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August 24-28, 2026
Published • Last Updated

Check out what's new from the prior weeks:

 

Talkdesk Agent Workspace: Activities

Activities Retention Policies: Administrators can now define specific retention periods and automated deletion schedules for Activities records. This helps ensure sensitive customer data is purged in line with legal and regulatory requirements.

[Preview] Talkdesk Automation Flows

Reference Table Lookup & Update: New flow components let Automation Flows read from and write to Reference Hub tables at runtime. This gives Admins full read/write access to shared data without leaving the flow designer.

Talkdesk Cases

Dependent Fields as Conditions in Case Automation: Admins are able to use Dependent Field values as conditions when configuring event-triggered automation rules, using a visual tree selector to navigate multi-level fields. This closes a gap that previously required manual triage for high-complexity routing workflows.

Talkdesk Conversations (Voice Channel)

Keyboard Shortcuts: Common in-call actions are now at agents’ disposal, including within confirmation dialogs, entirely from the keyboard. This speeds up call handling and makes the experience more accessible for keyboard-only users.

Talkdesk Dialer

Extra-Field Filters & Bulk Actions for Record Lists: Supervisors and campaign managers can filter record lists by custom fields and apply bulk priority updates or deletions. This makes managing large record lists faster while keeping role-based controls in place.

Talkdesk Digital Engagement

  • Pin View Selection Panel: Repetitive navigation clicks are easier to avoid, as agents can now lock their view panel in place, cutting down on.
  • Email Options Enhanced: 
    • Reply, Reply All, and Forward are available from any message within an open email conversation, not just the latest one.
    • The email composer has been redesigned to appear only when needed, keeping threads clean while preserving drafts and full quoted-message context.
    • A new notification alerts agents to incoming emails while they're composing a reply, so nothing is missed mid-draft.
    • Translation and internal-message controls now live at the thread level, simplifying management when multiple drafts are open at once.
  • Set Disposition During Bulk Close: To simplify bulk conversation handling, agents can apply a disposition and note while closing multiple conversations at once.

[Preview] Talkdesk Financial Services Experience Cloud for Banking

Talkdesk for Financial Centers: Extends Talkdesk beyond the Contact Center to bank and credit union branches, adding omnichannel tools, in-person interaction tracking, and a unified view of customer activity across channels. This gives branch teams the same visibility and reporting already available to contact center agents.

Talkdesk Navigator

Navigator Recordings: Captures the audio of the portion of a voice interaction handled by Navigator, playable directly in Activities and CXA Operations Center. This lets supervisors review how a call was understood and routed without listening to the full interaction.

[Preview] Talkdesk Quality Management

Screen Recording for Digital Channels: Screen recording now extends to Chat, SMS, WhatsApp, and Email, giving supervisors and QM evaluators visual insight into agent activity during digital interactions. This enables deeper quality evaluation and coaching alongside existing transcripts.

Talkdesk Studio

Data Tables APIs: A new set of APIs lets customers create, update, import, export, and manage Reference Tables and their rows programmatically. This gives customers the ability to scale table-based data management beyond the platform UI.

Talkdesk Workforce Management

WFM Events in Notification Builder: Workforce Management allows key scheduling and forecasting events to be emitted into Notification Builder, letting admins and integrators build custom notification rules. This makes it easy to automate alerts, such as notifying agents of schedule changes or approved time-off requests.

 

Product Notices

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. 

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