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Summary: On October 26, 2026, VDI Connect will support multiple VDI providers within a single account, configurable per agent. On this date, agents working in a VDI environment must select their VDI provider under Conversations Settings, to ensure VDI Connect continues to work as expected. Impacted customers: All customers using VDI Connect with Citrix or Omnissa. |
What is changing and why
With this change, one agent can use Citrix VDI Connect while another agent on the same account uses Omnissa VDI Connect. Administrators support mixed VDI environments as they exist today, and migrations between providers proceed team by team without disrupting VDI Connect for anyone.
Impact & action required
The VDI provider setting moves from the account level to the agent level. The agent experience within a VDI session is unchanged, whether using Citrix VDI Connect or Omnissa VDI Connect.
As part of this change, all agents default to "Disabled," regardless of their previous VDI configuration.
Action required from agents starting on October 26, 2026:
- Open Conversation Settings in the profile menu.
- Find the “VDI Connect Configuration” heading and select the correct provider.
- Refresh the browser for the change to take effect.
VDI Connect does not work for an agent until a provider is selected. Talkdesk recommends that administrators notify their agents about the action needed ahead of the rollout to ensure functionality resumes without interruption.
Time and duration
This change is a one-time release effective on October 26, 2026.
Resources
- For configuration instructions, see the multi-provider section in this VDI Connect 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.