio flow;
  • Updating a Studio flow context (emitted on save, after updating the manage context or the variables in the flow context);
  • Updating a Studio flow (update the name and/or description of a flow);
  • Deleting a Studio flow (all versions);
  • Deleting a Studio flow version;
  • Creating a Studio flow (emitted on create, duplicate, and restore actions).

These capabilities are crucial to guaranteeing compliance with regulatory requirements while ensuring the system’s availability, integrity, and overall security.

April 8, 2024 - Talkdesk Studio: Voice IVR

On Monday, April 8, 2024, we will release the following enhancement in Studio Voice IVR.

Enhancements:

• Agent Whisper Prompt: The Agent Whisper Prompt allows the admin to set an audio message that will be “whispered”(played) to the agent introducing the interaction context before the agent and the contact person begin the conversation. The admin can use the Set Whisper Message Studio component to configure the message “whispered” to the agent using Text-To-Speech capability or an audio file Prompt.

For more information, please check our Set Whisper Message documentation. 

 

March 11, 2024 - Talkdesk Studio: "Dial Agent" component

On Monday, March 11th, 2024, we will release the following feature in Talkdesk Studio™.

New: 

• "Dial Agent" component: With the "Dial Agent" Talkdesk Studio component, you can deliver direct calls to the agent regardless of whether the agent is on green, yellow, or red status, by enabling the Call Waiting feature. This will give agents the option to manage multiple calls simultaneously and allow them to accept incoming calls while placing the current call on hold.

For more information, please check our Studio Dial Agent documentation. 

January 26, 2024 - Talkdesk Studio: Maximum Waiting Time on Callback Components

On Friday, January 26th, 2024, we will release the following feature in Talkdesk Studio™.

Enhancement:

• Maximum ringing time: The Callback components exclusively supported increments of hours for the maximum waiting time setting. With this enhancement, a new widget for time selection will allow to set the “Callback" Maximum Waiting time from 5 minutes to 48 hours with the granularity of hours and minutes.>>

For more information, please check our Voice IVR - Request Callback from Queue component documentation.

January 9, 2024 - Talkdesk Studio: "Make Outbound Call" component

On Tuesday, January 9th, 2024, we will begin the progressive rollout of the following feature in Talkdesk Studio™.

Enhancement: 

• "Make Outbound Call" studio component ring time limit: We have increased the ring time limit, from 35 seconds to 600 seconds. This change helps minimize missed calls if the person on the other end takes more than 35 seconds to answer.

For more information, please visit our Studio Advanced Documentation.

 

December 18, 2023 - Talkdesk Studio: Recording Call Compliance, Outgoing Call and Hangup Components

On Monday, December 18th, 2023, we will release the following features in Talkdesk Studio™.

New:

• Manual Outbound Recording Call Compliance: This feature allows Talkdesk customers to configure the appropriate controls to be compliant on call recording of outbound calls. As a consequence, this feature removes the need for agents to remember to ask contacted parties for authorization to record the call; instead, Studio can be leveraged to automatically advise contacted parties that a call will be recorded, allowing the contact to take action if they don’t wish to be recorded (e.g., hanging up, remaining on the line, and advising the agent to not record)
• “Outgoing call” Component: To allow for “Manual Outbound Call Recording Compliance” automated messages, Talkdesk is releasing a new Studio flow type that will start when the contact person answers a manual outbound call. The "Outgoing call" component is the initial step for this new flow type definition and allows the admin to access contact and interaction details.
• “Hangup” Component: This component aims at disconnecting the call from both the contact person and the agent when, for example, the contact person does not consent to the recording of the call.

For more information, please visit our Studio Advanced Documentation.

 

 

November 20, 23 - Talkdesk Studio: References in Number Input Fields

On Monday, November 20th, 2023, we will release the following enhancement in Talkdesk Studio™:

Enhancement:

• References in number input fields: In the scope of scaling Studio Flows referencing model, the usage of variables becomes available in Studio components’ number input field types. Usage examples include the “Weight ratio” field in the “Traffic splitter” component as well as the waiting time, ringing time, and timeout fields that are present in “Assignment and dial”, “Forward to external” and “Callback” among other Studio components.

October 16, 2023 - Talkdesk Studio: Referencing Dynamic Fields across Studio Flows

On Monday, October 16th,  2023, we will begin the progressive rollout of the following enhancement in Talkdesk Studio™:

Enhancement:

• Referencing dynamic fields across Studio flows (number and text input fields): Studio flows’ referencing model will scale to support reference capabilities across the components’ number and text input fields, in addition to selecting a literal value.
  In runtime, Studio will now apply the necessary transformations to unexpected step property values (such as mismatching types or out-of-bounds values) to make them compliant, whenever possible. Otherwise, Studio falls back to triggering the “Error handling” behavior configured for that step.
  This way, the Studio platform is prepared for unpredictable behaviors in runtime, given that the static type and format validations performed over literal values currently do not apply when using references.

 

September 28, 2023 - Talkdesk Studio: UUI SIP Header

 On Thursday, September 28th, 2023, we will release the following feature in Talkdesk Studio™:

New:

• “Incoming Call” User to User Information (UUI) SIP Header:  The “Incoming call” component in Studio will now support the ability to retrieve a UUI SIP header, mapped into variables, that can be used in the context of a specific flow. UUI SIP headers can contain information about the caller, the call destination, and other attributes used to efficiently manage incoming calls and route them to the appropriate agents. With this feature, agents are provided with external content for the interaction.

Note:

• UUI is only available for Bring Your Own Carrier (BYOC) numbers and not for Public Switched Telephone Network (PSTN) numbers. 

For more information, please visit our Incoming call component documentation.

 

July 18, 2023 - Talkdesk Studio: “Forward to External Number” Studio Component

On Thursday, July 18th, 2023, we will begin the progressive rollout of the following enhancements in Talkdesk Studio™:

• Increase in maximum ringing time in the “Forward to External Number” Studio component: Flow Administrators can now set the ringing time of the “Forward to External Number” Studio component up to a maximum of 600 seconds. With this enhancement, ringing times set in the “Forward to External Number” Studio component can now range from 1 to 600 seconds, with 35 seconds being the default value.
  
  • Notes: 
    • This ringing time is included in the call cost. 
    • The maximum ringing time can be limited by the callee service provider.

• Removal of the “Beep” Tone: With this enhancement, the “beep” tone used to announce the addition of a participant to a conference call is now disabled by default in the “Forward to External Number” Studio component.

 

July 11, 2023 - Talkdesk Studio: Provider's Early Media

On Tuesday, July 11th, 2023, we will begin the progressive rollout of the following feature in Talkdesk Studio™: 

New:

• Provider’s Early Media: A manual outbound call to an external number using the Forward to External Number Studio component or the Conversations app now provides agents with Early Media of the contact person’s service provider.
  During the initial call setup, agents can now hear dialing tones or any other media, allowing them to understand the status of the call setup process (e.g., ringing, number unavailable, busy, among others). This feature provides a way to avoid situations in which the agent has to wait a long time before notification of the call not being established is heard.

 

June 28, 2023 - Talkdesk Studio: Dynamic Referencing Fields

On Wednesday, June 28th, 2023, we will release the following enhancement in Talkdesk Studio™: 

Enhancement:

• Dynamic Referencing Fields: Studio component fields that earlier allowed to reference a variable using the syntax "%{current_flow.variable_name}” have now been enhanced to automatically convert a variable being referenced into a chip. When converting, the variable’s display name will be shown, and a visual color code will indicate whether the variable is valid (green) or invalid (red) if the variable does not exist, the reference is inaccurate, or the variable type is incorrect.
  For a simpler and enriching referencing experience, a helper has been added to these fields so that the Admin can select the variables from the dynamic value dropdown instead of using the above-mentioned syntax.

 

June 26, 2023 - Talkdesk Studio: Text-to-Speech

On Monday, June 26th, 2023, we will release the following enhancement in Talkdesk Studio™: 

 

Enhancement: 

• Text-to-Speech Upgrade: Text-to-Speech services within Studio will be upgraded, providing customers with improved voices across all countries included in Talkdesk CX Cloud Text-to-Speech services. The degree of difference noticed will depend on the locale/language. In most cases, the synthesized speech has been refined to provide a more natural and lifelike synthesized speech experience. These new voices will automatically be made available to all Talkdesk customers, and existing Studio flows will map directly to the new voices. There will be no additional charges associated with the new voice enhancements. 

April 19, 2023 - Talkdesk Studio: Functions

On Wednesday, April 19th, 2023, we will release the following features for Talkdesk Studio Functions:

New:

• Editing published Functions: It is now possible to edit a published function. With this enhancement, you can change a function code and add inputs and outputs. For every edition of a published function, a backup will be created.  

• Deleting Functions: It is now possible to delete a function. With this enhancement, you can delete a function, even if it's published. It will, however, remain visible under the status deleted. 

• Filtering Functions: With this new feature, it is possible to filter functions based on their status. By default, both deleted and backup functions are hidden from the list.  

For more information, please read our Talkdesk Studio Functions documentation.

 

March 31, 2023 - Talkdesk Studio: Permissions

On Monday, April 3rd, 2023, we will release the following feature  in Talkdesk Studio™: 

New:

• Studio “View”, “Manage”, and “Publish” permissions in “Admin” > “Roles and Permissions”: In this menu, Admins can now grant permissions as a way to guarantee that only users with these roles can perform specific actions in Studio Flows and Modules.
  Though users will see all the options available in Flows and Modules, these finer permissions will regulate users’ access to a set scope of actions. Initially, an error message will be displayed if users attempt to execute an operation for which they do not have permission. Iteratively, the actions to which the user was not granted access will be hidden, as a strategy to improve the user experience around Studio permissions.  

         The permissions enable users to perform the following actions:

• “View”: In the Editor, users can see published, draft, and archived flows and modules, open them in read-only mode, export them, and, in the Manager, see the “Manage numbers” option on flows.
• “Manage”: Users can edit, save, restore, and duplicate flows and modules in the Editor. This permission allows users to create, duplicate, delete, rename, and edit draft flows and modules, as well as see the flows’ limit and notices. 
• “Publish”: In the Editor, users will be able to publish flows and modules, and in Manager, they will be able to manage numbers (assign, unassign, and reassign phone numbers to Studio flows).

Note: Please be aware that you will only be able to see the Studio app and perform "Manage" actions if you have “View” permission. In addition, you can only perform "Publish" actions if you have “View” and “Manage” permissions.

 

March 22, 2023 - Talkdesk Studio: Filters

Between Tuesday and Wednesday, March 21st and March 22nd, 2023, we will be rolling out the following new feature to Talkdesk Studio™: 

New:

• Filter Studio Flows by Flow Type:  From now on, it is possible to filter Studio Flows by flow type in the Studio Flow Manager.

 

New: 

• Prompts: The new “Prompts” menu in Studio is a centralized assistant platform that enables you to manage audio prompts independently from a Studio flow, so you can replace, rename and delete existing audio files without having to change multiple voice components in a Studio flow. 

What’s included

• Creating Prompts: It is possible to create new prompts by uploading audio files that can be referenced in a Studio flow through a “play audio” widget in components such as “Play Audio”, “Assignment and Dial”, “Input IVR”, and “Standard IVR”, among others.
• Editing Prompts: Users can rename existing audio files or replace audio files that are being used in one or more Studio flow steps.
• Deleting Prompts: Users can delete audio files that are no longer in use.
• Visualization of a Prompts’ list: A list of prompts is displayed to enable users to see and manage all account prompts. 
• Prompts Usage: When a prompt is listed, users can easily see and understand where a prompt is being used. 
• Downloading audio files: Users can download and bulk download audio files to store or regain access to them. 

How to Access

“Prompts” is installed by default for all Talkdesk accounts that use Studio. 

To start using “Prompts”, open the Studio app and click on the “Prompts” tab.

 

March 8, 2023 - Talkdesk Studio: Continuity Settings

On Wednesday, March 8th, 2023, we will release the following features and an enhancement in Talkdesk Studio™: 

New:

• Continuity Settings “Enable” and “Disable” options: You can now use the “Enable” button to activate the Continuity Settings in the event of an incident that prevents your contact center from operating correctly; when the system is restored, you can use the “Disable” button to deactivate the Continuity Settings.
• Continuity Settings specific “View”, “Update” and “Activate/Deactivate” Permissions: Configuring the Continuity Settings now requires specific permissions that can be adjusted in the Roles and Permissions section within the “Admin” app.

Enhancement: 

• Continuity Settings displayed within the “Admin” app: Continuity Settings has now moved from the Studio app to the Admin app.

 

February 22, 2023 - Talkdesk Studio: Modules

On Wednesday, February 22nd, 2023, we will release the following feature in Talkdesk Studio™:

New:

• Exposing Context from a Module: It is now possible to expose variables from a Module to be displayed in Conversations and used in different automations. 

 

December 19, 2022 - Talkdesk Studio: Modules

On Monday, December 19, 2022, we will release the following enhancement in Talkdesk Studio™:

Enhancement:

• The Studio components that are available for an account are now also available, by default, in Modules.

 

December 12, 2022 - Talkdesk Studio: Modules

On Monday, December 12, 2022, we will release the following feature in Talkdesk Studio™:

New:

• Enablement of Studio Modules in all types of flows: In this release, Studio Modules becomes available on “API request” and “Incoming message” flows. Modules’ common functionalities are extended, with logic capable of being reused across compatible flows and for post-call actions of voice flows.
  
  

November 30, 2022 - Talkdesk Studio: Forward to Phone

On Friday, December 2nd, 2022, we will release the following new feature to Talkdesk Studio™.

New:

• Forward to Phone: In accounts with Talkdesk Phone, you can use this component to automatically forward calls, internally, from your Contact Center to a Phone user you can select in the Preferences tab. You can also set the maximum time the call should ring the Phone users before exiting to another component.

 

For more information, please check our Talkdesk Phone documentation or the Forward to Phone documentation.

 

 

September 28, 2021 - Talkdesk Studio: Error Handling

On Tuesday, September 28th, 2021, we will release the following enhancement to Talkdesk Studio™ components. 

• Error handling:With this update, we provide flow administrators with the ability to configure the most suitable experience to contact persons, under unexpected component failure scenarios. A new "Error handling" section in the "Exits" tab of all Studio components (except the initial steps and “End Flow”) enables you to direct unforeseen technical faults during the execution of components to an appointed exit. In this first iteration, this exit can either be a default “End Flow”, or an alternative path that can be defined by choosing the "Define Custom Exit" option and adding a new step to route the call. 

To find out more about this feature, please refer to ourStudio Advanced Documentation(from September 28th onwards). 

 

September 15, 2021 - Talkdesk Studio: Archiving Audio Files 

  

March 29, 2021 - Talkdesk Studio: Callback Post-Call Actions

On Monday, March 29th, 2021, we will release an enhancement to the Callback component in Talkdesk® Studio™.

The Callback component now enables the configuration of post-call actions. Through the new “Call finished” exit, it is possible for a flow to continue its execution, even after a call between the contact person and the agent has finished. This enables new post-call use cases, related voice surveys, and automations.

For more information, visit our Studio Advanced Documentation.

 

March 3, 2021 - Talkdesk Studio: Callback  

On Wednesday, March 3rd, 2021, we will progressively start releasing an enhancement in Talkdesk® Studio™ that will be visible in theStudio Flow Execution Report.

The “Time in Step” column of this report represents the time spent in a specific component of the flow. From now on, this time will also include the time spent on the call, as theCallbackwill be executed until the call between the contact person and the agent is finished.

Previously, the component was only executed until the agent answered the callback, and the “Time in Step” would only include the time spent in the queue. From now on, the “Time in Step” of a Callback will also include the duration of the call between the agent and the contact person.

As a result, a successful conversation between an agent and a contact in the scope of a Callback will now display a “call_finished” exit in the Studio flow execution report.

Additional exit names are now displayed in the report:

• agent_rejected: when the agent rejects the callback.
• contact_rejected: when the contact person rejects or does not answer the callback.
• call_aborted: when the agent answers the call and hangs up while the contact person is being dialed or during a blind transfer from Agent A to Agent B, in which Agent B rejects the call (with voicemail setting enabled).

This enhancement is being implemented in preparation for the release of post-call configurations in the Callback component, which will allow the flow to be executed even after the conversation between the contact person and the agent finishes.

 

December 2, 2020 - Talkdesk Studio: Inbound Voice and Hangup Call Components

On Wednesday, December 2nd, 2020, we will release the following enhancements in Talkdesk® Studio™:

 

Hangup Call 

• This component has been renamed End Flow.
• The component's icon has been redesigned.
• The step editor has been removed and replaced by theRename Step and Delete Step buttons.
  

Inbound Voice 

• The component's icon has been redesigned

These changes aim to improve the appearance, readability, and overall user experience, with the components in your flow now being presented in the following manner:

 

October 30, 2020 - Talkdesk Studio: Post-call Actions

On Friday, October 30th, 2020, we will release an enhancement to the Assignment and Dial component in Talkdesk® Studio™.

The Assignment and Dial component will now allow for post-call actions to be configured, such as phone surveys, thus enabling real-time data collection.

For more information, visit our Studio Advanced Documentation from November 2nd onwards.

 

October 26, 2020 - Talkdesk Studio: Flow Execution Report

On Monday, October 26th, 2020, we will release an enhancement in Talkdesk® Studio™ which will be visible in the Studio Flow Execution Report.

The “Time in Step” column of this report represents the time spent in a specific component of the flow.  From now on, this time will also include the time spent on the call, as the Assignment and Dial component will be executed until the call between the contact person and the agent is finished. Previously, the component was only executed until the agent answered the call and, because of this, the “Time in Step” did not include the call.

The enhancement is being implemented in preparation for the release of post-call configurations in the Assignment and Dial component, which will allow the flow to be executed even after the call between the contact person and the agent is over. For more information on this component, please visit ourStudio Advanced Documentation. 

 

On September 28th, 2020, we will begin the rollout of an enhancement to the Salesforce Data Dip component in Talkdesk® Studio™.

A new “Timeout” exit is now available, where the maximum waiting time for a response can be configured, according to your preference. Values for this timeout can go from 1 up to 10 seconds (max.).

For more information on this enhancement, visit our Studio Advanced documentation.

On Friday, February 28th, 2020, Talkdesk will update Studio’s voice recognition and speech synthesis capabilities to support additional languages.  

In addition to the languages that are currently supported in “Text to Speech” and “Speech to Text” functionalities available in certain components, Studio will now support the following languages: 

• Catalan (Spain)
• Danish (Denmark)
• Dutch (Netherlands)
• English (Australia)
• English (Canada)
• English (India)
• Finnish (Finland)
• French (Canada)
• Japanese (Japan)
• Korean (South Korea)
• Norwegian Bokmål (Norway)
• Polish (Poland)
• Spanish (Mexico)
• Swedish (Sweden)

The Studio components that will be adjusted to include these additional languages are the following:

• Assignment & Dial
• Callback
• Standard IVR
• Voice IVR 
• Play Audio
• Voice Transcription 
• Input IVR

For more information on Studio’s components, voice recognition, and speech synthesis capabilities, visit ourStudio Advanced Documentation.