Check out the release notes from last week:
- [Preview] Talkdesk Agent Workspace
- Talkdesk AI Agent Platform
- Talkdesk Conversations (Voice Channel)
- [Preview] Talkdesk Digital Engagement
- Talkdesk Embedded
- Talkdesk Identity
- Talkdesk Studio
- Talkdesk Workforce Management
- Talkdesk Zendesk Connector
Talkdesk Agent Workspace
[Preview] Home for Agents Dashboard: A home dashboard with operational widgets, available at any time from the Home icon. Agents get the context they need for their day in one place.
Talkdesk AI Agent Platform
[Preview] Latency Reporting for AI Agent Evaluation: Evaluation results now show per-turn response speed next to quality scores, so teams can spot slow conversations before promoting a version to production.
Limit Message Length: Admins cap the length of each customer message and choose what happens when the limit is reached, so oversized messages are handled before they reach the AI agent.
Talkdesk Conversations (Voice Channel)
Call Timeline and Transfer Notes: Receiving agents see the full history of a transferred call, including who handled it and the notes left. Customers no longer have to repeat what they already shared.
Talkdesk Digital Engagement
[Preview] Send SMS during an active voice interaction: Launch an outbound SMS from the Utility Bar while on a voice call. Agents can follow up with customers without leaving their current workspace.
Talkdesk Embedded
Agent Presence Status in Headless Conversations: View and change presence status from the Talkdesk title bar in the headless Conversations app. Agents no longer need to switch to Workspace.
Talkdesk Identity
IP Fraud Validator: Validates the IP address of incoming digital contacts to flag risky conversations early. Results can be used to route contacts based on risk.
Talkdesk Studio
Transfer to Flow: Hand off a live IVR call from one Studio voice flow to another, with no agent involved. Large flows can be split into smaller ones that are easier to maintain.
[Preview] Flow Test: Run a configuration test on an individual node in the Studio editor, without generating a real interaction.
Talkdesk Workforce Management
[Preview] Shift Bidding: Agents rank available shift options while planners control the award order and publish the final schedules.
WFM What-If Forecasting is Generally Available: Planners simulate how changes in contact volume, handle time, and shrinkage affect staffing needs, without altering the committed forecast.
Talkdesk Zendesk Connector
OAuth Authentication: The connector now authenticates with Zendesk through OAuth instead of API keys. Existing integrations must migrate by April 30, 2027.
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.