Genesys Cloud - October 13, 2021

Contact center

Inbound and outbound file attachment support for third-party messaging and open messaging

Agents and customers can now send and receive file attachments such as audio clips, video files, and documents for third-party messaging applications (Facebook Messenger, Twitter Direct Messages, WhatsApp, LINE Messenger) and open messaging. Administrators configure one or more supported content profiles for the appropriate messaging application to identify the permitted file types. The default content profile allows all inbound file types and JPG, PNG, and GIF for outbound file types. Administrators can keep the default or change it. For more information, see Supported content profiles. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.

Automatic time zone mapping enhancement for outbound campaigns

Genesys Cloud now provides full support for Canadian area codes and postal codes in automatic time zone mapping. The enhanced support includes Newfoundland and its 30-minute offset from UTC. To use this feature, select Canada in the new Supported Countries option in outbound settings. For more information, see Outbound settings. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Audit events in Learning and Coaching APIs

Audit events for development and feedback modules and coaching are now available in the Learning and Coaching APIs. Developers can use the audit events to identify changes made to development and feedback modules and coaching, and to troubleshoot any issues. For more information, see Learning and Coaching in Action Catalog in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.


Collaborate call functionality on mobile devices deprecation postponement

On July 15, 2021, Genesys announced the deprecation of call functionality from the Collaborate app on mobile devices with an October 13, 2021 removal date. Genesys postponed the removal of this feature to October 27, 2021. For more information, see Deprecation: Remote station calling in the Collaborate app. This feature requires the following subscription: Collaborate.