Genesys Cloud
Administrator control restricts emoji use in agent messaging

In a future release, Genesys Cloud will introduce a setting that allows administrators to disable the emoji picker in the agent messaging interface. When the emoji picker is unavailable, every message containing an emoji stops. Currently, the emoji picker is always available in the messaging component and cannot be turned off. With this change, administrators gain control over whether agents can access the emoji picker, giving businesses more flexibility to meet their communication standards or regulatory requirements.

This update removes the built-in emoji picker component for organizations that choose to disable it. While some organizations, especially businesses in regulated industries, prefer to keep messaging strictly professional. This new control gives administrators the ability to restrict emoji use at the platform level, aligning agent communication with business policies.