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Release Notes | Talkdesk for Salesforce Voice
Published • Last Updated

Talkdesk for Salesforce Voice allows Agents and Supervisors to maintain their day-to-day activities inside Salesforce without toggling between different tabs and products, thus maintaining a single pane of glass within Salesforce.

 

May 11, 2026 | Talkdesk for Salesforce Voice 3.2

Important Branding Update: Salesforce has officially rebranded "Service Cloud Voice" to “Salesforce Voice”. To stay aligned with this change, our product name is transitioning from Talkdesk for Service Cloud Voice (T4SCV) to Talkdesk for Salesforce Voice (T4SV). You will see this new naming reflected across our documentation and interface moving forward.

On Monday, May 11, 2026, we will release the following new features and fixes for Talkdesk for Salesforce Voice:

New:

  • Recordings on Consultations: We now support call recordings during the consultation phase. When this setting is enabled in Talkdesk, the system will continue to record even if only two agents are consulting with each other.
  • Queue Name on Voice Call Record: The Queue Name field on the Voice Call record is now automatically populated with the Talkdesk queue name when the record is created. This gives agents immediate context on the customer's intent, helping them tailor the conversation accordingly.
  • Waiting Music Unified Routing: It is now possible to add waiting music directly to the Trigger Salesforce Unified Routing component in Talkdesk Studio. This enhancement ensures that callers experience a seamless transition with hold music while the call is being routed by Salesforce. Details can be found here.
Recordings on Consultations

Fixes:

  • Automatic Logout: Fixed an issue where logging out of Salesforce Voice (SFV) would not log the user out of Talkdesk. 
  • Hold/Resume Functionality: Resolved an intermittent issue that prevented agents from being able to resume a call after placing it on hold.
  • Recording Permissions: Fixed a bug that allowed agents to manually initiate a call recording even when the recording feature was disabled at the account level.
  • Autopilot Escalation Transcripts: Fixed an issue where transcriptions for the live conversation between an agent and a customer were not being displayed in SFV if the call had been escalated from an Autopilot component in a Studio flow.
  • Unified Routing Transfers: Resolved a bug where certain transfer scenarios were failing to execute correctly when leveraging Salesforce Unified Routing.

How to Upgrade / Install: 

Version 3.2 of the Talkdesk for Salesforce Voice package will be available on May 8, 2026, via AppExchange.

 

January 21, 2026 | Talkdesk for Salesforce Voice 3.0

On Wednesday, January 21, 2026, we will release the following new features and enhancements for Talkdesk for Salesforce Voice:

New:

  • Salesforce Unified Routing: Admins can now leverage the Salesforce Unified Routing solution by triggering a Salesforce flow through Talkdesk Studio. With this new routing option, Talkdesk voice calls can be routed by Salesforce alongside other Salesforce digital channels. Documentation is available here.
  • Embedded Talkdesk Digital channels: Until now, Talkdesk for Salesforce Voice (T4SV) was incompatible with Talkdesk Conversations, limiting access to Talkdesk digital channels. Now, digital channels can be assigned directly to T4SV users and accessed within Salesforce via the embedded Talkdesk Conversations interface.

Fixes:

  • Omni-Channel Presence Sync: Fixed a bug where an agent's presence status would remain stuck in After-Call Work (ACW) after a blind transfer.
  • Call Recording Toggle: Fixed a bug where the call recording toggle on the Phone component of the Voice Call lightning record page was enabled even when outbound call recording was disabled in the settings. 

How to Upgrade / Install: 

  • Version 3.0 of the Talkdesk for Salesforce Voice package will be available on January 21, 2026, via AppExchange.

 

June 17, 2025 | Talkdesk for Salesforce Voice 2.16

On Tuesday, June 17, 2025, we will release the following new feature and enhancements for Talkdesk for Salesforce Voice:

New:

  • Copilot Disposition and Summary: Admins can now enhance Agents' wrap-up experience by enabling the new “Copilot Disposition and Summary” setting which automatically populates the “Call Resolution” and “Description” fields in the Voice Call record with Copilot-suggested Disposition and Call Summary, respectively. Documentation can be found here.

Enhancements

  • Salesforce Voice (SCV) Talkdesk Admin: 
    • The “SCV Settings” and “omnichannel Flows Settings” tabs in the SCV Talkdesk Admin page will now be hidden if Talkdesk for Salesforce Voice is not yet setup.
    • When enabling a setting in “SCV Settings” (e.g. ACW), the toggle will be greyed out while the operation is being processed. 

How to Upgrade / Install: 

  • Version 2.16 of the Talkdesk for Salesforce Voice package will be available on June 17, 2025, via AppExchange.

 

May 8, 2025 | Talkdesk for Salesforce Voice 2.15

On Thursday, May 8, 2025, we will release the following new features and fixes for Talkdesk for Salesforce Voice:

New:

  • Internal Calls with Salesforce Voice: Agents can now access the Phone Book feature in the Salesforce omnichannel widget. This enables agents to quickly initiate agent-to-agent calls (internal calls to other Talkdesk agents). Documentation can be found here.
  • Call Talkdesk Favorite external contacts: Agents can now call external contacts configured as Talkdesk Favorite external contacts through the Phone Book by accessing the “Directory” filter. This filter option will also be available when agents perform a transfer, allowing them to transfer to external contacts as well. Documentation can be found here.

Notes: 

  • The Phone Book capability will be available in all packages starting on May 8th.
  •  Agents can only leverage the internal call functionality if the latest package is installed.

Fixes:

  • Return to previous status: Fixed an issue that occurred when the "Pop-up Window with Talkdesk Connection" feature was enabled, where the agent’s presence status would not revert to their pre-call status upon finishing up the current call.
  • Authentication errors using Salesforce API: Resolved an issue causing an increase in Salesforce API authentication errors, particularly when updating VoiceCall records or sending live transcription "utterances".

How to Upgrade / Install: 

Version 2.15 of the Talkdesk for Salesforce Voice package will be available on May 8, 2025, via AppExchange.

 

March 20, 2025 | Talkdesk for Salesforce Voice 2.14

On Tuesday, March 20, 2025, we will release the following enhancement for Talkdesk for Salesforce Voice:

Enhancement:

  • Omnichannel Status Mapping: The "On Call" and "After Call Work" statuses in the Talkdesk-to-Salesforce status mapping table are now the only mandatory status to map. This prevents agents from appearing as "Available" in the Salesforce Omnichannel during calls or after-call work, reducing confusion and ensuring a more accurate status display. For unmapped statuses, Salesforce will act as the source of truth.

How to Upgrade / Install: 

Version 2.14 of the Talkdesk for Salesforce Voice package will be available on March 20th, 2025, via AppExchange.

 

February 17, 2025 | Talkdesk for Salesforce Voice 2.13

On Monday, February 17, 2025, we will release the following new feature and enhancement for Talkdesk for Salesforce Voice:

New:

  • Single Sign-On (SSO): Users can now log in to Talkdesk automatically when accessing the omnichannel widget in Salesforce, eliminating the need to manually enter the account name. For more information, please refer to the Setting up Talkdesk for Salesforce Voice article.

How to Upgrade / Install: 

Version 2.13 of the Talkdesk for Salesforce Voice package will be available on February 17, 2025, via AppExchange.

 

January 6, 2025 | Talkdesk for Salesforce Voice 2.12

On Monday, January 6th, 2025, we will release the following enhancements and fixes for Talkdesk for Salesforce Voice:

Enhancements:

  • Single Sign-On: With the "Seamless Login with SSO" configuration enabled, agents are automatically connected to Talkdesk after entering their account name on Salesforce, streamlining the login process. 
  • Removal of Unnecessary Components: Unused components (fields) from the Talkdesk for Salesforce Voice package have been removed.

Fixes:

  • Transfer Error Message: Fixed a bug where a transfer error message was displayed incorrectly for successful call transfers.
  • Next/Previous Call Fields: "Next"/"Previous" call fields are no longer populating incorrectly.

How to Upgrade / Install:

Version 2.12 of the Talkdesk for Salesforce Voice package will be available starting January 6, 2025, via AppExchange.

 

November 12, 2024 | Talkdesk for Salesforce Voice 2.11

On Monday, November 11th, 2024, we will release the following for Talkdesk for Salesforce Voice:

New:

  • Talkdesk Trusted URLs: A new section is now available in the “SCV Setup Data” tab, allowing admins to create (automatically or manually) the Talkdesk Trusted URLs as part of the setup process. This new setup step follows Salesforce’s change to Content Security Policy announced here.
  • Agents' access to Talkdesk Live: Agents with permission to access Talkdesk Live can now view it directly within Salesforce, enhancing their visibility into real-time data.

Enhancements:

  • Contact search loading for transfers: When agents initiate a transfer, they will now experience progressive loading while scrolling through the contact list. This update removes the previous 50-contact load limitation.

How to Upgrade / Install:

Version 2.11 of the Talkdesk for Salesforce Voice package will be available starting November 12th via AppExchange.

 

October 15, 2024 | Talkdesk for Salesforce Voice 2.10

On Tuesday, October 15th, 2024, we will release the following enhancements and fixes for Talkdesk for Salesforce Voice:

 

Enhancements:

  • Compatibility with Google Storage Partition: This update ensures full compatibility with the Google partitioning model launched in the Google Chrome browser version 127, including the pop-up window with Talkdesk Connection.

Note: To read more information, please read the product notice here.

  • Connection lost notification and reconnection attempts: Agents will receive a warning toast when they lose connection and Talkdesk will try to reconnect for 2 minutes. If reconnection is successful, they will receive a confirmation toast. After 2 minutes without reconnection, the Talkdesk widget will pop and agents will be prompted to refresh the browser, as per existing behavior.

Fixes:

  • Two-way status sync: Fixed an issue where agents would get stuck in ACW when the two-way status sync was enabled.
  • Click-to-call: Fixed an issue where the click-to-call functionality was disabled after an agent rejected a call.
  • Connection lost: Fixed an issue where the connection from Salesforce to Talkdesk would get lost every few minutes.

How to Upgrade / Install:

Version 2.10 of the Talkdesk for Salesforce Voice package will be available on AppExchange from October 14 onwards.

 

June 6, 2024 | Talkdesk for Salesforce Voice 2.9

On Thursday, June 6th, 2024, we will release the following features and enhancements for Talkdesk for Salesforce Voice:

New:

  • Setting to record voice calls on Outbound Studio Flows: Now, when used on outbound flows, the “Record” component will be respected. This component provides the ability for the recording to be enabled or disabled on a given call flow, which will be in sync with the Salesforce Voice call toggle and UI. By extension, transfers that originate from outbound calls will also benefit from this. 
  • Agent-Initiated Pause Recording: This Talkdesk setting is now being respected on the Voice call recording toggle, allowing the agents that have this permission to pause and resume the recording when needed.
  • Salesforce Dialer on Regional Cloud: Now, T4SV with SF Dialer is supported on all regional clouds. 

For more information about the new feature, please visit our documentation.

 

Enhancements:

  • Compatibility with the recent changes to CSP (US region only): This package version will include Talkdesk URLs in the Trusted URLs list in Salesforce, for the United States region only. The Salesforce’s upcoming Summer ‘24 release will introduce a breaking change that will impact Talkdesk functionality for accounts using the Talkdesk for Salesforce Voice connector. Dynamic support for all regions will be added soon, more information here.

How to Upgrade / Install:

Version 2.9 of the Talkdesk for Salesforce Voice package will be available from June 6 by request via Talkdesk Support and from June 11 onwards on AppExchange.

 

March 25, 2024 | Talkdesk for Salesforce Voice 2.8

On Monday, March 25, 2024, we will release the following features and enhancements for  Talkdesk for Salesforce Voice:

Note: This new version of the Talkdesk for Salesforce Voice package requires the Talkdesk for Salesforce package version 6.1 to be installed. 

 

New:

  • Two-way Status Sync: Talkdesk for Salesforce Voice now supports the sync of status from Talkdesk to Salesforce, allowing the two-way status sync to happen between the two platforms. This will help prevent the loss of calls due to asynchronous statuses and make it easier for agents/supervisors to understand the SF omnichannel status.

After having the upgraded package the customers should request the feature activation via Talkdesk Support. For more information about the new feature, please visit our documentation.

 

Fixes:

  • omnichannel login: Fixed a bug that is preventing several agents from log in to the omnichannel

How to Upgrade / Install

The new Talkdesk for Salesforce Voice package (version 2.8) is being pushed to sandboxes on March 25. For Production environments, the new package will be available on AppExchange from April 8 onwards.

 

December 13, 2023 | Talkdesk for Salesforce Voice 2.7

On Wednesday, December 13, 2023, we will release the following features and enhancements for Talkdesk for Salesforce Voice:

 

Note: This new version of the Talkdesk for Salesforce Voice package requires the Talkdesk for Salesforce package version 5.6 to be installed. 

 

New:

  • Pop-up Window with Talkdesk Connection: Admins can now choose to have the Talkdesk connection outside the Salesforce window for T4SV, allowing agents to refresh the Salesforce browser while on call and without losing connection. This feature is disabled by default and only available for the US region. Enablement requires engagement with Talkdesk.
    • For more information about the new feature, please visit our documentation.

Enhancements:

  • Agent Wrap-up Settings: When agents are assigned the “Talkdesk for SCV” call center in Salesforce, the Talkdesk Wrap-up (ACW) configurations will automatically be updated to:
    • “Wrap-up stage” enabled
    • “Include Internal Transfers” enabled
    • “Wrap-up form” disabled
  • Notification when a call is disconnected by the contact: Agents will see a modal prompting the agent to close the voice call when the agent can answer a call that was already disconnected by the contact.

Fixes:

  • SCV Setup: Fixed the bug where customers were not able to set up or disconnect the T4SV contact center.
  • Wam Transfer: Fixed the bug where an agent was not able to perform a second warm transfer after canceling the first one. 

 

September 25, 2023 | Talkdesk for Salesforce Voice 2.5

On Monday, September 25th, 2023, we will release the following feature for Talkdesk for Salesforce Voice:

 

Note: This new version of the Talkdesk for Salesforce Voice package requires the Talkdesk for Salesforce package version 5.3.2 or above to be installed. The upgrade must be requested through your Customer Success Manager or Talkdesk Support.

 

New:

  • Einstein Conversation Insights - Admins and Supervisors can now leverage Salesforce Einstein Conversation Insights to focus on key moments of the conversation and to easily identify topic trends, such as mentions of competitors and products. 

For more information about these new features, please visit our documentation.

 

 

August 29, 2023 | Talkdesk for Salesforce Voice 2.4

On Tuesday, August 29, 2023, we will release the following features, enhancements, and fixes for Talkdesk for Salesforce Voice:

Note: This new version of the Talkdesk for Salesforce Voice package requires the Talkdesk for Salesforce package version 5.3 to be installed. 

 

New:

  • Dynamic Outbound Caller ID:  Admins can now define business rules to choose which outbound phone number is displayed when a call is launched.
  • SF Sales Engagement: Salesforce Sales Engagement (previously High Velocity Sales) is now supported by Talkdesk for Salesforce Voice, allowing Admins to create custom sales processes to guide sales reps.

For more information about these new features, please visit our documentation.

 

Enhancements:

  • Status sync notification: Agents will receive a warning toast prompting the agent to refresh the browser when the agent presence status is out of sync, due to loss of connection between Talkdesk and Salesforce.
  • Talkdesk widget:  The Talkdesk widget will pop up if the connection is lost between Talkdesk and Salesforce. The widget will include a refresh button that will refresh the page for reconnection.
  • Notification when call routed to another agent: Agents will see a modal prompting the agent to close the voice call when the agent is able to answer a call that was already routed to another agent.

 

Fixes:

  • After Conversation Work in Salesforce:  The After Conversation Work in Salesforce will now be automatically closed when the agent starts an outbound call, avoiding the 200% capacity issue.

 

 

June 6, 2023 | Talkdesk for Salesforce Voice 2.2

On Tuesday, June 6th, 2023, we will release the following features and enhancements for Talkdesk for Salesforce Voice:

Note: This new version of the Talkdesk for Salesforce Voice package requires the Talkdesk for Salesforce package version 5.3 to be installed. The upgrade must be requested through your Customer Success Manager or Talkdesk Support.

 

New:

  • Swap on Warm Transfers: Now, Agents can use the swap capability on transfers,  allowing them to switch between two call legs, putting one of them on hold and activating the other. 
  • Auto Case Pop: Admins can now configure Talkdesk automations to automatically display a new case to agents in Salesforce when a call is made or received in T4SV.
  • Phone Number Masking for Outbounds: Admins can now enable the phone number masking capability for outbound calls, masking the number in the omnichannel widget and the voice call record.
  • Auto Accept Work Items: Admins can now configure the phone channel to automatically accept work requests in T4SV. 
  • Salesforce omnichannel Flows with T4SV: Admins can now set up routing requirements using Salesforce omnichannel Flows and trigger them with Talkdesk Studio. Enablement of this feature is conducted by Talkdesk.

For more information about these new features, please visit our documentation.

 

Enhancements:

  • SCV Talkdesk Admin tab: The layout was improved. 

Fixes:

  • Keypad on transfers for external numbers: Fixed the bug where agents were unable to use the keypad when making a transfer to external numbers.
  • Recording toggle: The recording toggle now shows the correct status of the recording.
  • Pause/resume call recording after a transfer: Fixed a bug where agents would see an error every time they tried to pause the call recording after a transfer.

 

March 10, 2023 | Talkdesk for Salesforce Voice 2.0

On Monday, March 13th, 2023, we will release version 2.0 Talkdesk for Salesforce Voice.

Talkdesk for Salesforce Voice (T4SV) is an add-on to the Talkdesk CX cloud product that integrates Talkdesk voice communications with Salesforce Salesforce Voice.

 

What’s included

Fully embedded call center experience within Salesforce:

  • Call controls within Salesforce omnichannel widget and Phone component.
  • Inbound and outbound use cases with support for blind transfers, warm transfers, and consults.
  • Embedded call recordings and live transcriptions, with the possibility to pause and resume both.
  • Embedded Talkdesk Live reporting and comprehensive call monitoring in Salesforce Omni-Supervisor.
  • Compatible with Talkdesk Conversations mobile app.

Easy setup and configuration:

  • Plug-and-play solution, with fully automated enablement and setup process.
  • Ability to choose the best Salesforce experience for your reps, by easily switching agents between Talkdesk for Salesforce Voice and Talkdesk for Salesforce solutions.
  • Supports Salesforce Shield Encryption.
  • Advanced routing capabilities, global reach, and best-in-class call quality.

Talkdesk for Salesforce Voice is an add-on and requires additional licensing.

 

For more information, please check our Talkdesk for Salesforce Voice documentation.

 

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