Genesys Cloud FedRAMP region – April 14, 2025

Multi contextual panels

External source for open messaging identity resolution in the UI

Administrators can now select the external source for an open messaging integration directly from the Identity Resolution menu in the Admin UI. This feature helps improve how Genesys Cloud matches inbound open messaging interactions to contact profiles. When a message arrives, the system can automatically match it to an existing contact using the external ID, or create a new identified contact if one doesn’t exist. This feature supports a complete view of customer interactions across time and touchpoints. By streamlining configuration through the UI, this release supports broader efforts to extend identity resolution and journey tracking across all communication channels. 

Detailed counts of digital messaging activity

Administrators can now view the distinct count of inbound and outbound SMS and social messages, as well as the number of SMS/MMS segments. Also, the system now displays the count of outbound agent-less emails. This new visibility helps administrators better understand messaging volume across digital channels and supports more accurate cost forecasting and operational planning.

Microsoft Graph for email integration

Administrators can now add a custom integration that allows Genesys Cloud to connect directly to Microsoft Graph for sending and receiving email. This feature provides a new option for customers who want their email traffic to stay entirely within their own Microsoft environment, using their own server’s security and processing tools. This new integration is an alternative to using AWS SES, or custom SMTP and IMAP configurations. With Microsoft Graph support, customers can manage email using Microsoft’s APIs, while applying their own encryption, malware scans, and other pre- and post-processing to messages.

Normalization of digits in French for low latency transcription

Developers who use the Notification API for voice transcription now receive normalized numbers and alphanumeric combinations in French (fr-FR and fr-CA). For example, "trente-cinq" dollars returns as $35 and "un A sept" returns as “1A7." This update improves how information is presented in near real-time, especially for users who leverage Agent Copilot features. Normalized transcription helps make spoken content more readable and easier to interpret quickly, which supports faster decision-making during or after calls. This feature also helps services like Agent Assist and knowledge surfacing more effectively recognize entities like currency amounts, IDs, or codes as they appear in conversations. 

Division support for external contacts bulk import

Administrators can now assign divisions to contacts during a .csv bulk import in External Contacts. Previously, contacts imported via .csv were assigned to the Unassigned division by default. With this update, administrators can ensure that contacts are properly categorized from the start, aligning with security requirements and organizational needs. This enhancement improves contact management by allowing organizations to segment and control access to contacts based on their internal structures. It supports organizations managing contacts across multiple divisions, helping them maintain better control over their contact repository while streamlining data management. Additionally, External Organizations now support External IDs for duplicate detection, matching, and linking to external sources. Identified contacts matched during import are automatically promoted to curated contacts. Enrich APIs for bulk enrichment and merging of External Contacts and External Organizations are also now publicly available as part of this release.

Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Supervisors can now filter and sort agents in real time based on their active conversation segments using the Agent Activity performance dashboard widget. This feature helps supervisors quickly identify agents engaged in specific types of interactions, such as calls on hold, wrap-up tasks, or active conversations. Supervisors can filter agents by division, reporting manager, assigned queue, skills, segment types, and requested languages. They can also sort agents based on segment duration, from shortest to longest or the opposite way. These options provide greater visibility into agent activity, making it easier to monitor workloads and provide targeted support when needed.

Improved agent email address handling

Agents can now edit email addresses directly when they compose messages. Genesys Cloud checks email addresses for correct format and highlights invalid ones in red and also recognizes when the maximum allowed length is reached and provides an error message to help agents correct the address before sending. This update helps agents work more efficiently by reducing the risk of sending messages to incorrect or incomplete addresses. With this release, agents benefit from:

• Real-time validation of email address format
• Clear visual feedback for invalid addresses
• Error messaging when maximum character limits are exceeded
• The ability to edit email addresses easily

Advanced knowledge handling in bot flows

Administrators can now configure bot flows to handle knowledge article responses manually before the articles appear to users. This update gives advanced bot builders access to the top article results, including confidence scores and article IDs, through a new flow variable. A new setting in the Ask for Intent block lets administrators choose where to store the new variable for further processing in the flow.