Limited release: These release notes are relevant only to clients using this specific release. Most clients only need the information in the release notes for release 25.x.
You can always see which release of LeadDesk you are using by checking the URL when you have LeadDesk open. In this example, the user is on release 25.10, and this release note would not be relevant.
Admin
- Added a new setting for Customer Service (Omni) projects in the Outcomes section. If the project has no outcomes (or only one outcome), ticking Automatically close the call when it ends... will let agents close conversations without selecting an outcome. The setting has no effect on projects with two or more outcomes defined.
Agent
If the Admin has enabled the option to close conversations without an outcome:
- Conversations can be ended with the Close button. In the contact's history, that conversation will show either with the single outcome for the project selected, or "-" if the project has no outcome.
Update to how categorisation is handled for conversations that have been transferred between agents:
- If categorisation is mandatory for the agent, the second agent will only have to categorise interactions they own. An outcome can be selected even if the first agent did not categorise all of their interactions.
- The first agent will no longer be able to assign an outcome to the conversation, if the second agent has accepted the transfer.
Additionally:
- After using merge contact or set contact, any custom project tabs will be refreshed with the new contact details.
- Fixed an issue that prevented agents searching for the content of notes they had added to a contact.
- When making an assisted transfer for a call, the Transfer button will only be available once the third party picks up.
- Agents will now be able to make calls to a contact even when the original project for that contact is no longer available. This ensures that agents can still make scheduled callbacks to contacts, even if the project no longer exists.
- The previous selection for note categories is no longer remembered from one call to the next.
Talk
- Removed a hard-coded time limit that would sent the agent to the Away screen after they were passive for 5 minutes. Setting to set a preferred time limit is available in project settings.
Follow release notes to keep updated
You can stay up to date with the latest releases by following the release notes section of the support pages.
- Go the LeadDesk Software version history section of the support pages.
- Click the Follow button to the right of the section title.
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