Genesys Cloud
Accessibility improvements for the “Start a conversation” modal

In a future release, Genesys Cloud will enhance the Start a conversation modal to align with accessibility standards and improve usability for agents who use screen readers or keyboard navigation. Previously, the modal’s design created some challenges for assistive technologies in detecting and describing tooltips or interactive elements.

The updated experience will ensure proper focus management, clearer navigation, and accessible tooltips within the Call Controls panel. These improvements provide a more consistent and inclusive interface that supports all users while maintaining compliance with WCAG accessibility guidelines and Genesys UX principles.

For more information, see: Start Conversation Modal Accessibility Enhancement for JAWS Support.