Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Autopilot
- Talkdesk Digital Engagement
- Talkdesk Explore
- Talkdesk Financial Services Experience Cloud for Banking
- Talkdesk Retail Experience Cloud
- Talkdesk Studio
- Talkdesk Workspace Desktop App
Release Notes
Talkdesk Admin
- Granular Permissions for Queues: Administrators can now grant separate permissions for Queue details, users, and preferences, enabling supervisors to manage specific queue settings without requiring full administrative access.
- Configure Queue Transfer Availability: Administrators can now control whether individual queues can receive transfers, with settings organized by channel for improved clarity and granular queue management.
Talkdesk Autopilot
- Barge-in delay: Admins can now quickly configure a short delay at the start of a call, during which the contact cannot interrupt the autopilot. This prevents carrier-side echo or audio artifacts at the start of a call from being misinterpreted as caller speech.
- [Preview] Capture keypad input (DTMF): Autopilot can now extract and use numbers sent by the contact via their phone's keypad, ideal for noisy environments or when sensitive information cannot be said aloud (e.g., PIN codes, account numbers, dates of birth).
Talkdesk Digital Engagement
- Multi-Recipient Email Conversations: Agents can now add and manage multiple recipients in email conversations, enabling seamless collaboration with customers and stakeholders while maintaining a single conversation thread and associated contact (displayed in the image below).
- Draft Management for Digital Channels: Agents can save and resume email and digital message drafts automatically, reducing lost work and improving productivity when handling interruptions or multitasking.
- Nested Dispositions for Digital Channels: Admins can now configure nested dispositions across digital channels, allowing more detailed conversation categorization, enhanced reporting, and deeper operational insights through Explore.
- Chat History Control for Chat Widget: The chat widget now automatically clears conversation history and personal data from the client browser when a chat session ends, preventing storage of names, emails, and chat history. This feature ensures high levels of data privacy on shared or public devices and strengthens compliance with data protection standards.
Talkdesk Explore
Explore Historical Metrics SLA Update: This release introduces a consistent Service Level Agreement (SLA) for data freshness across all standard historical metrics. With this update, all standard historical metrics will be consistently available within a ≤15-minute window.
Talkdesk Financial Services Experience Cloud for Banking
- Outbound Deposit Growth AI Agent: A multi-agent AI template now runs the full outbound member conversation autonomously, from product pitch and identity verification to account opening link delivery and branch appointment booking. Financial institutions can scale deposit growth campaigns without increasing headcount or agent effort, ensuring consistent member engagement at scale.
- Outbound Loan Application Follow-Up AI Agent: A multi-agent AI template automatically re-engages members with stalled loan applications, verifying identity via one-time passcode, notifying them of missing documents, and delivering secure upload links within a single call. This eliminates manual loan officer follow-up efforts and reduces application abandonment.
Talkdesk Retail Experience Cloud
Return Management for Talkdesk Autopilot: This release introduces self-service return capabilities, enabling customers to initiate and complete a return through an AI-powered conversation, without agent intervention. Autopilot handles identity and order verification, eligibility validation, item and return reason selection, refund calculation, and return creation, as well as return cancellation.
Talkdesk Studio
- Extended Phone Validation Component Parameters: The Phone Validation Component now includes extended parameters that deliver deeper geographic, identity, and compliance insights when performing phone background checks. This enables more detailed fraud prevention and identity verification workflows within Studio flows.
- Usage Tracking in Reference Hub: Administrators now have improved visibility into data usage with "In Use" indicators that display which Talkdesk Studio flows are actively using specific reference tables, plus the ability to drill down to see exactly which flows reference a table. This prevents accidental disruptions to active flows before making changes.
Talkdesk Workspace Desktop App
Keyboard Shortcuts for Conversations: We added new keyboard shortcuts: Accept Call, End Call, Toggle Hold, and Toggle Mute. Once enabled, shortcuts can be triggered in both the web and desktop applications to eliminate reliance on mouse clicks for core call functions.
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.