Talkdesk Financial Services Experience Cloud for Insurance™ is an end-to-end solution to manage interactions across channels and support a better policyholder experience. For more information, please visit our Talkdesk Financial Services Experience Cloud for Insurance documentation.
May 25, 2026
On Monday, May 25th, 2026, Talkdesk will release a capability allowing Administrators to create team-based configurations within Industry Settings.
This allows organizations to deliver distinct role-based Insurance workspaces from a single Talkdesk environment, ensuring Contact Center representatives only see the tools, cards, and settings relevant to their responsibilities. For example, a claims handling team can have a separate view and actions from a policy services or underwriting support team.
What’s New
Administrators can now create and manage multiple Industry Settings configurations and assign them to individual teams. Each configuration independently controls workspace cards, settings, and actions such as generating a new quote or FNOL intake.. Teams without a specific assignment automatically inherit the default account-level configuration.
This helps organizations tailor Insurance workspaces for different operational teams, reducing unnecessary workspace elements and allowing representatives to focus on the tools and workflows relevant to their role.
Note: Teams without a dedicated configuration continue using the default account-level settings.
For more information on how to configure Industry Settings by Team, refer to the Configuring Insurance Workspace Knowledge Base article.
January 30, 2026
On Friday, January 30, 2026, we will release Secure Messaging™.
Secure Messaging™ is a new capability for Industry Experience Cloud customers, initially targeted for customers on the Talkdesk Financial Services Experience Cloud™. Secure Messaging enables two-way, asynchronous, and authenticated communication between financial institutions and their clients or members. The new Secure Messaging channel allows clients to engage with the financial institution safely and conveniently, including outside of business hours, while ensuring conversations remain protected and compliant.
Secure Messaging conversations are initiated by clients/members from within a financial institution’s authenticated digital banking environment (online banking portal), after user login. Messages are then queued and routed to Talkdesk agents for handling. They can be managed and reported on in the same way as other Talkdesk digital channels.
This release includes a customer SDK reference API for the contact (client) UI to be built and accessed from the digital banking portal, client message creation including attachments, replies, and support for offline notifications, as well as Talkdesk conversation history data store, and agent handling within Talkdesk Conversations. Secure Messaging supports financial institutions in delivering trusted, always-on customer engagement without compromising security
What’s included
This release includes the following main features:
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Authenticated Client Messaging
Secure Messaging sessions are initiated only after clients or members authenticate through their financial institution’s digital banking portal, ensuring verified and trusted interactions. -
Two-Way Asynchronous Communication
Clients and agents can exchange messages without requiring both parties to be available at the same time, enabling communication during and after business hours. - Agent Handling in Talkdesk Conversations Secure messages are delivered to Talkdesk agents within the Conversations app, where agents can view message history, client details, and contextual information alongside other digital channels.
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Queueing, Routing, and Reporting
Secure Messaging interactions are queued and routed using Talkdesk configuration and can be tracked and reported on using standard Talkdesk reporting tools.
How to Access / Install
Secure Messaging™ Preview release is available to Talkdesk customers on the Talkdesk Financial Services Experience Cloud™ subscription.
For additional information and Preview access, please contact your Talkdesk representative or send us a Support Ticket
June 5, 2025
On Thursday, June 5th, 2025, we will release the following new feature on Talkdesk Financial Services Experience Cloud™ for Insurance:
New:
- Self-service Admin configuration for the Insurance Workspace: A new self-service method is available for Administrators to configure the Insurance Workspace settings to manage card visibility and the information shown to agents.
More information about how to configure the Insurance Workspace can be found here.