Contact center

Predictive Engagement content offers

Predictive Engagement administrators can now create a Content offer action type that triggers based on visitor behavior on the customer website. A content offer is an on-screen promotion or offer that engages a website visitor and prompts action. For more information, see About content offers. 

Email message threads

Genesys Cloud now only threads messages together when they are sent as a reply to an existing email. This process provides agents with the necessary context for customer replies. When customers send new email messages or forward existing ones, Genesys Cloud does not thread the messages. For more information, see ACD email overview.

Deprecations

Bridge integrations deprecation postponement

Genesys announced the Bridge integrations deprecation on January 16, 2019 with a December 31, 2019 removal date. Genesys has postponed the deprecation schedule, which now varies for the different Bridge integrations. For more information, see Deprecation: Genesys Cloud Bridge integrations.