Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk CX Cloud Platform
- Talkdesk QM Assist
- Talkdesk Feedback
- Talkdesk Digital Engagement
- Talkdesk Agent Workspace: Conversations (Voice channel)
- Talkdesk Scheduled Callbacks
- Talkdesk Workspace Designer
- Talkdesk Agent Workspace: Activities, Contacts, Voicemails
Release Notes
Talkdesk Admin
Description fields in Dispositions: This update introduces a new “Description” field in Disposition Management, enabling Admins to define clear usage criteria for each disposition. By providing structured guidance directly within the configuration, it helps agents consistently select the correct disposition in complex scenarios. The feature is optional, non-breaking, and supports both parent and nested dispositions.
Talkdesk CX Cloud Platform
Resizable Secondary Area: This workspace enhancement allows users to adjust the size of the secondary area up to 50% of the screen, improving visibility for tools like Copilot and reducing the need for scrolling. The layout is automatically saved for future sessions, ensuring a consistent experience. No action is required, as the feature rolls out automatically to all users, including the Desktop App.
Talkdesk QM Assist
AI-Created Evaluation Permissions: This update introduces a new permission that separates access to AI-generated evaluations from manually submitted ones. Admins can now control visibility of AI-created evaluations independently, while existing permissions for manual evaluations remain unchanged. Enabled by default for Admins, this enhancement provides greater flexibility to manage access based on internal policies.
Talkdesk Feedback
[Preview] Copilot – Feedback Insight: This feature brings AI-powered analysis to the Feedback Stream, turning customer feedback into clear, actionable summaries. With pre-built insight queries, flexible time range analysis, and drill-down capabilities, teams can quickly identify trends and understand sentiment to improve CX. Available in preview for select customers, with access granted through enrollment in the early-access program.
Talkdesk Digital Engagement
Transfer and Bulk Close in Inbox: This update introduces role-based permissions and bulk actions, enabling teams to transfer conversations or close multiple interactions at once within the Inbox. By improving control over conversation management and streamlining workflows, it enhances agent productivity and operational efficiency.
Talkdesk Digital Engagement
Advanced Email Editor & Touchpoint-Level SLA Controls: This update introduces an advanced email editor that enables agents to create richer, more visually engaging emails with formatting options such as fonts, colors, highlighting, and HTML support, consistent across signatures, auto-replies, and templates. Additionally, admins can now configure Reopen, Timeout, and SLA settings at the touchpoint level, allowing greater flexibility and control over digital engagement rules while maintaining consistency through optional global overrides.
Talkdesk Agent Workspace: Conversations (Voice channel)
REC Label Visibility in Conference Calls: This update enhances the Conference call experience by ensuring all participating agents can clearly see the recording status. Guest agents joining a recorded conference will now view a dynamic REC label that updates when recording starts or stops. While visibility is improved for transparency, control permissions remain unchanged, and only authorized users can start or stop recordings.
Talkdesk Scheduled Callbacks
[Preview] Callback Scheduling API: This feature enables automatic creation of callbacks from external systems such as websites, bots, or automation flows, allowing customers to select their preferred callback time and have it routed directly into Talkdesk without agent involvement. Currently available in preview for select customers, it streamlines scheduling and improves automation across digital entry points.
Talkdesk Workspace Designer
Digital Connect and Chat in Canvas: This update introduces the ability to install Digital Connect and Chat apps directly within Canvas in Workspace Designer. Admins can now configure cards and panels to be displayed in the Conversations App, enhancing visibility and customization for Digital Connect and Chat interactions within the workspace.
Talkdesk Agent Workspace: Activities, Contacts, Voicemails
Auto-Refresh in Activities & Name Sorting in Contacts Favorites: This update introduces an optional auto-refresh setting in Activities, allowing the list to update automatically after 1, 3, or 5 minutes of inactivity, with the ability to enable or disable it per user preference. Additionally, Contacts Favorites now support alphabetical sorting by name, with a toggle option via the “Name” column header to improve contact organization and usability.
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.