Release Notes | Talkdesk Agent Workspace: Conversations (Cross-channel)

 

Conversations is an Agent Workspace app that allows users to handle inbound and outbound, voice, and digital customer conversations from their desktop or web browser. 

With Conversations, Agents can manage all inbound and outbound interactions using voice, SMS, Email, and live chat, all in one place. It provides visibility on what’s happening in all channels in one single thread.

 

February 14, 2024

On Wednesday, February 14th, 2024, we will begin the progressive rollout of a new feature for

Agent Workspace Conversations (cross-channel):

New:

  • Activity tab in Conversations App: With this feature, agents no longer need to switch between apps to access contacts' activities. A new Activities tab allows agents to view the contact's past activities directly in the Conversations App, increasing the agent's productivity and efficiency.

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 18, 2024

On Thursday, January 18th, 2024, we will release the following feature for Agent Workspace Conversations (Cross-channel):

New:

  • Channels Loading Failure Feedback: From now on, agents will be able to quickly identify the problematic channel, understand the issue, and take appropriate actions. Meanwhile, other channels continue loading seamlessly.
Conv Panel Expanded Conv Panel Collapsed Small Viewports

For new capabilities available on Conversations, please check the Conversations Release Notes section.

All Articles ""
Please sign in to submit a request.