Genesys Cloud FedRAMP region – January 27, 2025

Custom inbound data filtering rules for digital channels

Administrators can create and apply custom data filters to the inbound digital interactions with regular expressions to identify and filter specific information, such as email addresses, government identification numbers, financial account numbers, and other text strings as defined by a regular expression. This feature mitigates the risk of PII or other sensitive data exposure. The custom data filters redact sensitive information automatically before the information is stored or processed. The redacted data appears as a series of 'X' characters. 

Login banner added to Genesys Cloud login screen

Genesys added a banner to the login screen that informs users of their rights and obligations before they log in and helps organizations meet compliance requirements, such as ENS Royal Decree 311/2022 and other security frameworks. The banner reads, “The Genesys Cloud platform is the property of Genesys Cloud Services, Inc. It is provided for the intended use of your organization under terms of service. The use thereof may be monitored for improper use or unauthorized access.” The banner aids organizations with their usage policy communication, supports consistency across the platform, and reduces the effort to align with regulatory standards for login security.

External contacts profile panel refresh

Administrators can now experience an updated and modernized external contacts profile panel with enhancements to the user interface and navigation. The new design reduces the number of clicks required to perform tasks such as editing an organization or unlinking contacts, and introduces hyperlinks to manage contact and organization names for improved navigation and profile management. This refresh simplifies the user experience and makes the profile panel easier to maintain and update, helping to accelerate the roll-out of future features. While the appearance and functionality of the panel have improved, the core functionality of external contacts remains unchanged. This enhancement focuses on creating a more intuitive interface for users while modernizing the technology for better performance and feature development. Key updates include:

• A dedicated tab for external organizations.
• Standardized Genesys Cloud components, such as fields for phone numbers and SMS settings.
• Streamlined workflows for a more cohesive and efficient experience.

Interactive WhatsApp templates with images and dynamic call-to-action buttons

Administrators can now create and manage WhatsApp template messages (canned responses) with enhanced interactive components. Agents and agentless API clients can use these templates to start new conversations or continue existing ones with WhatsApp contacts. This feature allows businesses to send highly interactive and visually rich messages, enabling better engagement and communication with customers. This feature also provides agents with the tools to deliver a richer and more dynamic user experience on the WhatsApp channel. By incorporating call-to-action buttons and images, businesses can share contextual information, promote products, and services more effectively, and help customers to easily complete transactions. Templates can include:

• Header: Static or dynamic text, or an image.
• Footer: Text-only.
• Buttons: Custom quick replies, call phone number, or visit a website (with static or dynamic URLs).

Content based search for knowledge articles

Knowledge authors can now enable article content search to ensure that the knowledge search service looks for relevant results within the body of the knowledge article, in addition to titles and phrases. For existing knowledge bases, knowledge authors must export and then import the knowledge base and enable content search during the import process. This feature benefits organizations that use longer articles or third-party articles from a knowledge connector and improves search accuracy.

Automate and streamline workforce management time-off requests for published schedules

Administrators can now automate the management of time-off requests for published workforce management schedules. When a time-off request is approved (whether through auto-approval or manual approval by a supervisor), the system automatically syncs the request with the published schedule and republishes it without requiring manual updates. To further enhance schedule integrity, supervisors can configure rules to check for specific activity codes in published schedules before auto-approving time-off requests. If restricted activities are detected, the system holds the request for manual review, ensuring that potential conflicts are addressed before the time-off request is finished. These updates reduce administrative effort, improve schedule accuracy, and enhance agents’ visibility into their approved time-off, all while helping supervisors manage schedules more effectively.

Deprecation: Legacy ACD web chat (version 1)

On January 27, 2025, Genesys ended support for the legacy ACD web chat version 1, accessible through the chat widget version 1. Genesys recommends that customers who use this functionality migrate to web messaging and Messenger. Genesys deprecated ACD web chat version 2 and the corresponding chat widget versions (version 1.1 and version 2.0). They will all be removed at a later date.

Deprecation: Legacy co-browse and screenshare

On January 27, 2025, Genesys ended support for legacy co-browse via co-browse deployments (chat and voice) and screenshare. Genesys recommends that customers who use the legacy co-browse migrate to the co-browse for Messenger, which supports web messaging and voice. Genesys recommends that customers who use screenshare assess whether co-browse can accommodate use cases and if not, explore suitable feature replacements from Genesys AppFoundry partners.