Check out what's new from the prior week:
- Talkdesk Admin
- [Preview] Talkdesk Digital Engagement
- Talkdesk Retail Experience Cloud
- Talkdesk Workforce Management
Talkdesk Admin
- Multiple Identity Provider (IdP) Support for SSO: Admins can now configure more than one SSO provider within a single Talkdesk account, ensuring every user authenticates via SSO regardless of which IdP they belong to. This removes the need for credential-based fallback logins for users whose IdP was previously unsupported.
- Support for Multiple SAML Certificates: Support for Multiple SAML Certificates: Talkdesk now stores all certificates available in the identity provider's metadata URL and automatically identifies the active one, eliminating login downtime during certificate rotations. Admins can also manually refresh certificates at any time via a new Refresh button.
Talkdesk Digital Engagement
- [Preview] SMS Channel Data Residency in the European Union (EU): When an SMS touchpoint is created in the EU or UK region, a corresponding regional SMS instance is now automatically generated, ensuring communication data is processed and stored within the appropriate regional infrastructure. This supports data residency compliance for customers operating in the EU without additional configuration.
Talkdesk Retail Experience Cloud
- Return and Refund Management: Agents can now create returns, process refunds, issue returnless refunds, and cancel returns directly from the Customer 360 Workspace, without leaving the interaction. This eliminates the need for external systems and keeps the entire return lifecycle in one place. Compatible with Shopify and custom e-commerce integrations.
- Roles and Permissions for Retail Workspace: Administrators can now control which agents have access to return and refund actions in the Retail Workspace, with two new granular permissions available in Talkdesk Roles and Permissions: Process Return and Create Refund. This reduces the risk of unauthorized financial operations by hiding actions from agents who lack the required permission.
Talkdesk Workforce Management
- Blank Agents & Blank Shifts: Resource planners can now create virtual placeholder agents and assign schedule shifts to them before new hires are onboarded, enabling proactive capacity modeling that converts seamlessly to real agents once a hire is provisioned.
- Schedule Updates Under Approved Time Off: When a scheduling rule is updated after an agent's time-off request has already been approved, Workforce Management now automatically re-evaluates and updates the underlying shift to keep paid hours, balance deductions, and HR sync accurate — no need to delete and re-approve.
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.