Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk AI Agent Platform
- Talkdesk Agent Workspace - Voicemails
- Talkdesk Dialer
- Talkdesk Digital Engagement
- Talkdesk Healthcare Experience Cloud
- Talkdesk Workforce Management
- Talkdesk Studio
- Product Notice: Microsoft-based Email Touchpoint Re-authentication [Effective Jul 31, 2026]
Talkdesk Admin
- Team Scoping for Dispositions and Disposition Sets: Admins can now scope dispositions and disposition sets to specific teams and control View, Create, and Update permissions by role. This gives organizations tighter control over who can manage dispositions across the account.
- Team Scoping for Numbers: Admins can now restrict which phone numbers each user can view, edit, buy, or delete based on their team. This prevents users from seeing or managing numbers outside their own team.
- Add Team When Creating a User: Admins can now assign a team while creating a new user, instead of doing it as a separate step afterward. This streamlines onboarding into a single, faster workflow.
Talkdesk Agent Workspace - Voicemails
Invalidity Rules and Bulk Cleanse: Admins can now define custom rules to automatically tag "Invalid" voicemails, letting agents bulk-clear them from the queue instead of reviewing each one manually. This saves agent capacity and speeds up response times for genuine customer requests.
Talkdesk AI Agent Platform
Multi-Language Support: The AI Agent Platform admin interface now displays in the language already configured in a user's Talkdesk account. This makes it easier for Admins in non-English-speaking markets to configure and manage AI Agents in their preferred language.
Talkdesk Dialer
Predictive Dialing Call Direction Correction: Predictive dialing calls are now correctly classified as Outbound in the Contacts report and Activities, resolving a previous issue where they appeared as Inbound. This lets Admins compare call direction metrics across Explore datasets without mismatched numbers for predictive campaigns.
Talkdesk Digital Engagement
- Conversation Parking for all Asynchronous Channels: Admins can now extend Conversation Parking to SMS, WhatsApp, Facebook Messenger, Digital Connect, Apple Messages for Business, Fax, and Secure Messaging. This lets agents park inactive conversations to free up capacity and optimize AHT across every async channel.
- Touchpoint-Level Parking Configuration: Admins can now override global parking rules for individual touchpoints instead of applying one setting account-wide. This gives teams more precise control over parking behavior by channel or use case.
- Auto-Resume on Inbound Activity: Parked conversations now automatically return to Active when a customer or third party replies, notifying the agent right away. This ensures no customer reply goes unnoticed without agents having to manually monitor parked conversations.
Talkdesk Healthcare Experience Cloud
Integration Validator Tool: A new tool tests and validates API connections during onboarding, currently supporting Epic and select use cases. This helps teams quickly pinpoint integration issues for a faster, more reliable setup.
Talkdesk Workforce Management
- Filter Agents by Tags: Resource Planners and Supervisors can create custom tags and use them to filter agents and the Team Schedule view. This makes managing large or diverse workforces easier without creating extra teams.
- Adherence Percentage Report: A new default report shows adherence % by agent, filterable by agent and team. This gives teams instant visibility into schedule adherence without building a custom report.
- Over/Under Report: A new default report highlights staffing variance for each interval. This makes it easy to spot over- or under-staffed periods at a glance.
- WFM Requests – Export/Download: Time-off request data, including agent, type, dates, status, and audit trail, can now be exported to CSV. This supports capacity forecasting and trend analysis across regions.
- Multi-select and Delete Events: Multiple scheduled events can now be selected and deleted at once on the Team Schedule timeline. This removes the need to delete events one at a time.
- Bulk Lock Shifts: Admins and Resource Planners can now lock or unlock a group of shifts in a single action. This protects committed shifts from being moved during a reschedule.
Talkdesk Studio
- [Preview] Revamped Experience - Header and Search Layout: Studio's editor now features a redesigned header and a refreshed, filterable search experience. This helps builders track flow status at a glance and find flows and steps faster.
- Rollback of Uninitialized Module Variables Validation: The validation error recently introduced for modules referencing uninitialized variables has been rolled back. Studio will no longer flag this until a refined version is released.
Product Notices
- Product Notice: Microsoft-based Email Touchpoint Re-authentication [Effective Jul 31, 2026] (Reminder)
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.