Explore the latest enhancements for Telephony, Call Center, and the overall Let’s Talk user experience
The June 2025 release introduces updates to help your team work more efficiently and deliver faster, more responsive customer service. Key highlights include new Telephony and Call Center features—like Holiday Calendars and In-Queue Callback—that enhance flexibility and streamline call handling in Let’s Talk. Call Center supervisors also gain increased visibility into phone activity and more control over call recordings. Plus, we’ve made it easier to access support through Chatsy, export data, and build forms—reducing complexity and helping your team stay focused on delivering exceptional service every day.
Telephony and Call Center Updates:
- Call Center Holiday Calendars: We’ve introduced Call Center Holiday Calendars, allowing System Admins to automate call routing during holidays. This new feature reduces manual work and errors by enabling customized holiday schedules, voicemail greetings, and routing settings—ensuring callers are informed and supported even when offices are closed.
- In-Queue Callback: This update gives callers the option to receive a callback instead of waiting on hold—boosting both efficiency and customer satisfaction. System Admins can enable this feature per queue, and detailed reporting tracks callback activity for greater visibility and performance insights.
- Record Secondary Call Conversations: Call recordings now capture all active conversations during call conferences—including warm transfers and admin barges—ensuring a complete record of internal discussions even when the original caller is on hold. This update improves accuracy and accountability across complex call scenarios while maintaining privacy when all parties are placed on hold.
- Direct Transfer After Ask First: Agents can now complete a direct transfer after an ask-first transfer, as long as the call returns to two parties. This resolves a key limitation, making it easier to route calls efficiently without getting stuck in multi-party call restrictions.
- Secondary Agent Transfers: Agents who receive an ask-first transfer can now make transfers once the original primary agent leaves the call, with the secondary agent automatically becoming the new primary. This change prevents transfer restrictions during multi-party calls and improves call routing flexibility.
- Telephony Settings Activity Logs: System Admins can now view detailed logs of all changes made to Telephony settings, including who made the update and when. This provides better transparency and control over configuration changes.
Additional Let’s Talk Updates:
- Overview Dashboard Download PPT — Add Top Themes and Summaries: A follow up update to AI Themes and Summaries from the May 2025 release, users can now download the Overview Dashboard as a PPT file that includes top themes and AI-generated summaries, making it easier to share key insights with colleagues.
- Disable Submit Button Rule in Form Editor: Users can set rules in Form Builder to disable the submit button when specific options are selected in multiple-choice questions, allowing for greater control over form submissions.
- Inactive Dialogue Owners Filter: Advanced search now includes filters to identify inactive topics or owners, helping users quickly find relevant active dialogues by selecting either topic or owner.
- Delete Inactive Users: System Admins can now delete inactive users from the front end, even if those users are associated with dialogues or topics, reducing operational overhead and streamlining user management.
- Turn Off Inactive User Notifications: System Admins can now turn off notifications that alert them when users are made inactive.
- Consolidate Question Mark Icon and Chatsy in Let’s Talk Accounts: We’ve updated the question mark flow by consolidating all support forms into the Email tab of Chatsy, creating a single, streamlined location for submitting requests, sharing feedback and reporting a bug.
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.