Genesys Cloud FedRAMP region – Features coming soon

This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until April 15, 2024. The feature descriptions in the April 15, 2024, Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.

Architect post-call actions in voice calls

Voice flow authors now have the ability to specify post-call actions in Architect inbound and in-queue call flows. This feature provides the ability to trigger post-call actions when a participant becomes the last one on a call and then transfer customers to a survey flow or an external number.

Improved agent utilization for digital transfers

Genesys Cloud now ensures that digital interactions in a transfer state do not affect an agent's utilization. With this feature, agents can now handle other digital interactions while they wait for another agent to accept the transferred digital interaction.

Co-browse for web messaging

Agents can now participate in collaborative browsing sessions with customers. Co-browse enables customers to share their browser view with agents to help customers complete complex tasks from their website. Customer can grant or revoke control to agents to complete the task. Customers can also draw on the page and highlight specific items on the screen. 

Co-browse for voice via Messenger

Administrators can now easily support co-browse for voice using their Messenger deployment. During voice interactions, customers can use co-browse to share their browser view with agents and help overcome friction points on the website. Agents can also request limited control over the customer’s browser to better assist them.

Deploy Messenger without web messaging

Administrators can now actively disable web messaging in their Messenger configuration. This action allows administrators to deploy Messenger exclusively for Messenger app usage, such as co-browse for voice or the Knowledge App.

Messenger JavaScript SDK toaster plugin

Developers can now use the Messenger JavaScript SDK toaster plugin for Messenger to actively display custom alerts, disclaimers, and offers on their website.

Messenger co-browse toolbar improvements

Customers can now use the new co-browse toolbar to perform drag and drop functionalities. Agents can also use the co-browse toolbar to request that the customer navigate to an agent-chosen URL.

Co-browse supports multiple iframes

Co-browse now supports multiple iframes on your brand's website. In co-browse sessions, the agent sees all iframes on the webpage, as long as they share the same domain as the iframe where the Genesys Messenger is deployed. 

Co-browse for web messaging read-only fields and buttons

Administrators can now limit the fields that agents can modify, even when the agent has remote control of the customer’s screen during the co-browse session. This feature enables administrators to define the CSS selectors from Messenger configuration and select the designated fields as read-only. Administrators can use this feature to ensure that agents cannot modify sensitive field values or click the final submit button on application forms.

Conversation summarization with Genesys Agent Assist for Voice

Genesys Agent Assist now offers conversation summarization for voice interactions. The summarization process automatically generates summaries of conversations between agents and customers. Previously, conversation summarization was limited to digital channels.

Public APIs for Collaborate chat room management and chat messages

Genesys Cloud Public API now has REST endpoints to create, update, and view Collaborate chat messages and chat rooms. This feature enables developers and administrators the ability to integrate Collaborate messages and Collaborate chat into your business workflows.

Public APIs for Collaborate chat room management and chat messages

Genesys Cloud Public API now has REST endpoints to create, update, and view Collaborate chat messages and chat rooms. This feature enables developers and administrators the ability to integrate Collaborate messages and Collaborate chat into your business workflows.

Note: This feature list is subject to change.