Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Agent Workspace: Activities & Voicemails
- Talkdesk Digital Engagement
- Talkdesk Explore
- Talkdesk Healthcare Experience Cloud
- Talkdesk Knowledge Management
- Talkdesk Live
- Talkdesk for Salesforce
- Talkdesk for Salesforce Voice
Talkdesk Admin
- RedSky Support for Emergency Calling (E911): RedSky is now a supported E911 provider, with a tailored configuration experience and a direct link to the RedSky portal for address management.
- Bulk Assign/Unassign Users to/from Queues: Manual, repetitive queue assignments increase the risk of missed assignments. Now, Admins can streamline these actions by selecting multiple queues and assigning or unassigning multiple users in a single action. This streamlines actions
Talkdesk Agent Workspace: Activities and Vocemails
- Transcription View: Customers with Interaction Analytics and/or Copilot can now view voice transcripts directly within Activities, alongside a new "Delete Transcript" action that removes a transcript from both the interface and back-end storage immediately. All transcript deletions are recorded in Audit Logs, and Copilot now follows workspace-level global retention policies for transcriptions.
- Bulk Actions and Table Customization: Agents can now resolve or reopen multiple voicemails in one click, and can personalize the voicemails table by adjusting items per page, toggling column visibility, and reordering columns.
Talkdesk Digital Engagement
Conversation Parking: Agents can temporarily park email conversations while retaining ownership and the ability to resume at any time, with configurable rules for how parked conversations affect capacity, SLA tracking, and handle time. Access is controlled via Roles and Permissions, and supervisors gain visibility through a new Parking Time metric.
Talkdesk Explore
- Team Scope for Default Reports and Dashboards: Admins can now restrict access to a wider set of default reports and dashboards using team-based scopes, ensuring users only see data relevant to their team hierarchy.
- User Scope for Default Reports and Dashboards: A new "User" scope limits data to each user's own activity, giving agents self-service analytics without visibility into other users' data.
Talkdesk Healthcare Experience Cloud
Event-based Screen Pop for Epic: The screen pop now triggers directly from call events rather than intermediate automation rules, opening patient context in Epic's Hyperspace faster after a call is answered. A new "Auto Screen Pop Events" field in Industry Settings centralizes configuration and extends coverage to agent-to-agent transfers.
Talkdesk Knowledge Management
Segmentation Improvements: Knowledge segments are now selected from a managed list instead of free-form text, eliminating inconsistencies across sources. AI Agents no longer ingest all unsegmented knowledge by default — you now explicitly choose which segments each agent can access.
Talkdesk Live
Proactive Outbound Contacts Now Included in Reporting: Proactive Outbound contacts configured in Talkdesk Dialer are now included across Live widgets and Explore reports, giving a complete picture of all contact activity. Customers tracking contact volumes should expect an increase in reported numbers.
Talkdesk for Salesforce
Version 7.3 brings new features and updates: Admins can now embed a filtered Activities view in Salesforce showing only interactions linked to the open record, and a new Workspace Rendered Pop-out keeps agents' active call connection intact when navigating or refreshing Salesforce. This release also adds a Re-Authorize button for the Salesforce OAuth integration and fixes the role picker limit when creating new users.
Talkdesk for Salesforce Voice
Version 3.2 – MS Teams Phonebook Integration: Agents can now find Microsoft Teams users in the Salesforce Voice phonebook, check their availability, and call or transfer to them directly, with support for both warm and blind transfers. This makes it easier to reach the right colleagues promptly.
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.