Delight Desk updates: Macros, voice handoff, and one queue for every channel

Delight Desk could save a canned reply, but not the actions around it — no status change, no reassignment, no tags. A voice call handed off by the AI agent had nowhere to go but an external contact center, so it left Desk (and its history) entirely. And chat, email, and voice each behaved like separate tools, even though agents needed to work all three from one place. Individually, each of these was a reason a team stayed on their old helpdesk instead of moving to Desk.

This release closes all three, so there's nothing left holding your team back from making the switch.

What's new

• Macros: Delight Desk now supports macros. A single command posts a reply and applies ticket actions together, such as status, priority, assignee, team, and tags. 
• Voice handoff to a human agent: When the AI agent can't resolve a call, it hands off to a Delight Desk agent on the same live call. The full transcript and context arrive with it. No re-dialing, no asking the customer to repeat themselves.
• Every call becomes a ticket: Calls handled or handed off by the AI agent now generate a Desk ticket automatically, with the full transcript attached, so voice gets the same history and reporting as every other channel.
• One queue for every channel: Chat, email, and voice tickets now live in a single Desk queue, so agents work every channel from the same place instead of switching tools mid-conversation.

Taken together, these updates let a support team run macros, calls, chat, and email entirely inside Delight Desk, without giving up the workflows they already depend on.