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April 27 - May 1, 2026
Published • Last Updated

Check out what's new from the prior week:

Release Notes

Product Notices

 

Release Notes

Talkdesk Admin

Queues API are now Generally Available: This API suite allows customers to integrate with Talkdesk to create and manage queues, retrieve an account’s queue lists, and assign/unassign users. The Queues API provides control over the routing of customer interactions to agents. In Talkdesk, a queue is a group where interactions, such as calls or chats, wait until an agent is available. These APIs allow routing decisions to be made dynamically based on real-time data, instead of relying only on fixed rules.

Talkdesk AI Agent Platform

New Orchestrator Configuration panel capabilities within AI Agents Platform: Admins can now configure custom welcome messages per channel and language across Voice, Chat, SMS, and WhatsApp. Voice calls benefit from two new AI-driven features: automatic re-engagement messages for silent contacts and context-aware filler messages during response delays. Guardrail responses are also fully customizable, replacing platform defaults with brand-aligned messaging across all channels.

Talkdesk Conversation Orchestrator

Talkdesk Bring Your Own AI (SIP) is now Generally Available: This new workflow allows customers to integrate 3rd party voice AI bots using the Session Initiation Protocol (SIP). It can be used to support bidirectional streams that can be used by other applications to do voice analysis or processing, as well as to support a bidirectional stream where an autopilot can participate in a conversation.

Talkdesk Digital Engagement

[Preview] Outbound Notifications API for SMS: This feature enables brands to send automated, proactive SMS messages at scale without agent interaction. By supporting event-driven outreach, this capability helps brands engage customers proactively, only creating conversations when customers reply.

 

Talkdesk Retail Experience Cloud

  • Real-Time Customer Lookup: Retailers who connect to Talkdesk via a Custom integration can now identify customers in real time at the start of every interaction. This prevents duplicate contact records, gives agents immediate access to accurate customer data, and removes the need for manual searches during live calls.

  • Return Management for Agent Workspace: Agents can now initiate a return, preview the refund, and track its status directly within the Workspace, without leaving the conversation. The capability surfaces real-time return eligibility, item selection, return reason capture, and financial previews — all within a single modal experience. Note: Available for customers using Shopify integrations with Shopify Returns capabilities enabled.

Talkdesk Studio

  • [Preview] Revamped Studio Editor Experience: Talkdesk's revamped Studio Flow editor introduces a cleaner, enhanced experience, with a tailored approach to improve flow navigation and usability through redesigned nodes and toolbars. Among the key improvements are collapsible nodes that reduce canvas clutter, a minimap for quick navigation across complex flows, and improved connection management that makes logic paths easier to follow.
  • Reference Hub: This centralized management experience allows admins to create custom Reference Tables within the hub to store reusable datasets. This release also introduces a dedicated Data Lookup component in Studio, allowing flows to manage table data in real time.
  • [Preview] Studio Governance - Flows & Modules Health: Flows Health is a dedicated space within Studio Governance that provides visibility into flow behavior, health metrics, and execution analysis. It enables Admins to identify and adjust anomalies, improving the overall quality of contact center operations.
  • Studio Governance & Studio Interactions: This intends to improve clarity and optimize interactions through refined flows, providing a self-service way to debug, troubleshoot, and optimize flows. The initial release features Studio Interactions, which assists with increased visibility and promotes faster troubleshooting.

Talkdesk Workforce Management

Enhancements to schedules, forecasts, and time-off requests: Agents can now sync their schedules directly to Google Calendar or Outlook via a secure link, keeping shifts, breaks, and time-off visible alongside personal events. They also gain new transparency through real-time adherence data on the My Schedule page to see the exact duration of time-off requests. On the planning side, a new Forecast Accuracy Report gives planners clear metrics to identify over- or under-forecasting patterns, supporting better workforce planning.

 

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. 

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