Release Notes | May 2, 2022 | Digital Engagement

On Monday, May 2nd, 2022, we will release a new version of Digital Engagement.


Digital Engagement

This release includes the following new features and fixes for Talkdesk Digital Engagement™:




  • Transfer Conversation to an Agent: Improve Agent accuracy and resolution rates by enabling the Agent to seamlessly transfer conversations to the best-suited Agent to solve a specific conversation. In the Conversations App, when clicking on the Transfer button, an Agent will have an experience very similar to the current Transfer to Queue. When transferring a conversation directly to an Agent, capacity and availability are taken into consideration.



  • Unable to copy and paste text from conversations: When resizing Workspace, Agents were not able to select, copy and paste text from conversations. This issue is now fixed.

For new capabilities available on Conversations, please check our Release Notes section.

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