Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Copilot
- Talkdesk Digital Engagement
- Talkdesk Financial Services Experience Cloud for Banking
- Talkdesk HubSpot Connector
- Talkdesk Performance Management
- Talkdesk Scheduled Callbacks
- Talkdesk Studio
- Product Notice: The Road to Talkdesk Explore Insights [Effective Dec 2026]
Talkdesk Admin
- SCIM Groups Support: Identity providers like Okta and Microsoft Entra can now retrieve Talkdesk Teams as SCIM Groups, giving admins visibility into team structure directly from their identity provider.
- Search Users on Teams App: Finding a specific user within the Teams app is now as simple as typing their name, instead of paging through the full list manually.
- Talkdesk Trusted Calling: A call authentication provider can now be connected to verify manual outbound calls before they reach the PSTN, reducing the chance legitimate calls are marked as spam or fraud.
Talkdesk Copilot
Copilot Agentic becomes generally available: New agentic AI capabilities let Copilot interpret conversation context and generate actionable answers to complex, multi-layered questions in seconds. This helps agents resolve even the most complex customer challenges faster and more confidently.
Talkdesk Digital Engagement
Auto-Navigation to "Assigned to You": When agents assign a conversation to themselves from the Inbox or All Open views, Talkdesk now automatically switches their view to "Assigned to You." This removes manual navigation steps and helps agents respond to customers faster.
Talkdesk Financial Services Experience Cloud for Banking
Custom Client Label: The label that is used to refer to account holders across the Client 360 Workspace can now be customized, replacing the default term "Client" with terms like "Member" or "Customer." This lets organizations align the product's language with their own terminology via self-service.
Talkdesk HubSpot Connector
Mark Recording as Ready: A new automation now marks call recordings as ready in HubSpot as soon as they're available in Talkdesk, fixing an issue where this wasn't happening automatically. The automation is enabled by default for all HubSpot Connector accounts.
Talkdesk Performance Management
- Custom User-Uploaded Badges: Custom badges can now be uploaded in Performance Management to recognize agent behaviors unique to their account, with icon uploads restricted to authorized managers.
- Anonymize Agent names in Challenges: Agent names in Challenges can now be anonymized so agents can't identify one another, while Supervisor and Admin views remain unaffected.
Talkdesk Scheduled Callbacks
Callback Scheduling API is generally available: Callbacks can now be created automatically from a website, bot, or other external system, capturing the customer's preferred time and routing it into Talkdesk without requiring an agent on an active call. This is now generally available after previously being in preview.
Talkdesk Studio
Traffic Splitter Weight Distribution: Traffic Splitter now supports zero-weight ratios and a dedicated invalid distribution exit, giving users more control over how traffic is distributed and how unexpected distributions are handled.
Product Notice
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.