Talkdesk Advanced Dialer™ is an enterprise-level dialer and campaign management solution that offers all dialing modes, including high-performance predictive dialing, while ensuring strict compliance with global regulatory requirements.
October 6, 2026
On Thursday, October 6, 2026, we will begin the release of the following new feature for Talkdesk Advanced Dialer™.
New:
Talkdesk Advanced Dialer™ now provides four new automation triggers in Automation Designer dedicated to Preview Dialer workflows, alongside expanded context payloads for connected call events. These additions allow contact center administrators to synchronize external CRMs and databases in real time, trigger contextual screen pops, log agent skip reasons, and track rescheduled callbacks.
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New Automation Designer Triggers for Preview Dialer:
- When an advanced dialer preview screen is shown to an agent: Fires immediately when a preview record is presented in the agent interface. Use this to trigger CRM screen pops, display custom agent guidance, or pre-fetch customer history before dialing.
- When an advanced dialer preview call is skipped: Triggers whenever an agent skips a presented record (whether requeued, rescheduled, or finalized), enabling compliance auditing and skip-reason logging in external tools.
- When an advanced dialer preview call is rescheduled: Fires when an agent reschedules a preview contact, facilitating automated calendar reminders or external CRM callback tasks.
- When an advanced dialer preview call is ringing to a customer: Triggers at the moment the outbound call leg starts ringing the contact after the agent initiates connection.
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Enriched Call Connected Payload:
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When an advanced dialer call is connected: Now passes expanded context and identifiers downstream to automated actions and webhooks, including:
- Identifiers: interaction_context_id, record_id, list_id, and campaign_id
- Agent & Telephony Info: agent_id, agent_name, and outbound cli (ANI)
- Campaign Context: campaign_name, dialing_mode, and interaction_started_at
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When an advanced dialer call is connected: Now passes expanded context and identifiers downstream to automated actions and webhooks, including:
How to Use
| Configuration Path | Talkdesk Admin / Studio → Automation Designer → Create / Edit Automation → Source: Advanced Dialer. |
| New Event Names in UI |
• An advanced dialer preview screen is shown to an agent (advanced_dialer_preview_call_presented) • An advanced dialer preview call is skipped (advanced_dialer_preview_call_skipped) • An advanced dialer preview call is rescheduled (advanced_dialer_preview_call_rescheduled) • An advanced dialer preview call is ringing to a customer (advanced_dialer_preview_call_ringing_to_customer) |
| Enhanced Event Name | • An advanced dialer call is connected (advanced_dialer_call_connected) |
| Campaign Mode Constraints | Preview triggers require campaigns running in Preview mode. The Call is connected event triggers across all Advanced Dialer campaign modes. |
For more information on Advanced Dialer, please read this Knowledge Base section.
April 8, 2026
Preview: This feature is available for select Advanced Dialer customers.
On Wednesday, April 8, 2026, we will begin the progressive release of the following new feature for Talkdesk Advanced Dialer™.
New:
Agent-Level Blending allows agents to automatically switch between outbound and inbound tasks. It prioritizes inbound traffic to reduce missed calls and maximizes productivity during dialing gaps.
- Granular Blending Controls: Admins can now enable blending for individual agents rather than the whole account.
- Action: Configure via the Users app or use Bulk Update in Advanced Dialer Settings.
- Value: Tailor workflows to specific roles (e.g., hybrid vs. outbound-only agents) for better operational flexibility.
Inbound-First Idle Behavior: Agents can now be set to be idle by default in inbound, ensuring they are ready for incoming interactions immediately.
- Change: Previously, blended agents could only be idle within outbound campaigns.
- Value: Minimizes missed inbound/digital contacts and allows for digital tasking during downtime.
Note: Please contact your Talkdesk representative for details and the possibility of eligibility.
For more information, please read this documentation.
April 2, 2025
On Wednesday, April 2, 2025, we will initiate the progressive release of the following new feature for Talkdesk Advanced Dialer™.
New:
- Systematic Blending for Advanced Dialer: Enables agents to transition between outbound and inbound interactions automatically, allowing greater flexibility in handling customer communications. It enhances productivity and ensures a smoother operational workflow by reducing agent idle time and minimizing inbound call drops; inbound calls are automatically prioritized over outbound campaign calls so that customer enquiries receive immediate attention.
At the UI level, the impact is the following:
- The “Join Campaign” button in the Secondary Area will no longer be clickable. Instead, it will be replaced by a message indicating the agent’s status, displaying either:
- The transition between outbound and inbound interactions will now happen automatically, eliminating the need for agents to manually join or leave campaigns.
- All other functionalities remain unchanged.
Note: Admins can define a minimum number of agents reserved for Automatic Call Distribution (ACD) calls by ring group, ensuring that inbound calls are always handled promptly. To set up the minimum number of agents reserved for ACD calls by ring group, please reach out to your Talkdesk contact.
December 20, 2024
On Friday, December 20th, 2024, we will release the following enhancements in Talkdesk Advanced Dialer™.
New:
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Advanced Dialer Calls Report: A new default report in Explore will launch, providing key call metrics and access via the Explore API for Advanced Dialer calls.
The dataset will include all calls placed by the Advanced Dialer, regardless of whether they were successfully connected.
Please find more information about this report, as well as its fields and filters, in this article.
April 9, 2024
On Tuesday, April 9th, 2024, we will release Talkdesk Advanced Dialer™.
Talkdesk is excited to announce the launch of the Advanced Dialer, an enterprise-level dialer and campaign management solution. The new Talkdesk Advanced Dialer delivers all dialing modes, including high-performance predictive dialing, while ensuring strict compliance with global regulatory requirements like Ofcom in the UK and TCPA in the U.S.
With the Advanced Dialer, businesses can expect to maximize contact rates and drive agent productivity.
What's included
This release includes the following main features:
- Highly Configurable Dialing Strategies: Maximize contact rates with advanced campaign management, targeting, and segmentation capabilities.
- Powerful agent productivity tools: Empower agents with predictive, power, progressive, preview, and agentless dialing modes, along with AI-driven answering machine detection.
- Built for regulatory markets: Ensure compliance with major regulatory requirements, including OfCom, TCPA, and TSR, with adherence analytics and controls.