Genesys Cloud - canned responses tag

List of the Genesys Cloud release notes that include the canned responses release notes tag.
April 26, 2023

Contact Center

  • Generative AI to summarize agent digital interactions
  • New workforce management scheduling menu
  • Automatic language detection for digital interactions
  • Show or hide top searched articles in Support Center
  • Bulk changes to knowledge base question and answer articles
  • Copy an existing evaluation or web survey form
  • Customer Journeys tab in the Interactions View
  • Canned responses source code/HTML editor
  • Access to Queue Agent Details View by division membership

Integrations

  • Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

  • Customer journey tab replacement

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December 21, 2022

Contact center

  • Co-browse for web messaging
  • Automatic email signatures in canned responses
  • Enhanced canned responses editor options
  • Rich media in knowledge base articles
  • Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

  • Introducing the Google Cloud Speech-to-Text (STT) integration
  • Microsoft Teams integration enhancements

Platform

  • Single sign-on configuration enhancements

Deprecations and announcements

  • OS Family attribute in Predictive Engagement
  • Windows 7 support for the desktop app deprecation
  • Canned reports deprecation date updates
  • CIDR IP address range for cloud media services expansion postponement

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December 14, 2022

Communicate

  • WebHID technology for Jabra headsets
  • Telephony administrator user interface updates

Contact center

  • Genesys Agent Assist available in Genesys Cloud Embedded Clients
  • Import and export knowledge base articles in additional formats
  • No input timeout settings in Genesys Digital Bot Flows
  • Call digital bot flows from Architect in-queue message flows
  • Sentiment data in Agent Queue Detail and Queue Agent Detail views
  • Topic spotting improvement
  • Japanese programs, topics, and phrases support
  • Usability improvements to messaging and email in the Transcript tab
  • Genesys Cloud forecasting user interface updates

Deprecations and announcements

  • Genesys Cloud SSO certificate expiry
  • CIDR IP address range for cloud media services expansion

View details

December 8, 2021

Contact center

  • Voice interaction coaching and monitoring
  • Data actions as a voice campaign pre-call or post-call rule action
  • Automatic bot responses
  • Assign flow outcome within divisions
  • Sentiment score metric added to Transcripts Aggregate API
  • Polish voice transcription support

Deprecations

  • Workforce management adherence permission change
  • API endpoint change for supported topic spotting dialects

View details

December 16, 2020

Contact center

  • Queues Activity Detail view usability improvement
  • Performance Dashboards enhancement
  • Voice transcription search improvements
  • Predictive Engagement integration with Adobe Analytics
  • Chat emoji enhancement
  • Canned responses editor improvement

Deprecations

  • Analytics User Detail Endpoint API query interval change
  • Analytics Conversation Detail Endpoint API query interval change
  • Limit journey and interaction history for external contacts and organizations to 365 days postponement

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February 13, 2019

Contact center

  • Canned substitutions localization change

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October 5, 2016

Platform

  • Developer Forum
  • Developer Center code samples and tutorials for API calls
  • SDKs for JavaScript, Python, Ruby, and C#

Communicate

  • Bulk import for phone configurations

Contact center

  • Permissions for Dashboard, Queues, and Agents views
  • Support for HTML formatting in responses and ACD emails
  • Secure pause button
  • Dutch and European Spanish language support in Architect
  • Third-party call list cleansing service
  • No-answer timeout campaign setting
  • Real-time schedule adherence
  • Maximum number of agents per management unit

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March 23, 2016

Contact center

  • Response management
  • Email routing
  • French and German IVR prompt files and runtime playback support in Architect

View details