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 March 4, 2024. The feature descriptions in the March 4, 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.

Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Knowledge authors can now customize knowledge article touchpoint variations for different segments. This feature enables personalization of knowledge content based on customer attributes and the context of the interaction. To customize segments for customer and journey attributes, administrators must enable Predictive Engagement. 

Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

Knowledge authors can now configure specific knowledge article variations to surface when Genesys Cloud finds a matching Predictive Engagement segment. Customers who use the Knowledge App for Messenger see article variations that match their segment criteria.

Note: This feature list is subject to change.