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Summary: Starting September 21, 2026, Talkdesk Navigator interactions will be recorded for accounts where recording is enabled in their Studio flow. Administrators should review their recording settings and make any necessary changes to ensure they align with their organization’s recording, consent, and retention policies before September 21, 2026. Impacted customers: Accounts using Talkdesk Navigator whose Talkdesk Studio flows contain a Recording component positioned before a Navigator component. |
What Is Changing and Why
This release adds recording support for Navigator interactions. Once active, recording follows the position of the Recording component in the flow: a Recording component placed before Navigator component produces a recording that covers the Navigator portions of the call.
Accounts with this flow configuration were excluded from the August 24, 2026 release so that administrators can review the affected flows and choose the recording scope deliberately, rather than have the scope of existing recordings change without review.
Impact & Action Required
What Changes on Impacted Accounts
- On September 21, 2026, recording of Navigator interactions becomes active for your account.
- In flows where a Recording component precedes Navigator, recorded audio begins at the start of the call and includes the Navigator portion.
- Recordings continue to appear in the CXA Operation Center and in the Activities tab. No change applies to where recordings are stored or accessed.
Action Required by September 21, 2026
Administrators of impacted accounts should review each Talkdesk Studio flow in which a Recording component precedes a Navigator component, and select one of the following outcomes:
| Outcome | Configuration | Result on Sep 21, 2026 |
|---|---|---|
| Include the Navigator portion in recordings | Leave the Recording component in place before the Analyze Voice Message component | Recorded audio covers the full call, including the Navigator portion |
| Exclude the Navigator portion from recordings | Move the Recording component to a position after Navigator. | Recorded audio excludes the Navigator portion, matching the behavior in effect before this date |
Flows left unchanged produce recordings that include the Navigator portion of the call from September 21, 2026 onward. Organizations subject to consent, disclosure, or data-minimization requirements should confirm that this outcome is permitted in every jurisdiction where the affected flows operate, particularly where callers provide information during self-service before any recording disclosure is played.
No action is required for flows that do not contain a Recording component before an Analyze Voice Message component.
Time and Duration
The change takes effect as a one-time event on September 21, 2026.
Resources
For more information, see Talkdesk Navigator Recordings article.
If you have any questions or concerns, please contact your Talkdesk representative or the Customer Care team via the Talkdesk Support Portal. Stay updated with important Talkdesk product alerts by subscribing to the Talkdesk Weekly Digest, see how here.