Important: New feature deployment schedule in effect
Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.

Outbound WhatsApp message on behalf of a queue

Agents can now start new conversations or continue existing conversations with a WhatsApp contact by sending pre-approved, outbound WhatsApp template messages on behalf of a queue. This feature is not available in Genesys Cloud embedded clients.

Additional details

Where:

  • Admin > Queues > queue name > Chat/Message

One of the following licenses:

  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 2 Digital
  • Genesys Cloud CX 3
  • Genesys Cloud CX 3 Digital

Read more:

File attachments via supported content profile

Feature postponed: April 12, 2024    Feature reenabled: May 30, 2024

Agents and users can now send any file type that is supported by Messenger configuration’s supported content profile definition. Some file formats (image, audio, video, and pdf) are also displayed inline within Messenger.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 2 Digital
  • Genesys Cloud CX 3
  • Genesys Cloud CX 3 Digital

Read more:

Edit and rerun scheduled exports

Feature rollback: April 11, 2024    Feature reenabled: May 22, 2024

Administrators and supervisors can now attempt export retries directly from the inbox panel and also leverage enhanced schedule export capabilities. These new features allow administrators and supervisors to add static links; edit the schedule run times; and start off-schedule, ad hoc export runs for improved flexibility and control.

Additional details

Where:

  • Performance > Workspace > Other > Scheduled Exports

One of the following licenses:

  • All licenses include this feature.

Read more:

Export panel enhancements

Feature rollback: April 11, 2024    Feature reenabled: May 22, 2024

Genesys Cloud enhanced the general usability of the export panel to increase customer engagement, retention, workspace adoption, and customer satisfaction. This feature enables administrators and supervisors to format export duration columns using seconds or H:M:S as one of the time values. Previously, administrators and supervisors could only use HH:MM:SS or milliseconds to format the duration columns.

Additional details

One of the following licenses:

  • All licenses include this feature.

Read more:

Improved native voice transcription accuracy for Spanish dialects

Genesys Cloud improved native voice transcription accuracy for Spanish Spain (es-ES) and Spanish United States and Latin America (es-US).

Additional details

Where:

  • Admin > Quality > Speech and Text Analytics

One of the following licenses:

  • Genesys Cloud CX 1 WEM Add-on II
  • Genesys Cloud CX 2 WEM Add-on I
  • Genesys Cloud CX 3

Read more:

Push notifications on Collaborate for iOS regardless of presence or status

Users can now select to receive push notifications on Collaborate for iOS regardless of their presence or status. This feature ensures that Collaborate users constantly receive notifications, instead of only when Collaborate is active on their device.

Additional details

One of the following licenses:

  • Collaborate

Read more:

Introducing the Nuance Recognizer as a Service integration

Genesys Cloud customers can now capture and interpret information using automated speech recognition (ASR) in transactional IVR applications. Because these applications demand multi-digit or numeric input, and in response to the increasing use of hands-free environments by callers, ASR support is crucial for improved customer experiences. By integrating ASR support and bot capabilities, along with the option to reuse customized and fine-tuned grammars from past implementations, customers gain the ability to develop a wider range of voice applications.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1
  • Genesys Cloud CX 2
  • Genesys Cloud CX 3

Read more:

Improved flow size indicator in Architect

Genesys Cloud improved the flow size indicator in Architect to help flow authors keep better track of flow size. This improvement enhances the ability of flow authors to optimize their flow size during design time and ensures that flows do not reach the maximum size, for example, by modularizing their flows at an early design stage. The flow size indicator now displays the percentage that the flow utilizes of the maximum size that Architect allows and is visible at all times.

Additional details

Where:

  • Admin > Architect > Architect > [flow type]

One of the following licenses:

  • All licenses include this feature.

Read more:

Introducing the Audio Connector integration

Administrators and contact center managers can now use the Audio Connector to stream conversation audio to third-party services and back. Audio Connector enables partners and customers to extend the open Genesys Cloud platform with their own voice-based services and meet bi-directional audio streaming needs such as serving voice bots and performing active voice biometrics.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1
  • Genesys Cloud CX 2
  • Genesys Cloud CX 3

Read more:

Deprecation: Mobile Messenger SDK for React Native apps

On July 8, 2024, Genesys will end support for the Mobile Messenger SDK wrapper for React Native applications and will remove access to all React Native repositories.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 2 Digital
  • Genesys Cloud CX 3
  • Genesys Cloud CX 3 Digital

Read more:

Deprecation: Native X (formerly Twitter) third-party direct messaging channel

On April 11, 2024, Genesys will end support for the native X (formerly Twitter) third-party messaging channel, with no customer impact. At a later date, Genesys will release a new native X integration. Organizations that need X direct messaging before Genesys launches the new offer should see the Read more articles in the Additional details section.

Additional details

One of the following licenses:

  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 2 Digital
  • Genesys Cloud CX 3
  • Genesys Cloud CX 3 Digital

Read more:

Note:
  • Genesys Cloud enables features for release beginning Monday and by end of day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
  • Some features may require an integration add-on.