Check out what's new from the prior week:
- Talkdesk Agent Workspace - Conversations (Voice)
- [Preview] Talkdesk Digital Engagement
- [Preview] Talkdesk Interaction Analytics
- Talkdesk Knowledge Management
- Talkdesk Studio
- Product Notice: Upcoming Changes to Idle Time and Routing Logic [Effective April 27, 2026]
Release Notes
Talkdesk Agent Workspace - Conversations (Voice)
- Calling Number Visibility: The calling number is now displayed for the agent in the “Conversation Details” card with the ability to be easily copied. This information is consistently available to the host agent across all call phases.
Talkdesk Digital Engagement
- [Preview] Customize Prompts for Rewriter and Translator: Admins can now customize prompts for Rewriter and Translator and validate outputs through built-in simulation before applying changes. Guided tuning options allow AI-generated content to align with brand voice and communication standards.
- [Preview] WhatsApp Outbound Notification Public API. This new API enables you to send bulk outbound messages using Meta-approved templates. It is designed to support scalable notification use cases such as alerts, reminders, and transactional updates, while remaining compliant with WhatsApp policies.
- Display file name uploaded by agent in chat widget: Chat attachments now preserve and display the original file name provided by agents. This enhances clarity, especially in situations where file names carry important context and instructions.
[Preview] Talkdesk Interaction Analytics
- Routing capabilities are now Queues instead of Ring Groups: In Interaction Analytics, this preview change will apply when searching for specific interactions, using Mood Detector, or filtering overall Intents or Topics Discoveries.
Talkdesk Knowledge Management
- Bulk Import of Cards: Administrators can now upload multiple Knowledge Cards simultaneously, drastically reducing manual data entry. By clicking the "Import" button, users can download the official CSV template (max 4 columns: Title, Body, Queues, and Knowledge Segments).
Talkdesk Studio
- Idle Time and Routing Logic Updates: An update was introduced to Talkdesk’s core routing logic, featuring several enhancements that improve workload distribution between agents. This shift also provides Admins with more accurate productivity data.
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.