Check out what's new from the prior week:
Release Notes
Talkdesk AI Launchpad
- Users can now select individual phone numbers as a segment when configuring AI flows for Outbound or Inbound & Outbound interactions. Instead of being limited to Agent or Ring Group, the “Phone Numbers” can be found in the segment dropdown whenever Outbound is selected.
- The AI flow configuration was updated to make the setup more intuitive, especially when adding phone numbers.
Talkdesk Autopilot & Talkdesk Explore
- Autopilot Contact Type is being progressively rolled out as part of the Talkdesk Explore Contacts Default Report. Contacts handled by Autopilot will now be categorized in reporting with new values for Contact Type: Autopilot Abandoned, Autopilot Escalation, Autopilot Success.
[PREVIEW] Talkdesk Digital Engagement
Important Note: This feature is available in Preview for select customers.
- Agents can now easily edit email history when replying or forwarding emails, allowing them to remove internal conversations or unnecessary information. This capability streamlines communication, and saves time on manual tasks, like copy-pasting.
Talkdesk Healthcare Experience Cloud for Providers
- A new feature allows patients to request a password reset during an automated digital or voice interaction. Previously, password resets required agent assistance and manual verification. With this enhancement, patients can now reset their passwords quickly and independently, reducing call center volume while delivering a better customer experience.
Talkdesk Workforce Management
- Resource Planners can now create and assign non-queue-based offline shift events for Agents, such as training or internal projects. Offline shifts do not impact queue forecasts or reports, improving accuracy and reducing manual work. Also, the Event Type Configuration page was redesigned to deliver a more intuitive and streamlined experience.
Product Notices
This digest is a consolidated list of Release Notes and Product Notices published over the past week. To learn more, click through the links above. Be sure to keep up-to-date with our weekly releases in the Talkdesk Builder Community channel.