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Release Notes | Talkdesk Retail Experience Cloud
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Talkdesk Retail Experience Cloud is an AI-powered, out-of-the-box, customer service platform specifically designed for retailers to drive brand loyalty and customer lifetime value 
across digital and physical channels. 

 

May 25, 2026 

On Monday, May 25, 2026, we released Return Management for Talkdesk Autopilot™ as part of the Talkdesk Retail Experience Cloud™.

This release introduces self-service return capabilities, enabling customers to initiate and complete a return through an AI-powered conversation — without agent intervention. Autopilot handles identity and order verification, eligibility validation, item and return reason selection, refund calculation, and return creation, as well as return cancellation.

The capability is available across digital channels supported by Autopilot and works with Shopify integrations (including Shopify Returns or AfterShip as your RMA system), as well as Custom Integration customers.

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What’s included

  • Smart Eligibility Validation: Autopilot verifies the customer’s identity using order number and email, confirms the return window against merchant policy, and validates item eligibility — including fulfillment status and final sale tags before presenting any return options. Unfulfilled items, already returned, or marked non-returnable are automatically excluded.
  • Return Reason Capture: Customers are presented with a filtered list of returnable items from their order. Autopilot captures the selected item(s), quantity, and a structured return reason code mapped to the relevant commerce platform’s return API inputs.
  • Refund Estimation Preview: Before confirming a return, Autopilot presents a clear financial summary, item value and any applicable restocking fee deductions, so customers know their expected refund amount before the return is created.
  • Return Creation: Once the customer confirms, Autopilot creates a formal return record via the commerce platform API. A unique Return ID is generated and shared with the customer as confirmation.
  • Return Cancellation: Customers can cancel an existing return through Autopilot, with the cancellation processed directly via the commerce platform API.

Integration Coverage

Return Management for Autopilot is supported across the following integration types:

  • Shopify (with Shopify Returns): Return creation and cancellation are processed using Shopify’s native Returns API. Requires Shopify Returns capabilities to be enabled on your integration.
  • Shopify (with AfterShip): For merchants using AfterShip as their RMA system, returns are processed through the AfterShip integration. Shopify serves as the commerce platform; AfterShip manages the return workflow.
  • Custom Integration: Merchants using a custom commerce backend can enable Return Management via Talkdesk’s ERC Standard API. The following endpoints are available for custom integration customers:
    • Get Available Return Reasons
    • Calculate Return Refund Amount
    • Get Suggested Refund
    • Create a New Return
    • Cancel a Return

Note: Full API reference is available in the Talkdesk Retail Experience Cloud documentation, under Retail Experience Cloud Bridge section.

How to Access 

To enable this capability, please reach out to your Talkdesk contact.

For more information, please check our Talkdesk Retail Experience Cloud documentation.

April 29, 2026 

On Wednesday, April 29, 2026, we will release Real-Time Customer Lookup as part of the Talkdesk Retail Experience Cloud™. This capability is available to retailers using a Custom integration.

Retailers who connect to Talkdesk via a Custom integration can now identify customers in real time at the start of every interaction — without pre-syncing their entire contact database. Using an inbound phone number or email address, Talkdesk performs a live lookup against the retailer’s own system of record and automatically resolves the interaction to the correct, unified contact record. This prevents duplicate contact records, gives agents immediate access to accurate customer data, and removes the need for manual searches during live calls.

What’s Included

This release includes the following capabilities:

  • Real-Time Customer Lookup: At the start of each voice or digital interaction, Talkdesk queries the retailer’s external API using the caller’s phone number or email address. When a match is found, the interaction is automatically linked to the correct contact record in Talkdesk, consolidating all interaction history under a single unified identity.
  • Zero-Duplication Contact Matching: Each customer in the retailer’s system maps to exactly one contact in Talkdesk, regardless of the number of phone numbers or email addresses associated with their account. Agents see a single, accurate customer timeline from the moment the interaction connects.
  • Immediate Agent Visibility: Agents see accurate customer data, as soon as a call or digital interaction begins. Manual lookups and dead air caused by searching across disconnected data sources are eliminated.
  • Flexible Integration via Custom Bridge: Retailers configure a GET endpoint in their own system that Talkdesk calls by phone number or email. Once registered in Admin > Integrations, the lookup runs automatically on every inbound interaction through a Talkdesk Studio™ flow, with no changes required to core contact records. 

Customer Lookup (Get external customers) API Documentation: here.

How to Access 

Real-Time Customer Lookup is available to Talkdesk Retail Experience Cloud customers using a Custom Bridge integration. Enabling this capability requires building and hosting a lookup API endpoint and configuring it in Talkdesk, then updating your Studio flow to perform the data lookup at the start of each interaction. 

To enable this capability, please reach out to your Customer Success Manager or Talkdesk Support. Your Talkdesk Professional Services team can guide you through the setup process.

For more information, please check our Talkdesk Retail Experience Cloud documentation.

 

April 27, 2026 

On Monday, April 27, 2026, we released Return Management for Agent Workspace as part of the Talkdesk Retail Experience Cloud™. 

Agents can now initiate a return, preview the refund, and track its status directly within the Workspace, without leaving the conversation. Available for customers using Shopify integrations with Shopify Returns capabilities enabled. The capability surfaces real-time return eligibility, item selection, return reason capture, and financial previews — all within a single modal experience.

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What’s included

This release includes the following main features:

  • "Create Return" entry point: Agents start, review, and confirm a return in four guided steps — with real-time refund calculation and restocking fees. The Create Return action appears only when returnable items exist on the order and is hidden automatically when the order is ineligible.
    • Smart Item Selection with Eligibility: Eligibility, item caps, and policy rules are enforced automatically — reducing back-office rework and protecting the merchant's return policy.
    • Return Reason Code Selection: Agents must select a structured return reason for each item before proceeding, aligned with the merchant's configured Shopify return reasons.
    • Live financial preview: Before creating the return, the agent sees a real-time breakdown: item subtotal, restocking fee (auto-applied per merchant rules or manually adjusted), return shipping fee (manually added by the agent), and expected refund amount.
    • Return Creation and Confirmation: Once the agent confirms the return details, the return is created instantly. A unique Return ID is generated, the order status updates automatically in the Workspace, and the new return is visible in the Returns tab.
  • Enhanced Order Details panel - Items and Returns: The Order Details panel now brings every moment of the order journey together — from the order overview, to order items, to returns and refunds issued. Agents now have two dedicated views to track the full order lifecycle.
    • Items tab — shows the complete details of every item ever sent to the customer, with status badges that update automatically to "Returned" when a return is closed.
    • Returns tab — groups all active and completed returns by Return ID, showing the return reason, applicable fees, and warehouse destination for each item.

How it works - Step by Step Return Creation Flow

For a detailed walkthrough of the return creation flow, see the Retail Workspace article — Creating a Return section.

How to Access / Install

Return Management for Talkdesk Retail Workspace is available to Talkdesk Retail Experience Cloud customers with a Shopify integration (and Shopify Returns capabilities enabled).

Need help enabling it?

February 6, 2026

On Friday, February 6, 2026, we released the following feature for Retail Workspace in the Retail Experience Cloud:

What’s Included

We have introduced a streamlined way for agents to access critical order and SKU information directly from the main orders list. This update reduces cognitive load and minimizes clicks by surfacing high-frequency data points - such as SKU references - immediately via a new "Quick View" interaction and "Copy” capability.

This release includes the following main capabilities:

  • Instant Reference Access: A new "Ref. details" entry point in the Order list allows agents to trigger a side panel that displays the full list of products within an order, eliminating the need to navigate through multiple screens to access the SKU details of each item.
  • One-Click SKU Copying: To speed up data entry and logistics checks, agents can now hover over any Reference Code to reveal a Copy icon. One click copies the SKU string directly to the clipboard.

For more information, please visit our documentation.

 

February 3, 2026

On Tuesday, February 3rd, 2026, we released the following feature for Retail Workspace in the Retail Experience Cloud:

What’s New

We are excited to announce enhanced Order Status and Refund Visibility within the Retail Workspace. This update establishes the workspace as the single source of truth for order lifecycles, allowing agents to manage post-purchase inquiries without toggling between platforms.

This release includes the following main features, compatible with Shopify and Custom connectors:

  • Consolidated Order Summary: View aggregated statuses (e.g., "Partial Refund," "Canceled") in the Guest Profile in under 3 seconds.
  • Item-Level Return Visibility: Track individual items with specific Return Tracking Numbers, Received Dates, and quantity breakdowns.
  • Refund Transaction Transparency: Access a clear log of transactions, including amounts, payment gateways (PayPal, Visa, etc.), and initiation dates.
  • Split Quantity Handling: Clear visibility for orders where multiple units are handled across different payment methods or return stages.
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How to Access / Install 

Retail Workspace Order Enhancements are available to all customers using the Retail Experience Cloud package with an active Shopify or Custom connector.

For more information, please visit our documentation.

 

November 25, 2025

On Tuesday, November 25, 2025, we released the following feature for Retail Autopilot Solution in the Retail Experience Cloud:

What’s Included

This release includes the following main features:

  • Return & Refund Status for Autopilot: Autopilot is now capable of checking return and refund status, allowing customers to retrieve this information immediately without agent assistance. This update significantly reduces "Where is my return/refund?" (WISMR) tickets, freeing up your support team while giving customers the instant reassurance they need.
  • Capabilities:
    • Real-Time Return Tracking: customers can track the status at both the order and item level, providing clarity on whether a return is still in progress or completed.
    • Full Refund Transparency: the AI Agent can now provide detailed refund breakdowns, including the specific amount, currency, and payment method (e.g., "Refunded to Visa ending in 1234").

For more information, please visit our documentation.

September 1, 2025

On Tuesday, September 1, 2025, we released the following update on Talkdesk Industries Experience Cloud:

New:

  • Service Directories Enhancement: Service Directories has been enhanced to deliver a faster, more intuitive experience for agents. With a single unified search field supporting free text queries (e.g., provider name, specialty, location, or phone number), agents can now find results quickly and clearly. With the new agent view, it's possible to see Staff and location details. Besides that, call transfer actions can be made instantly, streamlining workflows and helping agents complete transfers in under 10 seconds. Where agents once navigated through multiple clicks, hidden transfer options, and fragmented provider views, they can now enjoy a simplified, centralized experience that reduces effort, increases productivity, and drives adoption in high-pressure environments.

For more information, please check our documentation.

 

September 1, 2025

On Tuesday, September 16, 2025, we released the following feature on Talkdesk Retail Experience Cloud:

New:

  • Delivery & Technician Scheduling Workflow: A new feature is available that allows clients to schedule a new delivery or technician appointment or reschedule an existing one, during an automated digital or voice interaction. This improvement enables clients to verify the active order and their status, reschedule an order delivery, get a list of upcoming technician visits, and reschedule them in an independent way, minimizing call center traffic and offering a modern, convenient, and hassle-free experience. 

 

April 2, 2025

On Wednesday, April 2, 2025, we will release an enhancement to the Service Directories for the Retail Experience Cloud (formerly known as Location Directory).

New:

  • Service and Staff tabs via Conversations: Agents now have direct access to service and staff details when handling customer interactions.  As soon as an interaction (voice or digital) is received, agents can quickly search for and view relevant locations, services, and specialists. This allows them to guide customers more effectively and transfer calls directly to the appropriate location or specialist.
  • Service and Staff tab via the Admin App: Admins can now efficiently manage service and staff directories within the Admin App. This includes the ability to add, edit, and remove services and specialists. Admins can also use bulk management tools, such as CSV uploads.
  • Standalone App: Service Directories  is also available as a standalone App, providing agents with access to directories outside of interactions. This standalone version allows for independent searches of locations, services, and specialists. Outbound calls can be started to call specific locations and staff members.
  • Service Directories for End Customer via Autopilot: Customers can access locations, services and staff information through self-service channels, using geolocation data to find relevant locations and services.

 

October 28, 2024

On Monday, October 28th, 2024, we will release the following in the Retail Experience Cloud:

 

New:

  • Customer Omnichannel Report: An Explore report designed to provide contact center administrators with a consolidated, user-friendly view of essential customer interaction data. This report simplifies managing customer interactions by offering a comprehensive 360-degree view of all interactions tied to an external ID in a centralized report.

 

August 15, 2024

On Thursday, August 15th, 2024, we will release the following in the Retail Experience Cloud:

 

Enhancement: 

  • Enhanced Location Directory Notes Management: Administrators can now control access to the notes on locations. This update allows for more efficient management and customization of location notes. 

Key features of this release:

  •  
    • Manage Notes: Administrators can create, update, and delete location directory notes from the admin interface.
    • Customizable Permissions: It is possible for Admins to set specific permissions for agents, including view-only access, editing, deleting, and/or restricting access to the notes.

 

June 19, 2024

 

On Wednesday, June 19th, 2024, we will release the following in the Retail Experience Cloud: 

 

New:

  • Location Type Designation: Now, you can add specific designations to locations: stores, warehouses, urgent care, pickup points, and more. This feature is designed to provide more detailed information and improve operational efficiency for all users. Agents can easily view detailed location types, allowing, as well, autopilot to search locations based on their type, enabling accurate location identification. 

To know more, please consult our documentation.

 

June 14, 2024

 

On Friday, June 14th, 2024, we will release the following for Retail Autopilot Solution in the Retail Experience Cloud: 

 

New:

  • Find a Location Autopilot: This feature is designed to enhance customer autonomy and streamline the process of store locating reducing agent intervention, allowing the agents to be focused on more complex issues. Key functionalities include:
    • Search by Location Details: Customers can search for store locations using details such as the store name, address, zip code, city, or state.
    • Get Store Information: Customers can access comprehensive information about a specific store location, including its address, contact details, opening hours, and available services.
    • Get Directions: Customers can receive an SMS with directions from a store, making it easier to navigate to our locations.
  • Cancel Product Autopilot: This capability allows customers to cancel a product from their order. Key functionalities include:
    • View Order Details: Customers can see all the products within their order, ensuring they have a clear purchase overview.
    • Select Product to Cancel: Customers can choose the specific product they wish to cancel from their order, streamlining the cancellation process and enhancing user experience.

 

May 8, 2024

On 8th May 2024, we will release the Live Cart View Only Access for the Retail Experience Cloud.

 

New: 

  • Real-time access to the shopping carts: Now, your agents can view the customers’ carts content, providing personalized support and, promptly, addressing questions.

This enhanced efficiency streamlines the support process and fosters more effective interactions, ultimately improving the overall customer experience. Additionally, by leveraging insights from customers' carts, agents can identify strategic opportunities for upselling or cross-selling, driving revenue growth and maximizing the value of each interaction.

Note: This is only available for Custom Integrations. 

 

April 22, 2024

On Monday, April 22nd, 2024, we will release Talkdesk Retail Experience Cloud. 

Talkdesk Retail Experience Cloud is an AI-powered end-to-end solution to manage interactions across channels and support a better customer experience. It is an integrated, cloud-native customer service platform that delivers unified, effortless, and personalized experiences, bridging the gap between online and offline. 

Talkdesk Retail Experience Cloud empowers customers and employees to gain a unified view of voice and digital conversations, boosting growth, profitability, and unmatched customer retention.

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What’s Included

This release includes the following main features: 

  • Pre-trained Retail bots: Automated flows such as “track the order (status and delivery schedules)”, “product questions” or “cancel an item or total order” guarantee that the most updated information is served to the customer. With this feature,  users can look for a product using the search engine and also get product recommendations and safe transactions, enhancing the user experience.
  • Pre-built Retail workflows: Pre-built scripts and flows enable agents to ask the right questions and process order changes without leaving the Workspace. The tight integrations with commerce systems present the agent with immediate information on past orders and customer requests.
  • Out-of-the-Box Integrations: The Retail Experience Cloud effortlessly integrates with the two primary eCommerce platforms, Shopify and BigCommerce, right from the start. Beyond these, users have the flexibility to develop a tailored integration, allowing the product to connect seamlessly with the brand's native system.
  • 360º Degree Customer View: Agents can search for a customer and load the customer’s profile and information on the Retail Workspace. Through this feature, agents have an in-depth order view, visibility over the transaction history, the shopping cart, and detailed order tracking information.


How to Access / Install

Talkdesk Retail Experience Cloud can be accessed through Conversations (Workspace) and Virtual Agent (Retail bots). 

For more information, please check our Talkdesk Retail Experience Cloud documentation.

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