Important: New feature deployment schedule in effect
Starting March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.

Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Knowledge authors can now customize knowledge article touchpoint variations for different segments. This feature enables personalization of knowledge content based on customer attributes and the context of the interaction. To customize segments for customer and journey attributes, administrators must enable Predictive Engagement. 

Additional details

Where:

  • Admin > Knowledge > Articles

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
  • Genesys Cloud CX 3 Digital
  • Genesys Cloud CX AI Experience

Read more:

Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

Knowledge authors can now configure specific knowledge article variations to surface when Genesys Cloud finds a matching Predictive Engagement segment. Customers who use the Knowledge App for Messenger see article variations that match their segment criteria.

Additional details

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
  • Genesys Cloud CX 3 Digital
  • Genesys Cloud CX AI Experience
Note:
  • Genesys Cloud enables features for release beginning Monday and by end of day Wednesday, 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.