Ideas
- In progress
Give users the option to switch to Dark Mode in the Talkdesk Express interface, either manually or automatically based on system settings. Some of us are spending hours a day in Express, especially in low-light environments or multitasking across tabs. A Dark Mode would improve comfort, reduce eye strain, and align with what users already expect from modern SaaS tools. 3 - Delivered
Express includes Autopilot by default, i.e. an intent-based bot. But access to AI Agents (powered by generative, agentic AI) still requires manual enablement. To reduce friction and improve time-to-value, it would be great if AI Agents were enabled by default in Express and easily configurable via a self-service setup wizard. 1 - New
We aim to distribute inbound interactions fairly using a round-robin approach, i.e. prioritizing the agent who has been idle the longest. However, today if an agent manually changes their status to "Unavailable" and then back to "Available", their idle timer resets. This allows them to bypass the round-robin assignment logic, potentially leading to unfair distribution and degraded queue efficiency. We suggest adding a configuration to restrict agents from manually changing their availability status, or at least allow admins to lock idle time persistence across status toggles. 0 - New
Choosing the right Text-to-Speech (TTS) voice plays a big role in providing the best possible customer experience. Right now, selecting a voice means making a choice without hearing how it sounds first. Have you considered adding a "Listen Before Selecting" feature, allowing to hear a short sample of each TTS voice before applying it. This would make it easier to choose a voice. 0 - In progress
The configuration wizard performs backend configurations. It would be interesting to have more information the user what was automatically set up. Also, when using email, there is an automatic reply that the user does not configure. It’s annoying to have that automatic reply in the email. It did send a bunch of emails back before I noticed it. Maybe Express could ask before configuring the automatic answers? 0 - In progress
Customers today expect seamless support across multiple channels beyond voice and email. Adding more digital channel options - such as WhatsApp and Apple Business Chat - would enable businesses to meet customers where they are. This would improve customer engagement, reduce wait times by offering asynchronous support, and enhance overall satisfaction by giving customers their preferred communication method. 1 - Delivered
Administrators should have a way to log out inactive or unauthorized users from the platform. This can be problematic if an agent forgets to log out, leaves their workstation, or if a session needs to be forcibly terminated. Adding an admin-controlled logout feature would improve security, ensure better session management, and allow businesses to enforce policies around inactivity and unauthorized access. 0 - Delivered
Security is critical, especially with rising cyber threats. Is there a way in Talkdesk Express to enable 2FA, leaving accounts unvulnerable to unauthorized access? Allowing users to enable 2FA (via SMS, authenticator apps, or security keys) would enhance account security, protect sensitive customer data, and increase trust in the platform. 1 - Planned
Currently, Talkdesk Express users receive invoices and receipts only via email. Many businesses prefer to download these directly from the platform for record-keeping and accounting purposes. Adding a self-service option to download receipts and invoices from the billing section would improve accessibility, reduce support requests, and streamline financial management. 0 - Planned
Currently, registering a number for A2P (Application-to-Person) messaging certification can be complex and time-consuming. A more streamlined, guided process within Talkdesk Express would help businesses quickly comply with regulations and avoid SMS delivery issues. Faster certification means businesses can start sending SMS campaigns and notifications more efficiently, reducing delays and ensuring compliance without added frustration. 2
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