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Release Notes | Talkdesk for Salesforce
Published • Last Updated

Talkdesk offers comprehensive contact center functionality for the Salesforce experience. With the industry’s deepest integration, you can deliver personalized engagement on any channel from anywhere. For more information, please visit our Talkdesk for Salesforce documentation.

Release Notes prior to the last listed date can be found here (login required).

 

November 12, 2024 | Talkdesk for Salesforce 6.4

On Tuesday, November 12th, 2024, we will release the following for Talkdesk for Salesforce:

 

New:

  • Talkdesk Trusted URLs: The setup process for Talkdesk for Salesforce now includes an additional step where admins will be prompted to create (automatically or manually) Talkdesk Trusted URLs in Salesforce. This step follows Salesforce’s change to Content Security Policy announced here.
  • Agents access to Talkdesk Live: Agents with permission to access Talkdesk Live can now view it directly within Salesforce, enhancing agents' visibility into real-time data.

Fixes:

  • Remote Site Settings Setup: Fixed an issue where the “Take me there” button in the Remote Site Settings setup step did not correctly open the Salesforce Remote Site Settings page. 

 

How to Upgrade / Install:

Version 6.4 of the Talkdesk for Salesforce package will be available starting November 12th via AppExchange.

 

October 4, 2024 | Talkdesk for Salesforce 6.3

On Tuesday, October 8th, 2024, we will release the following features and enhancements for Talkdesk for Salesforce:

 

New:

  • FedRAMP Cloud: Talkdesk for Salesforce is now officially available for customers using FedRAMP-compliant environments. 

 

Enhancements:

  • Omni Presence Rules: All existing status values are now available as a picklist to be chosen when building Omni Presence Rules. This enhancement makes it easier for the admins to create a condition that relies on a status matched to a specific value. More details here.
  • Recording fully available on the Talkdesk Activity: Users can now see the full recording on the Talkdesk Activity and not only the first leg. 

 

Fixes:

  • Remote Site Settings Issue on Disconnect: Fixed an issue when disconnecting the integration from Talkdesk, where users could not reconnect with a different account due to a failure in creating necessary Remote Site Settings. 
  • Talkdesk Activity and Tasks relation: Fixed an issue where the Talkdesk Activity trigger searched for tasks related to the call without proper filtering.
  • Stuck in Talkdesk Campaign: Fixed an issue where agents would get stuck in a Talkdesk Campaign when the contact list values weren’t fully loaded.
  • Campaign Time Interval: Solved an issue that impacted the users when selecting the "All day" option during the Salesforce Dialer campaign setup. In the past, the hours fields were disabled, and the time interval was not updated to reflect the full day (00:00 to 23:59).
  • Dialer List Duplicates: Fixed an issue where records could be duplicated if added to a dialer list while that list was still loading.
  • Dialer List with no records: Fixed an issue where users without the “Send Custom Notifications” permission couldn’t create dialer lists with records.
  • SMS Search Boxes: Fixed an issue where the search boxes in the SMS component malfunctioned, causing users to click into the box to refocus after every letter typed. 
  • “Sms to Case” Layout: Fixed an issue where the “Sms To Case” Layout failed to load when the user’s name contained an apostrophe ('). 

Note: Talkdesk migrated all customers to the CTI architecture on October 5, 2024, to prevent any functional impact for customer using Auto Pop Up for Salesforce Cases via Salesforce library. See the Product Notice for more details

 

How to Upgrade / Install:

Version 6.3 of the Talkdesk for Salesforce package will be available starting October 8th via AppExchange.

 

June 6, 2024 | Talkdesk for Salesforce 6.2

On Thursday, June 6th, 2024, we will release the following features and enhancements for Talkdesk for Salesforce:

 

New:

  • Talkdesk Click-To in Salesforce: Agents can now use a Salesforce component to start a new click-to-digital conversation in Talkdesk. Currently, SMS and Email channels are supported. For more information, click here.
  • Talkdesk Embedded in Salesforce layouts: Now there’s a new Salesforce component available that can be used on any Salesforce object layout to embed Talkdesk Workspace or one of the available apps in standalone mode, currently, Conversations App or CoPilot. For more information, click here.

For more information about the new feature, please visit our documentation.

 

Enhancements:

  • Compatibility with the recent changes to CSP (US region only): This package version will include Talkdesk URLs in the Trusted URLs list in Salesforce, for the US region only. The Salesforce’s upcoming Summer ‘24 release will introduce a breaking change that will impact Talkdesk functionality for accounts using the Talkdesk for Salesforce and Talkdesk for Service Cloud Voice connectors. For now, customers leveraging Talkdesk instances provisioned in non-US regions will still need to follow this article. Region dynamic URLs for all regions will be added soon, more information here. 
  • Lead sync enhancements: Introduced an enhancement to retry the creation of the Talkdesk Activity record even if a lead conversion and consequent sync process cause a mismatch. In addition, logging allows Talkdesk to advise on occurrences of this mismatch.
  • Login flow: A new login flow will be introduced for the customers leveraging Talkdesk embedded within Salesforce, which will not impact the current usability except that the login window will automatically pop up on refresh when a session is inactive.
  • Other minor bug fixes and enhancements.

 

How to Upgrade / Install:

Version 2.9 of the Talkdesk for Service Cloud Voice package will be available from June 6 by request via Talkdesk Support and from June 11 onwards on AppExchange.

 

 

March 25, 2024 | Talkdesk for Salesforce 6.1

On Monday, March 25, 2024, we will release the following features and enhancements for  Talkdesk for Salesforce:

 

New:

  • Case Record type field on Salesforce Automations: Admins can now choose the appropriate case record type to be created by the “Create Case” action in Talkdesk automations. 

For more information about the new feature, please visit our documentation.

 

Enhancements:

  • OmniChannel configurations: On the OmniChannel configurations, the “When handling calls” section is now under Advanced Settings
  • WhatsApp channel: the WhatsApp channel was added to the Talkdesk Activity object as a picklist value.
  • “Sales Engagement” section: The “High-Velocity Sales” section was renamed to “Sales Engagement” to be on par with the latest Salesforce naming convention.
  • “Account name” field validations: When setting up new integrations, on the first page of the wizard the “account name” field will not allow special characters anymore as per the Talkesk account naming validation rules.

 

Fixes:

  • Talkdesk Embedded “Refused to connect” error: There was an issue in which Talkdesk Embedded did not pop up when receiving outbound or inbound calls, and it was receiving a “Refused to Connect” error and a CORS error.
  • Unable to change “Call Center”: There was an issue where the Admin was not able to change the Call Center of active agents.
  • Agents receiving a “contact your admin” error message on Talkdesk embedded: This was due to a lack of permission on the permission set.
  • Automations error: There was an issue in the Flow for Automations feature, where the execution was giving an error if the field started by the character “[“.
  • SMS numbers configuration: There was an issue that was preventing the SMS numbers from being removed from Salesforce Talkdesk Admin Settings when the user removed the number from the SMS configuration at Talkdesk.

 

How to Upgrade / Install:

Version 6.1 of the Talkdesk for Salesforce package will be available from March 25th onwards on AppExchange.

 

February 1, 2024 | Talkdesk for Salesforce 6.0

On Thursday, February 1st, 2024, we will release Talkdesk for Salesforce 6.0 on the Salesforce AppExchange.

New:

  • Talkdesk Workspace Embedded in Salesforce: Talkdesk Workspace is now available as a Salesforce utility item. With an alternative experience, Agents will be able to use either the embedded workspace or the workspace app on top of Salesforce.   

Talkdesk for Salesforce package version 6.0 will be available on AppExchange from February 1st onwards to update.

For more information, please check our documentation.

 

October 4, 2023 | Talkdesk for Salesforce 5.5

On Tuesday, October 3rd, 2023, Talkdesk® will release version 5.5 of the Talkdesk for Salesforce package.

New: 

  • Additional features on DCE Talkdesk activities: From now on, all customers can have access to the creation of Talkdesk activities for digital channel conversations. We have also added some new information to these Talkdesk activities, such as “Notes and Dispositions” from conversation wrap-up, queues information and last agent assigned to the conversation.
  • Relate SMS and WhatsApp Conversations to Case or Opportunity: The “Relate to” card on the Conversations app wrap-up screen is now available also for SMS and WhatsApp conversations. Admins can now select the channels in which they want to give the agent the ability to relate the conversation to a Salesforce Case or Opportunity record.
  • Sync Timezone information on List sync between Salesforce and Talkdesk Dialer: From now on, it is possible to select a field per standard object to store the record timezone information that should be synced to Talkdesk Dialer during a dialer list sync. This feature will not affect the dialing process on Talkdesk Dialer for Salesforce, it will only affect the list sync process between Salesforce and Talkdesk Dialer.

Enhancements:

  • Using Dialer with custom objects: Now, customers that have custom objects to be used with Talkdesk Dialer for Salesforce need to ensure that users have permissions to read, create, and edit over the fields that are created to configure the custom object. More information here.
  • Click-to-Call: The click-to-call capability now includes the Salesforce object ID from which it is performed. This will allow this data to be used on automations or connections to create richer contextualized actions.
  • Sales Engagement (HVS): customers using the integration with the Salesforce Sales Engagement product need to add a Sales Engagement license and permission set to the integration user, to ensure the integration correct behavior.

Fixes:

  • Talkdesk Dialer for Salesforce:
    • Multiple agents with the same campaign call: There was an issue in which the same campaign call was assigned to multiple agents at the same time. Now this issue is solved.
    • Invalid phone numbers: Numbers that have special characters are now “cleaned”, we remove the special characters, keeping only the “+” in the beginning. 
  • CSAT information on Talkdesk activities: Solved an issue that prevented customers from receiving information from both SMS feedback and IVR feedback. 

How to Upgrade / Install

Version 5.5 of the Talkdesk for Salesforce package will be available on AppExchange from October 3rd onwards.

 

June 7, 2023 | Talkdesk for Salesforce 5.3

Note: Callbar has reached the End of Life on September 1, 2023. Existing references to Callbar in these Release Notes will be kept for historical purposes.

On Wednesday, June 7th, 2023, Talkdesk® will release version 5.3 of Talkdesk for Salesforce. 

What’s included

  • Talkdesk activities for scheduled callback calls: From now on, calls originating from a scheduled callback using callback scheduler will create a Talkdesk activity in Salesforce, registering the call origin, details, and result. To enable this feature, reach out to us.
  • Return to previous status after handling a call: New setting on status mapping between Salesforce Omnichannel and Talkdesk that, when enabled, guarantees that an agent handling a call returns to the  Omni-Channel status they had on when they received the call/transfer.
  • List the sync between Talkdesk Dialer for Salesforce and Talkdesk Dialer: The sync now uses the record ID in Salesforce as the unique identifier, instead of the record phone number. 

New Preview Feature

We are launching an alternative agent experience on T4SF with Talkdesk Workspace embedded in a Salesforce utility item, instead of on top. 

Changes to call center assignment to users in Talkdesk Admin

  • The call center named “Callbar CTI Electron” will be substituted by the “Talkdesk for Salesforce” option. It will not affect current users, it’s just a change in the name. When adding new users, select this option to use either Callbar or Workspace.
  • The call center option “Callbar CTI” that was used to assign users to Talkdesk Chrome App will no longer be available. 

Minor Enhancements and Bug Fixes 

  • Talkdesk Dialer for Salesforce: Solved an inconsistency in which calls were showing as failed when they were successfully connected. The library used by the dialer was changed to leverage a Salesforce solution.
  • Salesforce Relate to: Solved a problem that caused the options in the relate to widget to be grayed out when the relationship cardinality setting was configured to single.
  • Other minor bug fixes and enhancements.

How to Upgrade / Install

Version 5.3 of the Talkdesk for Salesforce package will only be available from June 7th upon request to upgrade.

 

March 10, 2023 | Talkdesk for Salesforce 5.0

On Friday, March 10th, 2023, Talkdesk® will release version 5.0 of Talkdesk for Salesforce. 

 

What’s included

Enhancements and Bug Fixes on Talkdesk Dialer for Salesforce:

  • Dialer auto-relate supports custom objects: Now, when dialer auto relate to is enabled, it automatically relates dialer calls to the custom objects configured to be used in dialer and in Salesforce relate to.
  • Dialer list sync errors: >When there are errors listed in the sync errors tab, those records will only attempt to sync again when the user clicks the “Sync” button at the top of the dialer list page.
  • Priority and Sort by fields removed from DNC lists: The fields priority and the options for sorting were removed from DNC lists, and are now only supported for lists of the dialing type.

Enhancements and Bug Fixes on Talkdesk for Salesforce:

  • Relate to in Conversations App available in any language: Issues concerning relate to in Salesforce accounts in languages other than English have been resolved.
  • Other minor bug fixes and enhancements.

 

How to Upgrade / Install

Version 5.0 will only be available in the AppExchange by the end of March. However, it’s possible to upgrade from March 10th onwards by requesting the upgrade. Note: For accounts with package versions previous to 4.0, manual steps are required. 

 

November 29, 2022 | Talkdesk for Salesforce 4.5

Note: Callbar has reached the End of Life on September 1, 2023. Existing references to Callbar in these Release Notes will be kept for historical purposes.

On Tuesday, November 29th, 2022, we will release the following features and enhancements in version 4.5 of the Talkdesk for Salesforce.

Note: If you have a package version prior to 4.0, please reach out to us. Otherwise, you can upgrade directly from AppExchange.

 

New:

Talkdesk for Salesforce

  • Call Duration information on Interaction level Talkdesk Activities: Now, in the interaction level activities, there will be three different fields: “Total Talk Time”, “Total Wait Time”, and “Total Hold Time”, which sum up the partial times from the Contact level Talkdesk activities related to that interaction. 
  • Enhancement on Conversations/Callbar Relate to: Now, if the agent changes the contact selection on Conversations/Callbar after the Talkdesk activity was created, the contact and the account related will be updated in the Talkdesk activity.

Talkdesk Dialer for Salesforce

  • Finish Campaign Permissions: Dialer admins are able to select which profile (Agent or Supervisor) can finish a campaign, simplifying management of specific needs on Dialer campaigns. Also, Dialer admins can see the Finish button on Talkdesk Campaigns.
  • Reactivate Expired Campaigns: Now, you can edit an Expired campaign, change the end date for a new future date and re-activate the campaign, to return to the status it had before (either Running or Ready).

Enhancements:

  • Change in Salesforce Relate to options: If you select the “Relate to” option “Cases based on Contacts”, the results that will show on the widget are:
    • a) Cases related to Salesforce contacts that have the phone number that is calling. 
  • For the “Relate to” option “Cases based on Accounts and Contacts”, the results are:
    • a) Cases related to Salesforce accounts with the calling phone number.
    • b) Cases related to Salesforce contacts with the calling phone number.  
    • c) Other contacts that belong to an account with the calling phone number.

Fixes:

  • 80-character limit on Talkdesk Activities Name field: Now, names have 80 characters maximum, and bigger names will get truncated.
  • Minor bugs and enhancements.

August 18, 2022 | Talkdesk for Salesforce 4.4

Talkdesk will release version 4.4 of the Talkdesk for Salesforce managed package on Thursday, August 18, 2022. Please see below for details regarding the upgrade schedule and a summary of new features.

When will it be available?

The new package is planned to be deployed in selected sandboxes by August 18, 2022 and the upgrade to production accounts is scheduled for August 24 and 25, 2022. In order to enroll your sandbox to be push upgraded first, or to specifically request your production account not to be automatically upgraded, please reach out to us.

Which new features are included with this version?

Talkdesk Dialer for Salesforce

  • Custom Do Not Call field for standard objects - From now on, it is possible to choose which field, of the type checkbox or formula checkbox, should be considered by the dialer to enforce Do not call for each of the Salesforce standard objects, allowing further customization and answering to more specific business cases. This field will be evaluated for the campaigns that have the option “Enforce Salesforce DNC” checked to true. 

Talkdesk for Salesforce: Enhancements to Omni-channel sync 

  • Omni-channel Rules - This feature will enhance and complement the already existing  Omni-channel status sync feature. It will give the ability to define rules to change the agent status in the salesforce omni-channel based on a defined set of conditions and logic. By extension, when the status is changed in the omni-channel, it will be also changed in Talkdesk through the status sync feature closing the functional cycle and allowing the customer to always be on the desired compatible status without the need of manual intervention.

 

Bug fixes and enhancements with this version

  • Incorrect start time in talkdesk activities in the new data model - In accounts with the new data model, the start time information on the Talkdesk Activity is now shown in the timezone configured for the Salesforce account.

  • Packages from version 4.0 onwards are now compatible with Shield - Solving an issue for customers leveraging the Salesforce Shield product, it will now be possible to upgrade the T4SF package to its newest version without issues.

  • Relate to in Conversations failed to fetch newly created cases - The Relate To Ticket drop-down in Conversations would fail to fetch a case created during the call. These cases should appear as options now.

  • Salesforce Relate To failing on relate - The Salesforce Relate To widget would fail when the settings of Recently viewed records were enabled without any other setting of Salesforce Relate To.

  • Other minor bugs and enhancements 

 

June 6, 2022 | Talkdesk for Salesforce 4.3

Talkdesk will release version 4.3 of the Talkdesk for Salesforce managed package on Monday, June 6, 2022. Please see below for details regarding the upgrade schedule and summary of new features.

 

When will it be available?

From June 6, 2022, onwards the new managed package version will be available on the Salesforce AppExchange. To upgrade to the newest version, please download it from AppExchange or request the upgrade to us. Note: For accounts with package versions previous to 4.0, manual steps are required. 

 

Which new features are included with this version?

Talkdesk Dialer for Salesforce

  • Support for Custom Objects - From now on, Admins will be able to configure custom objects to be used in the Dialer. This configuration will be done in Talkdesk Admin, allowing up to 3 custom objects. Upon configuration, these custom objects will be available for dialing and Do Not Call list creation, to be used in Talkdesk campaigns. The details about how to configure and use this feature can be found in this article.
  • Flow Component to dynamically Add and Remove records from dialer lists - Talkdesk is releasing a new flow component that can be used in Salesforce flows to make changes in dialer lists. The user can configure the rules to dynamically add and remove members from a dialer list in the flow and then add the component to enforce those rules.

New Talkdesk Data Model 

  • Introduction of Digital Engagement data in Talkdesk activities - Within the new Talkdesk reporting Data Model, we are adding digital interaction data from Talkdesk Digital Engagement to the Talkdesk activities. Customers leveraging Talkdesk Digital Engagement’s available channels will be able to have relevant data about the start and end of interactions, the channel used, the customer, and a link to navigate to the conversation itself merging once again Salesforce and Talkdesk. To learn more about this feature, visit this article.

Note: This feature will not be available immediately with the package upgrade as it is only available for customers leveraging the New Data Model. 

More information about Talkdesk Activities with the New Data Model in Talkdesk for Salesforce can be found here.

 

Bug fixes and enhancements with this version

  • User Deactivation Management - It is now possible to choose to deactivate a user only in Talkdesk for Salesforce, or in both systems, from the Talkdesk Admin Page in the managed package. By clicking to deactivate a user on the Users tab, a modal will appear, asking Admins to choose if the deactivation should be only performed in Salesforce, or also in Talkdesk. To enable this feature for your account, please reach out to us. 
  • Open Talkdesk tab with the region selected for the account - Now the Talkdesk tab on Talkdesk for Salesforce package redirects to the proper region.
  • Sort order in Salesforce Relate to widget - Now all the records that appear in the Salesforce Relate to widget will be sorted by the most to least recent, according to creation date.
  • The Dynamic Outbound Caller ID feature is now compatible with the Talkdesk Conversations app.
  • Other minor bug fixes and enhancements.

 

Important Note on User Management Changes

In the upcoming releases, we will begin a phased rollout of significant changes to user management functionality in Talkdesk for Salesforce, related to user activation, deactivation, feature access, and user sync with Talkdesk. 

These changes will be made available throughout the upcoming Seasonal Releases, and enabled upon request. Further details about the specifics of these updates, and the guidance for account preparation will be communicated via Product Notice such as this. their accounts and making sure everything is correctly configured. 

 

March 15, 2022 | Talkdesk for Salesforce 4.2

Talkdesk® will release version 4.2 of the Talkdesk for Salesforce Managed Package on Tuesday, March 15, 2022. Please see below for details regarding the upgrade schedule and summary of new features.

When will it be available?

From March 15, 2022 onwards the new version will be available on the AppExchange. To upgrade to the newest version, please download it from AppExchange or reach out to us.

For accounts with package versions previous to 4.0, manual steps are required. 

Which new features are included with this version?

Salesforce Relate To

  • Relate to Custom objects - Now customers will be able to use the Salesforce Relate to feature with custom objects by setting up to 3 custom objects they wish to relate calls to. This will improve the overall adhesion of the Relate To functionality to specific business use cases that don’t use the salesforce standard objects as their main focus, allowing the creation of better relations and context data.

Talkdesk Dialer for Salesforce

  • Dynamic Campaigns - From now on, every change made to a dialer list will be reflected automatically in all Talkdesk campaigns that are dialing based on that dialer list. This ensures that running campaigns are always up to date, while agents are dialing their record lists.
  • Dialer Campaigns History Logging - There is a new object to log the history of changes in talkdesk campaigns, such as addition and removal of records from a campaign and the result of each call attempt made within a dialer campaign. With this information, customers will now be able to build custom Salesforce reporting on dialer campaigns performance using this object.

New features available in Talkdesk Mobile App

  • Relate to Case/Opportunity available for Talkdesk Mobile app - The relate to Case and Opportunity is now also available within the Talkdesk Mobile App. With this Talkdesk mobile agents will be able to relate their calls with the relevant salesforce records on a seamless experience between desktop and mobile.

New Talkdesk Data Model 

  • Introduction of Digital Engagement data in Talkdesk activities - Within the new Talkdesk reporting Data Model, we are adding digital interaction data from Talkdesk Digital Customer Engagement (DCE) to the Talkdesk activities. Customers leveraging Talkdesk DCE available channels, will be able to have relevant data about conversations start/end, channel used, customer and a link to navigate to the conversation itself merging once again Salesforce and Talkdesk. Note: This feature will not be available immediately with the package upgrade as it is only available for customers leveraging the New Data Model. 

 

Bug fixes and enhancements with this version

  • User Deactivation Management - Fixed a bug where customers could not deactivate a user in Salesforce without deactivating it in Talkdesk also. Now when a user is deactivated in Salesforce, it remains active in Talkdesk, unless it is also deactivated on the Talkdesk side. To activate this bug fix for your account, please reach out to Talkdesk. 
  • Talkdesk Dialer for Salesforce Custom Modal - The custom modal configuration for dialer campaigns already works with the new version of the dialer.
  • Talkdesk Activities for Proactive Outbound calls - Now the calls made through proactive outbound create only one talkdesk activity that is marked as coming from proactive outbound, instead of two talkdesk activities.
  • Other minor bug fixes and enhancements.

 

December 2, 2021 | Talkdesk for Salesforce 4.0

Note: Callbar has reached the End of Life on September 1, 2023. Existing references to Callbar in these Release Notes will be kept for historical purposes.

Talkdesk® will release version 4.0 of the Talkdesk for Salesforce Managed Package on Thursday, December 2, 2021. Please see below for details regarding the upgrade schedule and summary of new features.

When will it be available?

Beginning on Thursday, December 2, 2021, Talkdesk is pushing version 4.0 of the Talkdesk for Salesforce managed package to sandboxes of customers who have chosen to be upgraded to the sandbox first. Note: If you would like to receive the upgrade in your sandbox first, reach out to us. 

From December 7, 2021, onwards the new version will be available on the AppExchange and will be pushed automatically to production accounts on December 7, December 9 and December 14, 2021.

Note: If you do not want the upgrade to be pushed automatically to your production account, please reach out to us.

 

Which new features are included with this version?

Preview and Power Dialer for Salesforce

  • Dialer Lists - This new capability enables creation of Dialing and Do Not Call list types, and the ability to reuse them across dialer campaigns. These can be based upon list views of any of the available Salesforce standard objects. Additionally, you can now sort records by any field on the Salesforce object, allowing records to be dialed according to that order.
  • List sync from Salesforce to Talkdesk Predictive Dialer - Ability to sync dialer lists of the Dialing type from Salesforce to Talkdesk and use them in Predictive Dialer campaigns. This sync will allow the actively in sync lists to be updated on the Talkdesk side when dialer lists members are added or removed in Salesforce. 
  • Prioritize Dialer lists - Ability to define the list priority when creating a dialer list. The priority will be enforced when lists are assigned to Talkdesk Campaigns, meaning that the records from the lists with higher priority will be dialed first.
  • Delete Talkdesk campaigns - Ability to delete Talkdesk Campaigns. When a campaign is deleted, all its related historical data will be deleted. 
  • New Talkdesk campaign status - Introduction of a new ‘Expired’ campaign status. This status is applied when the campaign reaches its End Date, but there are still some records in the campaign that were not dialed. Campaigns in this status are not able to be edited or dialed again.
  • Multi-object Talkdesk Campaigns - Combine Dialer lists from different Salesforce standard objects in a single Talkdesk Dialer campaign. Add Dialing and Do Not Call lists to Talkdesk campaigns, expanding the functionality and scope of previous dialing campaigns created from only a single object list view. 

New features available in Conversations

  • Relate to Case/Opportunity available for Conversations app - It is now possible to relate calls made through the Talkdesk Conversations app to cases and/or opportunities in Salesforce. This feature will have the same settings as those currently available with the Callbar®Relate To feature.
  • Salesforce omnichannel sync available for Conversations app - The status of agents in Salesforce omnichannel are now in sync with the agent status in Conversations. This feature will have the same settings as those currently available with the Callbar® Omnichannel sync.

New Talkdesk Data Model

  • Introduction of the new fields and new Talkdesk activity layout - With the new reporting Data Model, we will add 2 levels of reporting in the Talkdesk Activity. There will now be a Talkdesk activity for each Interaction/Call, as well as for each Contact/Transfer within that Interaction. There will be parent-child relationship between Talkdesk activities, such that an Interaction activity may have one or more Contact activities.

Note: This feature will not be available immediately on December 7. For enablement and additional details please reach out to us. This release does not require all customers to move to the new data model with this Winter ’21 release. You may also decide to upgrade to the new managed package and remain on the old data model for the immediate near term.

Bug fixes and enhancements with this version

  • Salesforce Dialer - Fixed a bug where if the campaign had more than 10 thousand records it would fail without an explicit error message to the customer. This means the record limit was not changed but now the user can take notice and correct the list.
  • Salesforce Dialer - Fixed a bug to allow editing and starting of a campaign that is created with a start date previous to the present day. 
  • Other minor bug fixes and enhancements.

 

August 31, 2021 | Talkdesk for Salesforce 3.24

Talkdesk® will release version 3.24 of the Talkdesk for Salesforce Managed Package on Tuesday, August 31, 2021. Please see below for details regarding the upgrade schedule and summary of new features.

 

When will it be available?

Specifically for the Fall ’21 release, Talkdesk will not be pushing this upgrade to all customers.

On Tuesday, August 31, 2021, Talkdesk will make version 3.24 of Talkdesk for Salesforce available on the AppExchange. If you would like to have the managed package upgrade pushed automatically, please reach out to us.

 

What new features will this version bring?

Salesforce Dialer

  • Speed Dialer- The Speed Dialer mode will allow users to manually select records from a list view of contacts, opportunities, accounts, cases or leads, and click to quickly create a dialing list of those records. By clicking the Speed Dialer button, the user will be prompted to select dialing mode and action, and a Talkdesk campaign will be automatically created in the background with the records selected. This will allow the user to be redirected to the dialing page and start dialing right away.
  • Automatic Relate to - There will be a new dialer setting, enabling calls made through Salesforce Dialer or Talkdesk Outbound Dialer to be automatically related with the Salesforce record being called. The relation will be made through the Talkdesk activity record. Note: for customers using Talkdesk Outbound Dialer this feature will only be available if leveraging the custom synchronization process.

 

Talkdesk Activities

  • Transcription information in Talkdesk Activity - This version will include new fields in the Talkdesk Activity record to store information about call transcription. For customers using Talkdesk’s transcriptions, it will be possible to access the transcription directly from the Talkdesk Activity. This feature requires the customer to have Speech Analytics or Quality Management Assist enabled for their account.
  • Talkdesk id field changes - from now on the field Talkdesk id will be populated by the interaction id, instead of the call id. This will still be a unique identifier of the activity.
  • Proactive outbound call data - it is now possible for customers using Talkdesk Outbound Dialer to request that those outbound Talkdesk Activities be logged in Salesforce as part of the normal call data sync.

 

Bug fixes and enhancements with this version

  • Salesforce Dialer - Fixed a bug in which campaign creation would fail if the user tried to create a campaign with more than 10 thousand records. Now it doesn’t fail, but the limit of records in a campaign remains 10 thousand.
  • Salesforce Dialer - Fixed a bug to allow editing and starting of a campaign that is created with a start date previous to the present day.
  • Other minor bug fixes and enhancements.

 

Coming Soon - Action Required by Winter ‘21

Although previously noted as coming with the Fall ’21 release, this change will only become available with the Winter ‘21 release.

 

Changes to the Talkdesk Activities Data Model

With the update to the New Data Model in Salesforce, theTalkdesk Activities data model will have the new contacts and call data and structure available. The new data model will provide customers more granular data by offering two distinct Talkdesk Activities, one by contact (or transfer) and the other by call.

In order to access all Talkdesk information via the new data model, customers will need to update their managed package to the latest version by the Winter ’21 release. If you would like access to the new Talkdesk Activity data model in sandbox first, please reach out to us.

 

June 16, 2021 | Talkdesk for Salesforce 3.23

Talkdesk® will release version 3.23 of the Salesforce Managed Package on Wednesday, June 16, 2021. Please see below for details regarding the upgrade schedule and summary of new features.

When will the change happen?

On June 16, 2021, Talkdesk will push version 3.23 of Salesforce to all customers who have requested a sandbox-first upgrade.

Beginning on June 22 and concluding by June 24, the push upgrade process will be performed for all production customer accounts.

 

What new features will this version bring?

Salesforce Dialer is going GA and brings a whole set of new features including:

  • Salesforce Dialer Campaigns - The new concept of Talkdesk Campaigns enables the customer to create Dialer campaigns from most of standard Salesforce objects list views and dial through the records using Power or Preview dialing modes.

  • New Campaign configuration wizard -  The campaign configuration wizard allows the customer to assign agent(s), choose campaign timezone, campaign start and end dates, dialing mode and more.

  • New Dialer Settings page - The dialer settings page enables customers to define default dialer settings and assign campaign creation and editing permissions.

Talkdesk Live Reporting in Salesforce - ACTION REQUIRED

  • Live (legacy) Deprecation - With this upgrade, the legacy version of Live will no longer be available in Salesforce and will be replaced by the new and enhanced version of Talkdesk Live.

  • For customers that do not update their Managed Package, Live (legacy) will become unavailable from July 23rd onwards. We recommend that the upgrade to the new Managed Package version happens as soon as possible.

  • Introducing the New Version of Talkdesk Live - The new version of Live mirrors your contact center activities in real-time. It is exclusively sourced by the New Data Model and the improvements made are not only on the granularity of data, but also on the new dashboard configuration experience and flexibility. This includes, but is not limited to:

  • Intraday metrics that update virtually in real-time.

  • Widget-level filters.

  • Contact monitoring.

  • Changes in agent status.

  • Dashboard-level filters.

  • Full-screen mode.

  • Drag & Drop and Resizable Widgets.

  • User-friendly thresholds.

  • Search & Sort list views.

  • Add & Remove Widgets.

Learn more about the new version of Live.

Bug fixes and enhancements with this version

  • Salesforce Dialer - Fixed a bug where some calls were being launched before the previous call ended, impacting the whole dialing process.

  • SMS Component, Smart SMS and SMS for Flows - Enhanced behavior to avoid the need for the user to manually authenticate every 24 hours when using the SMS component, or SMS for Flows.

  • Salesforce Relate To - Fixed a bug where Salesforce could not respond properly if the number of pending records exceeded a technical limit, this fix includes a change on the user experience which makes it now possible to have a fixed list of 10 records presented at each time in the Relate To widget.

  • High Velocity Sales - Fixed a bug on the Talkdesk permission set so that the user has the ability to use High Velocity Sales without restrictions.

  • Other minor bug fixes and enhancements.

Coming Soon - ACTION REQUIRED

Coming Fall ‘21 Release - Changes to the Talkdesk Activities data model

Following the change to Talkdesk Live in Salesforce, the Talkdesk Activities data model will include updates to support new information available for Talkdesk Live and Explore reporting, regarding contacts and call data. The new data model will be made available in the Talkdesk for Salesforce managed package as part of the Fall ‘21 Release (August 2021).

To gain access to this new information, customers will need to update their managed package to the latest version by the Fall ’21 release date. If you would like access to the new Talkdesk Activity data model in sandbox first, please reach out to us.

 

March 23, 2021 | Talkdesk for Salesforce 3.20

Note: Callbar has reached the End of Life on September 1, 2023. Existing references to Callbar in these Release Notes will be kept for historical purposes.

Talkdesk will release version 3.20 of the Salesforce Managed Package on Tuesday, March 23, 2021. Please see below for details regarding the upgrade schedule and summary of new features.

When will the change happen?

On March 23, 2021, Talkdesk will push version 3.20 of Salesforce to all customers who have requested a sandbox-first upgrade.

Beginning on March 30 and concluding by March 31, the push upgrade process will be performed for all production customer accounts.

What new features will this version bring?

  • Salesforce SMS On Person Accounts [Generally Available] - SMS Component is now extended to Person Accounts in Salesforce. The agents are able to send and receive SMS from within the SMS component, which can now be added to the Person Account record layout.
  • Salesforce ‘Relate To’ Pending Records [Generally Available] - Allows agents to relate previous unrelated calls to existing entities. If enabled, this feature provides a Pending Relate To’s list in the Relate To widget when there are unrelated calls, this will allow the agent to address those past calls and perform the relation.
  • Salesforce Dialer Customized Modal URL[Early Access - part of ongoing Salesforce Dialer Power & Preview EA Program] - The user can choose a custom URL to be used as the page in the contact pop modal layout on the Salesforce Dialer. Please note that this feature is being released as part of an Early Access Program and is not yet available to all customers. To learn more, reach out to us.

Enhancements to existing functionality

  • Salesforce Relate To - Enabled the option to hide the Relate To dismiss button (previous Cancel button), so that the dismiss button will never show up, and calls must be related to a standard object.

 

  • SMS Component - UI improvements to the SMS Component.
  • High Velocity Sales - The HVS is now correctly relating Tasks to Accounts. For an Account in the HVS My List, as the agent starts working on it, a Task is created and related to that Account.

Bug fixes with this version

  • SMS Component - If the agent is not logged in, the SMS component will prompt the users to login into Talkdesk, avoiding a disruptive situation where the agent was able to input and click send, even though the sms would not be sent, nor provide visual feedback of the failure.
  • SMS Component - Fixed bug which, upon login through the SMS component, redirected users to a tab displaying only the SMS component. Now, upon login the user will continue within the same layout.
  • Other minor bug fixes and enhancements.

Coming soon - new version of Talkdesk Live™ - Customer action required

The new version of Talkdesk Live, real-time reporting capabilities, will be made available to Talkdesk for Salesforce as part of the Summer ‘21 Release (June 2021). In order to receive the benefits of this new version of Live, all customers will need to have the latest version of the Salesforce managed package installed by this date.

 

September 22, 2020 -  Talkdesk for Salesforce 3.17

Talkdesk will release version 3.17 of the Talkdesk for Salesforce Managed Package on Tuesday, September 22, 2020. Please see below for details regarding the upgrade schedule and summary of new features.

When will the change happen?

On September 22, 2020, Talkdesk will push version 3.17 of Talkdesk for Salesforce to all customers who have requested a sandbox-first upgrade.

Beginning September 29, the push upgrade process will be initiated for all remaining customers. This upgrade will take place on September 29 and September 30.

What enhancements will this version bring?

  • Disposition Sync [Generally Available] - With this feature, dispositions will be synchronized automatically, improving the ability to obtain real-time updates and insights into interactions.

  • Salesforce Shield [Generally Available] - Talkdesk for Salesforce now supports Salesforce Shield, providing full compliance and security within Salesforce.

  • Dynamic Outbound Caller ID [Generally Available] - We are now introducing the capability to choose a different outbound caller ID on either click to call or Salesforce Dialer, with any business logic defined on a specific lightning flow. This feature is only available for customers using Callbar App.

  • Salesforce Mobile Click to Call [Generally Available] - This feature enables users to click to call any contact in Salesforce mobile app and seamlessly initiate a Talkdesk Mobile Agent call to that number.

Enhancements

Salesforce Relate To:

  • Relate To will now log a Task with call info on Contacts and Leads.

SMS and Dialer:

  • Introduced the ability to choose the default contact phone number to be used for SMS and Salesforce Dialer.

Bug fixes with this version

Salesforce Relate To:

  • Fixed a bug that impacted the ability to perform the Relate To feature and update tasks without exceptions (i.e. with no records limit errors on Task object)

  • Fixed a bug on the ability to relate all calls with Salesforce records and without apex exceptions (i.e. no records limit to relate).

  • Fixed a bug where the last viewed records already selected could be found in a new search, correcting the erroneous action that allowed users to select multiple equal records.

  • Fixed a bug that could, in some scenarios where the agent didn’t have any recently viewed relate to records, prevent the relate to component from popping.

  • Fixed a bug that would occur when the insertion of the Talkdesk Activity fails on the first attempt, preventing the creation of the log and, in some cases, affecting the pop action of the widget to be out of time or context.

Salesforce Dialer:

  • Fixed a bug where the Dialer modal was showing Full Layout instead of Compact Layout, so now only the configured fields in the Compact Layout are seen on the modal.

General:

  • Fixed a bug allowing the hour and half hour of the day fields to be now correct upon Talkdesk Activity creation on call start.

  • Other minor bug fixes and enhancements.

 

July 7, 2020 | Talkdesk for Salesforce 3.15

Talkdesk will release version 3.15 of the Salesforce Managed Package on Tuesday, July 7, 2020. Please see below for details regarding the upgrade schedule and summary of new features. 

When will the change happen?

On July 7, 2020, Talkdesk will push version 3.15 of Salesforce to all customers who have requested a sandbox-first upgrade.

Beginning July 14, 2020, the push upgrade process will be initiated for all remaining customers. This upgrade will take place on July 14 and July 15.

What enhancements will this version bring?

  • Salesforce SMS Flows [Generally Available] - The customers will be able to send an SMS message from a Lightning Flow or process builder, leveraging Salesforce automations and Talkdesk SMS capabilities. The SMS for Lightning Flows feature allows customers to use a drag and drop flow builder to send an SMS message from Salesforce Lightnings Flows and/or Process Builder.

  • Salesforce Preview Dialer[Early Access - Part of ongoing Salesforce Dialer Integration EA program] - This feature will allow the customers to have a preview dialer directly from within Salesforce leveraging the Salesforce’s listview filtering capabilities. The Preview Dialer feature gives an agent and salesperson the ability to automatically dial down a list of Salesforce records (controlled by the agent/salesperson). Please note that this feature is being released as part of an Early Access Program. To learn more, reach out to us.

Enhancements 

Salesforce Relate to:

  • Enhanced the mechanism of retrieving faster some results, preventing a loop upon some specific use cases.
  • Introduced the ability to transfer the due dates and call notes from the disposition screen to the automatically created task for Accounts, Cases and Opportunities.
  • The user is now able to choose which field should be presented by object on the relate to results.

Automations Page:

  • UX improvements to introduce the ability to cancel any unsaved changes and save all the changes at once at the end of the editing process.

SMS from contact/case:

  • It's now possible to set a default contact phone field (standard or custom) to be used with the Talkdesk SMS component.

Bug fixes with this version

Salesforce Relate to:

  • Search result with over 200 records will no longer trigger an error.

  • Some records were not presented in the most recent logical order, this has been amended.

  • On the relate to component, in the event that the user is attempting to relate one call to more than one lead, they will now be visually guided in order to clearly show that a multiple selection and association of records on that specific case is not possible.

  • Introduced a cap size of 200 records to prevent a bug when retrieving larger results.

Salesforce Dialer:

  • Dialer will no longer crash when the click-to-call is used with an already defined list.

Omnichannel Sync:

  • Visual inconsistencies have been resolved when the status name is too long for the available field space (resolution responsive).

General:

  • Other minor bug fixes and enhancements.

 

April 7, 2020 | Talkdesk for Salesforce 3.12

Note: Callbar has reached the End of Life on September 1, 2023. Existing references to Callbar in these Release Notes will be kept for historical purposes.

Talkdesk will release version 3.12 of the Salesforce Managed Package on Tuesday, April 7, 2020. Please see below for details regarding the upgrade schedule and summary of new features.

When will the change happen?

On April 7, 2020, Talkdesk will push version 3.12 of Salesforce to all customers who have requested a sandbox-first upgrade.

Beginning April 14, 2020, the push upgrade process will be initiated for all remaining customers. This upgrade will take place on April 14 and April 15.

What enhancements will this version bring?

  • Salesforce Relate-To - It’s now possible to relate an inbound or outbound call to Salesforce Accounts, Contacts, Leads, Cases, Opportunities directly on Salesforce in Lightning experience. The configuration allows defining which and how objects can be related to the call and even automate the relation if only a 1-1 relation exists. The search functionality and an intelligent algorithm helps the agent select the correct entity to relate.
  • Salesforce Dialer[Early Access - Select availability; please inquire] - This feature provides the ability to automatically dial down a list of Salesforce records (Contacts, Cases, Accounts, etc.). During the list dialing, the agent will be able to pause and resume the call list at any time or make an explicit click to call to any phone number on the list when paused or stopped. This automatic dialer has awareness of the “Do Not Call '' Salesforce field in contacts so that it will not make undesired calls. Other features such as delay between calls and action on dial can also be defined. Please note that this feature is being released as part of an Early Access Program. To learn more, reach out to us.

Bug Fixes

  • Sample Data: An Admin can now generate sample Talkdesk Activity data.
  • Callbar Relate-To: Activating the Relate-To toggle in Admin no longer throws an error.
  • SMS: When an agent sends an SMS, the outbound number no longer returns to default.
  • Other minor bug fixes and enhancements.
  • Callbar Relate to: The default number of records that is presented to the user is now 8.

 

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