Important: Feature deployment schedule
Genesys is modifying the regional deployment schedule for the release of new features. This week’s features will begin to deploy on Wednesday, with full deployment across all regions expected to be completed by the end of the day Friday.

Customer engagement

Search domain names and email addresses lists

Administrators can now search the email domain names and email addresses lists in the domains dashboard and the email addresses dashboard to find specific email addresses and domains. For more information, see Set up outbound email for campaigns or agentless email notifications. This feature requires 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, or Genesys Cloud CX 3 Digital.

Agent email editor enhancements

Agents can now view improvements to the email editor, including attachments at the top of the editor, more details in incoming email headers such as To and CC, and better subject line visibility. For more information, see Reply to an email message interaction. This feature requires 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, or Genesys Cloud CX 3 Digital.

Email signatures appended to agent email

Administrators can now configure an email signature to immediately follow an agent’s response. This feature enables agents to view and edit the email signature directly in the editor. For more information, see Use the organization’s email domain name. This feature requires 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, or Genesys Cloud CX 3 Digital.

Canned responses source code/HTML editor

Canned responses source code/HTML editor Administrators and canned responses authors can now use the HTML source code editor to create and manage content. The HTML source code editor is available in the following response types: Standard, Campaign Email Template, and Footer. For more information, see Format canned responses. This feature requires 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, or Genesys Cloud CX 3 Digital.

Perform multiple actions on an email

Agents can now perform multiple actions on a single email before they disconnect and wrap-up the interaction, including multiple replies and forwards. For more information, see Use the organization’s email domain name. This feature requires 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, or Genesys Cloud CX 3 Digital.

Enhanced canned responses editor options

Enhanced canned responses editor options  Canned response authors can now use new formatting options in the canned responses editor to create richer, customized content. The formatting enhancements include font style, font size, subscript, superscript, and tables. For more information, see Format canned responses. This feature requires 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, or Genesys Cloud CX 3 Digital.

Route email to multiple destinations

Administrators can now define whether an inbound email that contains multiple recipients and belongs to multiple destinations route to all destinations in the email, such as queues or flows. This feature enables administrators to configure emails that create multiple conversations and then routes them to all of the queues that are configured for the inbound email distribution lists. For more information, see Route email to multiple destinations. This feature requires 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, or Genesys Cloud CX 3 Digital.

Email configuration UI updates

Email configuration UI updates Genesys Cloud updated the style of the Admin > Contact Center > Email page to keep pace with industry standards and trends. The style changes include updates to buttons, text formatting and fields, tables, and menus. These changes do not impact the workflow of the UI. For more information, see Upcoming UI Style Changes – Contact Center Email Administration in the Genesys Community. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital.

Increased email size limit for custom AWS integrations

Increased email size limit for custom AWS integrations Agents can now send emails and attachments through AWS with up to 40 MB of data after base-64 encoding. For more information, see Attach a file to an email message. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Introduction of OAuth 2.0 for custom SMTP integration

Introduction of OAuth 2.0 for custom SMTP integration Organizations that use a custom SMTP integration to send email can now use OAuth 2.0 to authenticate. Administrators can choose between basic authentication and OAuth 2.0 when they activate the SMTP server integration. For more information, see Configure and activate the custom SMTP server integration. This feature requires 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, or Genesys Cloud CX 3 Digital.

Increased email size limit for custom SMTP integrations

Increased email size limit for custom SMTP integrations Agents can now send emails and attachments through a custom SMTP integration with up to 40 MB of data after base-64 encoding. For more information, see Attach a file to an email message. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Add and remove flexibility for email history in agent emails

Administrators now have more control over when they want to include or exclude message history from an email that an agent sends on behalf of a queue. This feature add these options for email configuration: Always auto-include message history with each agent’s response, Never include message history with each agent’s response, and Let agents decide for each response (default). For more information, see Use the organization’s email domain name. This feature requires 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, or Genesys Cloud CX 3 Digital.

Automatic email signatures in canned responses

Automatic email signatures in canned responses Contact center administrators and managers can now create email signatures in canned responses and automatically add the signature to agent emails. This feature enables agents to send emails without typing a signature or searching for a signature in canned responses. For more information, see Add an email signature response, and Substitutions Overview. This feature requires 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, or Genesys Cloud CX 3 Digital.

Improved analytics email data with CC/BCC details

Contact center supervisors and managers can now view email CC and BCC recipients included in an email interaction. CC information appears for both the inbound and outbound emails, while BCC information appears for the outbound email only. For more information, see Interactions view, Queues Interactions Detail view, and Agents Interactions Detail view. This feature requires 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, or Genesys Cloud CX 3 Digital.

Data, Analytics & Reporting

Acoustic metrics added to transcript aggregates

Analysts can now access acoustic metric information with the Transcript Aggregate APIs. This functionality enables analysts to understand the associated acoustic details for speech and text insights. This feature is an API only release. For more information, see: Metrics in the Genesys Cloud Developer center. This feature requires 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, or Genesys Cloud CX 3 Digital.

English voice transcript sensitive data masking improvements

Genesys Cloud improved English voice transcript sensitive data masking. These improvements increase the accuracy of PCI and PII entity detection in transcripts. This feature requires one of the following licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Integrations

SMTP server integration email error notifications to agents

Agents in contact centers that use the custom SMTP server integration to send outbound emails now receive error notifications when the SMTP server integration fails to send the email. This feature enables agents to alert their administrator or supervisor about the error to improve customer communication and expedite problem resolution. For more information, see Use the custom SMTP server integration to send outbound emails. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital Upgrade II.

Notes:
  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, 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.