How can we help?

October 26-30, 2026
Published • Last Updated

Check out what's new from the prior week:

Release Notes

Talkdesk Admin

View WhatsApp Capabilities in Numbers: A WhatsApp icon in the Numbers list, plus "WhatsApp Messaging" and "WhatsApp Voice" labels in number details, make it easy to see which numbers are WhatsApp-enabled.

SSO Certificate Management for Okta & OneLogin: Certificates behind Okta and OneLogin SSO configurations can be fetched, viewed, and uploaded manually, keeping them current and reducing the risk of unexpected sign-in disruptions.

[Preview] Talkdesk Agent Workspace

Home for Agents Dashboard: A home dashboard brings team, interaction metrics, schedules, work allocation, active queues, and recent activities into one view. It is always one click away, even during active interactions.

[Preview] Talkdesk AI Agent Platform

AI Agent Observability: Guardrails and End of Automation Status: New Guardrails insights, filters, and an exportable report show how often and where guardrails trigger, while hang-ups and timeouts are now reported separately from Abandoned. This supports compliance reviews and gives a clearer view of how AI Agent sessions end.

Talkdesk Conversations (Voice Channel)

[Preview] Enable/Disable WhatsApp Voice in Touchpoint: A touchpoint-level setting controls whether customers can reach the contact center through inbound WhatsApp voice calls, giving direct control over where this channel is offered.

Call Timeline and Transfer Notes: Now generally available, receiving agents see the full history of a transferred call and the notes left, so customers don't have to repeat themselves.

Talkdesk Feedback

Message for SMS Channel: Surveys can now be built and reported on for digital messaging, starting with SMS, and are sent automatically right after an agent ends the conversation. This captures customer feedback with no manual effort.

Talkdesk Financial Services Experience Cloud for Banking

Card Management Improvements: Agents can temporarily lock and unlock a card without canceling it, and request a replacement for a worn card without deactivating the original. This gives clients more flexible card servicing, with replacements always sent to the address on file.

Talkdesk for Salesforce Partner Contact Center (formerly Salesforce Voice)

[Preview] Talkdesk SMS Channel: This Preview feature allows customers to receive inbound SMS in Salesforce Omni-Channel and reply within existing conversations. Routing, ownership, and reporting stay in standard Salesforce Omni-Channel, keeping SMS in the same workflow as other channels.

Product Name Updated: Talkdesk for Salesforce Voice is now Talkdesk for Salesforce Partner Contact Center, aligning with Salesforce’s current product naming, with no change to functionality.

[Preview] Talkdesk Interaction Analytics

Filters for the Conversations API: Interactions can be narrowed by interaction ID, queue, channel, and source system, and sorted by start time. This makes it faster to retrieve exactly the data needed, such as only Autopilot-handled interactions.

Talkdesk Performance Management

Performance Management Coaching dataset: New reporting fields cover scheduled development sessions, session status, agent, and coach. This reduces manual tracking and gives clearer visibility into coaching activity.

Talkdesk Retail Experience Cloud

[Preview] Talkdesk for Stores: Talkdesk extends onto the sales floor, giving every store associate customer context, AI-powered guidance, and retail workflows to deliver personalized service.

[Preview] Appointment Scheduling for Store Visits: Customers can book time with a store associate through any digital or voice channel using Talkdesk AI agents, or associates can book on their behalf, with appointments landing automatically on the associate's calendar.

Talkdesk Workforce Management

Filter blank agents: A toggle hides blank agents and their schedule rules from Agent Configuration, so Resource Planners can focus on real agents.

Secondary break options: An optional secondary break window is used when scheduled events block every valid placement in the primary window, so breaks can still be placed.

WFM Mobile - Submit Request: Time off, sick leave, shift trades, extra hours, and other requests can be created and tracked from mobile, with status and reviewer feedback in one place.

Product Notices

Outbound Billing for Agent External Phone Number Calls [Effective Oct 30, 2026]

Conversation Orchestrator New DTMF Event [Effective Jan 27, 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. 

Previous Week

All Articles ""
Please sign in to submit a request.

Related to