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Release Notes I Talkdesk AI Agent Platform
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Talkdesk AI Agent Platform™ empowers you to build, manage, and deploy intelligent, collaborative AI Agents that automate tasks, streamline operations, and enhance customer experiences across channels.

 

June 11, 2026 - AI Markers for AI Agents

Starting on Thursday, June 11th, 2026, AI Markers will be available for AI Agents experience, extending conversation marker observability beyond Autopilot intent-based experiences. The following capabilities are now available. 

New:

  • AI Markers for AI Agents: AI Markers allow you to define specific points within automations where data can be extracted and monitored. Previously available only for Autopilot intent-based experiences, AI Markers can now also be configured within AI Agent workflows.
  • Supported Workflow Components: AI Markers are available in the following AI Agent workflow components:
    • Execute Action
    • Function
    • End Automation
  • Conversation Observability: Each time one of these components is triggered, the corresponding marker is activated and recorded. This enables customers to track key workflow execution points and gain greater visibility into how AI Agent conversations progress.
  • Reporting in Talkdesk Explore: AI Marker activity can be monitored through the default AI Markers report in Talkdesk Explore, providing visibility into marker activations across Autopilot experiences.

These updates provide a consistent observability experience across Talkdesk AI products, enabling customers to monitor and analyze conversational automation activity from a single reporting framework.

Important Information:

  • To support AI Agent experiences, the existing AI Conversation Markers report has been updated and renamed to AI Markers. The report also includes renamed columns and additional fields.
  • Customers using integrations, automations, or external systems that reference the report name, column names, or column order should review their implementations and make any necessary updates.
  • For more information about the reporting changes, please refer to this documentation: Release Notes | Talkdesk Explore – Knowledge Base

 

[Preview] May 12, 2026 - AI Agent Observability

Important Note: This feature is available in Preview for select customers. During the Preview phase, AI Agent Evaluation is accessed inside the AI Agent Platform. At General Availability (GA), the experience will move to CXA Operations Center (formerly AI Trainer).

On Tuesday, May 12, 2026, Talkdesk will release the following preview feature for AI Agent Platform (at General Availability stage, the experience will move to Talkdesk CXA Operations Center:

New:

AI Agent Observability: Admins and Supervisors can now review previous AI Agent interactions through the new Session History view, gaining end-to-end visibility into how AI agents handle customer conversations. This capability helps teams validate agent behavior, audit performance, and make informed training decisions based on real interactions. AI Agent Observability is accessible from AI Trainer and from the CXA Operations Center. 

What's included:

  • Session History view: Browse a complete log of AI Agent interactions with key details at a glance — contact and channel, Agent Orchestrator, date/time and duration, end-of-automation outcome, and error count. Click Details to drill into any session.
  • Advanced filtering: Quickly narrow results by date range, channel (e.g., Voice, Webchat, WhatsApp, Digital Connect), Agent Orchestrator, end-of-automation status (Completed, Escalated, Timeout, Error, Abandoned), and Interaction ID.
  • Session details with Insights and Errors: Inspect the full conversation turn-by-turn, including workflow used, inputs and outputs, and a dedicated Errors view to support troubleshooting.
  • Full Chain of Thought: Open the Thoughts panel to see the AI Agent's step-by-step reasoning — from user message to agent decisions, skill calls, inputs, and outputs — to better understand how outcomes are produced.

Note: Following the Preview release, more capabilities will be progressively rolled out to General Availability.

For more information, please read our documentation for AI Agent Observability.

 

[Preview] May 8, 2026 – AI Agent Evaluation

Important Note: This feature is available in Preview for select customers. During the Preview phase, AI Agent Evaluation is accessed inside the AI Agent Platform. At General Availability (GA), the experience will move to CXA Operations Center (formerly AI Trainer).

On Friday, May 8th, 2026, we will begin the progressive rollout of AI Agent Evaluation for Talkdesk AI Agent Platform™.

New:

AI Agent Evaluation introduces a batch-testing and regression safety net for AI Agents, enabling AI Agent Admins and technical users to validate agent behavior against curated datasets before promoting changes to production. The following new capabilities are now available:

  • Evaluation Wizard: A guided, multi-step flow to configure and launch an evaluation run. 
  • Manage Datasets: A centralized library to manage evaluation datasets. Two dataset types are supported: Scripted Datasets and Dynamic Datasets.
  • CSV Upload & Download: Create datasets via the UI form, or bulk-import them via CSV. Existing datasets can be downloaded as CSV.
  • Metrics Library: Configure the metrics that matter to your use case, including Answer Accuracy, Tool Correctness, Goal Accuracy, Instruction Adherence, and Guardrails.
  • Evaluation List & Results: Review all past evaluation runs in a single list view, with the dataset used, the agent version evaluated, and run status at a glance.
  • Detailed Scenarios: Per-scenario Pass/Fail results against each configured metric, with red/green indicators so regressions stand out immediately.
  • Session Drill-Down: Inspect any scenario turn by turn, full chain of thought, tool calls, metric scores, and the reason for failure for each metric.
  • Re-run Evaluations: Re-execute a completed or failed run against a different agent version or dataset, making it easy to validate results across the non-deterministic nature of LLM-based evaluation.

Resources

For more information, please check our documentation for AI Agent Evaluation. Also, you can see the demo here.

 

April 28, 2026

On Tuesday, April 28th, 2026, we are releasing new capabilities for the Orchestrator Configuration panel within the Talkdesk AI Agents Platform™. All features described are available in all accounts, but must be manually enabled and configured for each AI Agent individually.

What’s New

  • Custom Welcome Message (Multi-language and multi-channel support): The Custom Welcome Message now supports per-channel and per-language configurations. Admins can define distinct greeting text for all channels, including Voice, Chat, SMS, and WhatsApp, ensuring a localized and channel-specific experience for every contact.
     
  • Inactivity Message: When a contact becomes silent during a voice call, the Agent can now automatically send a follow-up message. This re-engages customers automatically by allowing Admins to configure silence thresholds and retry attempts. Note: This feature is available for the Voice channel only. 
     
  • Dynamic Contextual Fillers: AI Agents can now automatically generate short filler messages during voice calls when a response is taking longer than expected. Messages are AI generated in the contact's language and tailored to the active Skill and conversation context. Note: This feature is available for the Voice channel only. 
     
  • Guardrail Customization: Admins can now define the exact message sent to contacts when a guardrail is triggered. This replaces platform defaults with brand-aligned copy across all channels and languages.

Resources: 

For more information, see:  

  • AI Agent Platform: Settings - Custom Welcome Message in this article.
  • AI Agent Platform: Inactivity Message Configuration in this article. 
  • AI Agent Platform: Settings - Conversation Fillers in this article. 
  • AI Agent Platform: Guardrail Customization in this article. 
     

 

April 13, 2026

On April 13th, 2026, the following new feature will be available for all customers.

New:

  • Model Context Protocol (MCP) for AI Agents is now Generally Available: Talkdesk now supports MCP integration, enabling customers to extend AI Agents with externally hosted tools. 
    • With MCP skills, AI Agents can securely invoke remote tools exposed by customer-hosted MCP Servers.

For more information, please check our MCP documentation.

 

[Preview] February 2, 2026

Important Note: This feature is available in Preview for select customers.

On February 2nd, 2026, the following new feature will be available in Preview. 

New:

  • Model Context Protocol (MCP) for AI Agents: Talkdesk now supports MCP integration, enabling our customers to extend AI Agents with externally hosted tools. With MCP, AI Agents can securely invoke remote tools exposed by customer-hosted MCP Servers.

For more information, please check our MCP documentation.

 

 

December 18, 2025

On Tuesday, December 16th, 2025, Orchestrator configurability will be available in AI Agent Platform™, with the following new capabilities:

New:

  • Orchestrator Configuration Interface: A dedicated configuration panel that allows teams to control how the AI Agent greets contacts and handles pauses or longer processing times across supported channels.
    • Custom Welcome Message: Define a greeting that is sent at the start of every conversation. This ensures a consistent and fast welcome that does not rely on LLM generation.
    • Conversation Fillers: Configure predefined short messages that keep the interaction active when the system needs more time to respond. You can set timing, retry limits, and provide separate initial and retry messages. This feature is currently supported in the voice channel.

For more information, please check our documentation.

 

July 31, 2025

On Thursday, July 31st, 2025, Talkdesk AI Agent Platform™ will become Generally Available (GA) to Talkdesk customers who wish to purchase access to it.

Talkdesk enables organizations to create and orchestrate intelligent AI Agents that work collaboratively to handle tasks, optimize operations, and deliver seamless customer experiences across channels.

With this full release, businesses can configure multi-agent workflows, where AI Agents coordinate, share information, and perform specialized actions as part of a broader automation strategy. AI Agent Platform’s modular design enables more robust and flexible automation across your business.

What’s included

This release includes the following main features:

  • Multi-Agent Orchestration.
  • Knowledge Management Integration.
  • Custom Guardrails.
  • Advanced Workflow Automation.
  • Visual No-Code Builder.
  • Native Talkdesk Integrations.
  • Scalable Architecture.

For more details on each of these features, please refer to this article section of our Knowledge Base. 

How to Access / Install

If you wish to start using the AI Agent Platform, please reach out to your Talkdesk representative.  

For more information, please check our AI Agent Platform documentation.

 

 

[Preview] June 30, 2025

Important Note: This feature is available in Preview for select customers.

On Monday, June 30th, 2025, we will release Talkdesk AI Agent Platform™.

AI Agent Platform empowers you to build, manage, and deploy intelligent, collaborative AI Agents that automate tasks, streamline operations, and enhance customer experiences across channels.

Now, you can create a single AI Agent or a multi-agent orchestration, where multiple AI Agents work together, communicating and delegating responsibilities to one another, with each contributing their specialized skills to complete parts of a larger objective. This modular design enables more robust and flexible automation across your business.

 

What's Included

  • Multi-Agent Design: Build individual AI Agents with distinct responsibilities and define how they interact.
  • Knowledge Management integration: AI Agents can connect to Talkdesk Knowledge Management™ (KM) to search for relevant information and improve replies to customers.
  • Custom Guardrails: Define guardrails to control and refine the AI Agent’s responses before they are delivered to the customer, ensuring tone, accuracy, and appropriateness.
  • Advanced Automation - Workflows: Use workflow logic to handle branching paths, conditional logic, and dynamic decisions, all without human intervention.
  • No-Code Interface: Design AI Agent behaviors, flows, and skills visually through a node interface. This allows both technical and non-technical users to build and maintain AI Agents with ease.
  • Seamless Integration with Talkdesk: Integrate AI Agents effortlessly with existing Talkdesk products to extend automation and intelligence across your workflows.
  • Easy Scalability: Expand your AI Agent system by adding new skills to handle a wider range of tasks and automations.

How to Access

For more information, please reach out to your Talkdesk representative or Customer Success Manager.  

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