Genesys Cloud - May 31, 2023

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows are now available for Danish Denmark (da-DK), Norwegian Norway (nb-NO), Swedish Sweden (sv-SE), and Turkey Turkish (tr-TR). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, 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.

Deprecations and announcements

Knowledge workbench V1 deprecation

On May 29, 2023, Genesys will remove the knowledge workbench V1. Genesys replaced the knowledge V1 with the knowledge workbench V2 that includes enhanced features and improved functionality. The deprecation affects customers who use the original Genesys knowledge workbench V1 through Genesys Dialog Engine Bot Flows and customers who use Genesys knowledge workbench v1 through the legacy Genesys Dialog Engine. Genesys recommends that affected customers create a backup of their knowledge workbench V1. For more information, see Deprecation: Knowledge workbench V1. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Legacy Genesys Dialog Engine deprecation postponement

On February 22, 2023, Genesys announced that it would remove the legacy Genesys Dialog Engine on May 29, 2023. Genesys has postponed the removal date to July 3, 2023. Genesys replaced the legacy Genesys Dialog Engine with Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows. The deprecation affects customers who use the original Genesys Dialog Engine. Genesys recommends that affected customers create a backup of their latest bots in production. For more information, see Deprecation: Legacy Genesys Dialog Engine. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Mandatory US and Canada SMS/MMS registration

Genesys Cloud organizations with United States and Canada 10-digit long code (10DLC) SMS enabled numbers must submit a registration form to avoid outbound message blocking after July 5, 2023. To submit a form, organizations must complete all fields and include specific details. Genesys will return forms with missing or unclear information, which may cause delays completing registration before July 5, 2023. To request the registration form, send an email to GenesysCloudSMS@genesys.com. For more information, including a tip sheet on how to complete the registration form, see Genesys Cloud support of 10DLC (10-Digit Long Code). This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.