Explore the latest enhancements for Telephony, Call Center, and the overall Let’s Talk user experience
The July 2025 release builds on last month’s enhancements with new tools to help you work smarter and deliver faster, more personalized customer service in Let’s Talk. As the final release before back-to-school, it includes updates to streamline Telephony and Call Center workflows—like controlling when dialogues are created from phone calls and adding custom hold music.
You’ll also find improvements that make it easier to manage resources in bulk, keep topics up to date, and export Word Cloud data for deeper insights. Each update is designed to give you greater flexibility, control, and efficiency as you prepare for a strong start to the school year.
Telephony and Call Center Updates:
- Choose to Create Call Dialogues: To keep workflows focused and organized, System Admins can now decide if agents should create a dialogue for each call—helping reduce clutter and unnecessary follow-ups. Settings can be customized by phone number to create, skip, or merge with existing dialogues.
- Hold Music Customization: Add a personal touch to the caller experience in your district. Upload custom hold music or announcements for each phone number to keep callers engaged and reinforce your district's brand.
- Flexible Call Details Report User Interface: Customize your reporting with ease. Users with Call Center Dashboard access can now reorder columns, filter by field, adjust date ranges, and save views—making reporting more actionable. Saved reports will now appear under “Saved Reports” and can also be exported to CSV.
Resource Center Updates
- Resource Center List View: The Resource Center now features a redesigned table view, making it easier to scan, sort, and manage articles and documents. Customize columns to choose what information is displayed in your table.
- “Last Content Update” Resource Field: See exactly when a resource was last updated with the new “Last Content Update” resource field. This field helps teams keep track of outdated content and prioritize refreshes.
- Bulk Resource Updates: Managing large sets of resources is now faster and easier with bulk update capabilities. Resource Center Managers can rescan, update, delete, or tag multiple resources at once—saving time and effort when making changes across their library.
- Enhanced Website Search and Visibility Controls: We've improved the management of large website scans by introducing new functionalities for searching and for hiding individual pages. Additionally, if there are certain pages you prefer not to be visible in your website scan, you now have the option to hide them. These enhancements aim to simplify the management of extensive website scans.
Additional Let’s Talk Updates:
- Dialogue Creation from Custom Email in BCC: To ensure no conversations are missed, Let's Talk now creates a new dialogue when a Let's Talk email address is included in the BCC field. This ensures all relevant communications are captured and tracked automatically.
- Export Word Cloud Data to CSV: Users can now export Word Cloud data in CSV format, making it easier to perform deeper analysis outside of Let's Talk. The CSV export includes only the table data, giving users flexibility to filter, sort, and explore insights their way.
- Topic Import and Export Sync: To simplify topic management, the templates for importing and exporting topics are now aligned. Users can seamlessly use the same file format for both operations, making it faster and easier to update, review, and manage topics across the platform.
- Disclose IP Address Information for All Dialogue Types: For improved safety and efficiency, System Admins can now reveal the IP address and other relevant details for regular, hidden, and anonymous dialogues in situations where a safety risk is identified. Consistent with previous functionality for hidden and anonymous dialogues, any revealed information will be recorded in the dialogue timeline.
- Chatbot and Resource Center Activity Log: System Admins now have increased visibility into changes made to the chatbot and resources within the resource center, as these modifications are now recorded in the activity log.
Ready to Dive In?
Let’s Talk empowers your district to deliver exceptional customer service — all from one platform. If your district isn’t using these game-changing features to power your customer service, connect with your Client Success Manager to get started.
Stay up to date on the latest enhancements! Catch up on previous Let’s Talk updates.
As always, we value your feedback. If you have any questions, reach out to your Client Success Manager or our Client Care team.