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Summary: On August 17, 2026, Talkdesk will roll out a phased billing update for Studio Callback. This is a backend billing change only. No action is required from customers. Impacted customers: All customers using Request callback from queue and Request direct callback in Studio Callback. |
What is changing and why
Talkdesk is updating the billing model for Studio Callback to improve the accuracy of usage charges.
- For Request callback from queue, billing will reflect two separate segments:
- IVR time: The duration from when the contact enters the flow until the callback is requested, charged at the applicable inbound rate.
- Callback leg: The duration from when the contact answers the callback until the call ends, charged at the applicable outbound rate.
- For Request direct callback, billing will reflect:
- Callback leg: The duration from when the contact answers the callback until the call ends, charged at the applicable outbound rate.
In both cases, durations round up to the nearest minute. If an agent uses an external device, the outbound rate for that external number applies for the duration of the callback. BYOC (Bring Your Own Carrier) rates continue to apply where relevant.
Impact & Action Required
This is a backend billing update only. There is no change to the applicable rates or rate cards. Some customers may see a change in the amount billed, as charges are now aligned with the activity that actually occurred. No action is required from customers.
Time and Duration
Talkdesk will start the rollout of an update on August 17 2026, across all accounts using Studio Callback.
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If you have any questions or concerns, please contact your Talkdesk representative or the Customer Care team via the Talkdesk Support Portal.