Genesys Cloud - September 15, 2021

Contact center

Introducing quick replies for message interactions

Quick replies are responses that customers can select as a reply during a message interaction. Quick replies allow for fast and structured responses, enabling administrators and contact center managers to offer customers simple, guided answers to direct messages by choosing from a list of options. This feature facilitates bot conversations by enhancing the customer’s automated experience and more expediently resolving problems. For more information, see Work with quick replies in bot conversations. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.

Arabic right to left support for web messaging

Genesys Cloud now supports Arabic (ar-SA) for web messaging. Customers can select Arabic in their browser settings and converse with agents in Arabic in web message interactions. Genesys Cloud displays Arabic in right to left format in the Messenger window and the agent interface. For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, or Genesys Cloud User 1 Digital Upgrade II.

Topics added to transcript search API

Developers can now use the transcript search API to search for transcripts that include or exclude specific topics. For more information, see Transcript search in the Developer Center. This feature requires the following subscription: Genesys Cloud User 3.