Contact center

ACD email message threading limit change

Genesys Cloud now threads email messages together when it receives a reply to an existing email within 30 days. Email replies received after 30 days start a new conversation. Previously, the limit before starting a new conversation was one year. For more information, see ACD email overview.

Contact verification and interaction history enhancements for additional selected regions

Enhancements to contact verification and interaction histories for chats and calls are now available in the EU (Ireland) (eu-west-1), Asia Pacific (Sydney) (ap-southeast-2), Canada (Canada Central) (ca-central-1), EU (Frankfurt) (eu-central-1), EU (London) (eu-west-2), and Asia Pacific (Seoul) (ap-northeast-2) regions and coming soon to other regions. Genesys Cloud now automatically verifies a contact when an interaction begins, and displays abandoned and self-service interactions in interaction histories. For more information, see Contact verification overview, Find, view, and verify a contact’s profile, View the interaction history for a contact, and View interaction history for an organization.


Single sign-on integration enhancement

Administrators can now specify any Genesys Cloud URL for the ServiceName SAML attribute when configuring Genesys Cloud single sign-on for a third-party identity provider. After successful authentication, Genesys Cloud opens on the specified page. Previously, the ServiceName attribute allowed only designated keywords. For more information, see Supported single sign-on integrations in About single sign-on (SSO).


Journey JavaScript SDK enhancement for refined tracking and segmentation

The Journey JavaScript SDK for Predictive Engagement (Predictive Engagement) now includes methods that enable developers to track when a user scrolls a webpage, and when an element becomes visible in or disappears from the viewport. For more information, see autotrackScrollDepth and autotrackInViewport in the Journey JavaScript SDK.