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Summary: On January 28, 2027, Talkdesk is adding a new dual-tone multi-frequency (DTMF) event to the Conversation Orchestrator™ output contract. Impacted customers must update their contract handling before this date to avoid interruptions to affected conversations. Impacted customers: Accounts that use dial-pad input capture in flows built through BYOB, Dialogflow ES-based Autopilots, or third-party integrations. Accounts without DTMF-configured flows are unaffected. |
What is changing and why
DTMF capture already operates for Talkdesk Autopilot™ flows and for Agentic Autopilot flows, where it is always active and requires no admin configuration. This data is not yet available to Bring Your Own Bot (BYOB) or third-party integrations through the Conversation Orchestrator's output contract.
This change closes that gap. BYOB and third-party integrations gain the same DTMF visibility that Autopilot flows already have, including the turn number and the exact digit captured. Integrators can use this date to build and maintain DTMF-driven experiences, such as menu navigation or PIN entry, with the same reliability as native Autopilot flows.
Impact & action required
Conversation Orchestrator emits a DTMF event whenever a flow contains a DTMF-configured capture and the caller's input capture completes (either through the terminator character (#) or through a timeout).
Important: The DTMF event is always sent when DTMF capture completes, regardless of the Autopilot user interface configuration.
Customers with DTMF-configured flows in Bring Your Own Bot, Dialogflow ES-based Talkdesk Autopilot, or third-party integrations must update their contract handling to account for the new DTMF event. The new event has the following structure and must be added to the integration configuration:
{
"event": "dtmf",
"streamSid": "MZ18ad3ab5a668481ce02b83e7395059f0", //autopilot stream identification
"sequenceNumber": "5", //turn number
"dtmf": {
"track": "inbound_track", //direction of the input
"digit": "1" //keypad input
}
}Field reference:
- streamSid: Identifies the Autopilot stream.
- sequenceNumber: Indicates the turn number.
- track: Indicates the direction of the input.
- digit: Contains the keypad input.
Integrations built on the previous contract that do not expect an additional event type may fail when DTMF is used in a flow. Accounts without DTMF-configured flows require no action.
Time and duration
This change is a one-time release to the Conversation Orchestrator output contract, effective on January 28, 2027. Impacted accounts that decide to implement this change must notify Talkdesk before the rollout date.
Resources
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.