Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Agent Workspace: Voicemails
- Talkdesk AI Agent Platform
- Talkdesk Commercial & Residential Services Experience Cloud
- Talkdesk CX Cloud Platform
- Talkdesk Dialer
- Talkdesk Digital Engagement
- Talkdesk HubSpot Connector
- Talkdesk Knowledge Management
- Talkdesk Quality Management
- Talkdesk Studio
- Talkdesk Voice Platform
- Product Notice: New Requirements for Telemarketing Calls to France [Effective Aug 1, 2026]
- Product Notice: Change of Talkdesk Dialer Predictive Dialing Call Direction in Reporting
Talkdesk Admin
- [Preview] Talkdesk Trusted Calling: Admins can connect a supported call authentication provider to verify manual outbound calls before they reach the PSTN, reducing the chance that legitimate calls are marked as spam or fraud.
- Allow/Disable Interaction Routing to Users in Queues: Admins can now control whether a user is eligible to receive interactions from a queue independently of their queue membership, including in bulk.
- Billing Reports Deep Linking: Billing reports now open within the same browser tab instead of a new one, and are fully functional in both Workspace and Support Suite.
- Configure Transfer Priority: Admins can set a priority level for warm transfers to a queue, ensuring transferred calls are handled according to operational priorities rather than a fixed default.
Talkdesk Agent Workspace: Voicemails
Voicemails Invalidity Rules and Bulk Cleanse: Admins can now define custom rules to automatically tag "Invalid" voicemails, and agents can bulk-clear them from the queue, eliminating manual one-by-one review of low-value voicemails.
Talkdesk AI Agent Platform
- Limit Control - Max Limit Count: Admins can set a maximum number of customer turns per conversation, ending or escalating the session once the limit is reached, preventing infinite conversation loops.
- [Preview] Contextual Turn Detection: AI Agents now dynamically adjust their wait time based on conversation context, pausing longer when a contact needs to recall complex information like an ID or account number, reducing interruptions and perceived latency.
- LLM-Driven Simulator for AI Agent Testing: Builders can now define prompts to generate realistic test scenarios in the AI Agent Simulator, speeding up testing and troubleshooting ahead of publishing.
- Built-in Simulator: The AI Agent Platform now includes a built-in Simulator for testing orchestration, routing, and responses via chat or voice directly from the canvas, reducing the risk of unexpected behavior in production.
Talkdesk Commercial & Residential Services Experience Cloud
Commercial & Residential Services Experience Cloud (CRS): This new verticalized solution for field-service businesses like landscaping, pest control, and propane delivery, covering self-service scheduling, automated billing, and a unified agent workspace. This helps providers deflect inbound calls, cut manual work, and surface upsell opportunities.
Talkdesk CX Cloud Platform
Workspace Operator is using AI: Users can now ask questions in natural language within Workspace Operator to navigate directly to specific apps, tabs, and settings, removing the need to manually search for where something lives.
Talkdesk Dialer
- Enhanced record upload validation: Records with at least one valid phone number can be accepted while preventing invalid numbers from being uploaded. This update is supported for record list uploads via both API and CSV file. See this product notice for more details
- Reporting Change of Talkdesk Dialer Predictive Dialing Call Direction: Predictive dialing calls are now correctly classified as Outbound (instead of Inbound) in the Contacts report and Activities. This gives Admins accurate, consistent call direction metrics. See this product notice for more details
Talkdesk Digital Engagement
- Office Attachment Preview: Agents can now preview Word, Excel, PowerPoint, and text-based attachments directly within Conversations, without downloading them first.
- Expanded Conversation Parking: Conversation Parking now covers all digital asynchronous channels, with touchpoint-level configuration and automatic resumption when a customer replies, so agents can free up capacity without missing a response.
Talkdesk HubSpot Connector
App Events updates: Key moments in calls, emails, and WhatsApp interactions can now be surfaced as App Events in HubSpot, giving customers new triggers to build custom workflows around Talkdesk interactions.
Talkdesk Knowledge Management
External Sources: Features such as Diagnostics and Article Explorer now give Admins full visibility into connector health with at-a-glance status indicators, plus a dedicated way to search ingested content, removing the guesswork from managing the knowledge that powers your AI.
Talkdesk Quality Management
- Assignment Method for Random Sampling: Admins can now pair evaluators with agents based on team relationships instead of queue membership, making evaluation assignment explicit and predictable.
- Agent Talk Duration in Random Sampling: The call duration filter in random sampling rules now uses agent talk duration instead of total call duration, giving a more accurate measure of agent engagement.
Talkdesk Studio
- [Preview] Revamped Experience - Copy & Paste: Builders can copy and paste single or multiple flow nodes, including across accounts, with all settings preserved, eliminating the need to manually rebuild configured nodes.
- [Preview] Revamped Experience - New Validation Panel and Version History: The Validation Panel now surfaces errors and available component updates in one place, and Version History adds a side-by-side compare view, helping builders fix issues faster and roll back with confidence.
- Studio Governance | Flows & Modules Health (GA): Flows Health gives Admins visibility into flow behavior, health metrics, and execution analysis, helping identify and correct anomalies.
- [Preview] Manual Positioning Layout: Studio Editor now supports manual layout, letting builders freely drag and position components instead of relying only on automatic layout.
- [Preview] Revamped Experience - New Header and Search Layout: The new header shows flow name, version, save, publish, and validation status at a glance, alongside a redesigned search with built-in filtering.
Talkdesk Voice Platform
General Availability: Talkdesk Voice Platform (formerly Voice Settings) is now Generally Available, introducing Sites as a policy-driven framework for enterprise telephony, centralizing call restrictions, global dialing, and SIP device management. This means Admins no longer need to configure user settings individually.