Genesys Cloud - December 15, 2021
Communicate
Telephony terminology changes
Genesys Cloud is making some terminology changes to better clarify our three telephony connection options — Genesys Cloud Voice, BYOC Cloud, and BYOC Premises — in the user interface, the Resource Center, and other communications. For more information, see Edge terminology reset. This feature has no restriction by user or required user to access.
Contact center
Send custom attributes with web messages
Developers can now set custom attributes and other participant data during a web messaging conversation. Send the attributes with any web message and update them throughout the conversation. Use the attributes to improve routing or to surface relevant information in a script. For more information, see Define and send custom attributes in Examples in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.
Agentless Notification API enhancement for SMS and open messaging
Developers can now use the Agentless Notification API to send agentless notification messages for SMS and open messaging during a connected conversation. For example, developers can now send a message using agentless notifications while the system is processing the conversation in an inbound messaging flow or in-queue flow, or when the conversation interacts with a bot or agent. For more information, see /api/v2/conversations/messages/agentless in Conversations in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.
Analytics Detail Events for the EventBridge integration
Analytics Detail Events for the EventBridge integration are now available. Genesys Cloud emits these events at key points in the conversation life cycle. This feature provides a reliable way for developers to stream analytics data (such as the start and end date of each communication session, who initiated the conversation, and conversation direction) for each conversation as it occurs, no polling required. The flattened object model enables customers to easily store events in their own relational database tables or target of choice. For more information, see Available topics in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.
Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions
Genesys Cloud improved voice transcription accuracy for French (fr-FR), Canadian French (fr-CA), German (de-DE), Italian (it-IT), Brazilian Portuguese (pt-BR), and Indian English (en-IN). For more information, see Genesys Cloud supported languages. This feature requires the following subscription: Genesys Cloud User 3.
Integrations
Salesforce Omni-Channel chat routing in Genesys Cloud
Genesys Cloud for Salesforce administrators can now route Salesforce Omni-Channel chats using Genesys Cloud ACD routing. For more information, see the Salesforce release notes and Install and configure the Genesys Cloud for Salesforce External Routing package. This feature has no restriction by user or required user to access.
Platform
CX as Code
Developers can now use CX as Code to manage Genesys Cloud resources and configuration across organizations. CX as Code is a Terraform-based open-source infrastructure that enables customers to manage contact center configuration across organizations as part of a CI/CD pipeline. For more information, see CX as Code in the Developer Center. This feature has no restriction by user or required user to access.
