Genesys Cloud - email tag

Customer engagement

• Search domain names and email addresses
• Inbound call handling site for BYOC Cloud trunks
• Supported file attachments update in third-party messaging

Data, analytics, and reporting

• Configure rules for any user in a work team

Self service and automation

• Cards and carousels for digital bot conversations
• Expanded knowledge portal availability

Workforce engagement

• WEM activity widget for Genesys Cloud for Embedded Framework
• Architect workflow automated notifications

Deprecations and announcements

• Deprecation: Active Screen Recordings UI

View details

Customer engagement

• Open messaging typing indicators

Data, analytics, and reporting

• Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

• Architect workflow trigger automation
• Introducing Genesys Cloud CX Accelerators

Self service and automation

• Support center name change
• Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
• Introducing the Architect Optimizations dashboard
• Architect flow outcomes and milestones user interface updates

Workforce engagement

• Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

View details

Contact center

• Additional voice transcription accuracy improvements for Japanese
• Sensitive Data Masking for voice interactions
• Additional CX 1 Digital Add-On II capabilities
• Co-browse for web messaging read-only fields and buttons
• Dashboards summary page enhancements
• Dashboard management for administrators
• Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

• Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

• Search Audits view deprecation
• BYOC Cloud TLS X.509 certificate renewal
• Certificate Authority change for Microsoft Teams integration
• Release Notes category improvements

View details

Contact center

• Updated WhatsApp pricing structure
• Copy and share interaction transcripts
• Web messaging inbound custom attribute size limit requests
• SMS short code number in France
• Improved workload balancing in predictive routing

Integrations

• Two score-setting options for ranking waiting interactions

Platform

• PCI DSS recertification
• Genesys Cloud WhatsApp Embedded signup self-service onboarding
• Subscribe to events from the Operational Console

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Mandatory SMS US and Canada registration

View details

Communicate

• Additional ringtone options for Communicate for iOS and Android

Contact Center

Integrations

• 8×8 integration

View details

Contact Center

• Historical adherence and shrinkage view updates for teams
• Route email to multiple destinations
• Improved analytics email data with CC/BCC details

Deprecations and announcements

• Search Audits view deprecation
• Search Audits APIs deprecation

View details

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

View details

Contact Center

• Topic spotting improvement
• Extend after call work (ACW) timeout settings to digital channels
• Agent requested after call work (ACW) option
• After call work (ACW) analytics for callbacks improvement
• Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
• Genesys natural language understanding (NLU) improvements

Integrations

• Genesys AppFoundry improvements

Deprecations and announcements

• Static data actions for web service data actions integration
• Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

View details

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

View details

Contact center

• Introducing topic mining
• Historical shrinkage data
• Filter by topic dialect
• Work plan information in agent schedule views
• Messenger headless support
• Increased email size limit for custom AWS integrations
• Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
• Microsoft Azure Cognitive Services TTS in Architect secure flows
• Email configuration UI updates

View details

Communicate

• International number plans as outbound routes changes

Contact center

• Introducing Genesys Cloud digital licenses
• Agentless email notifications
• Outbound email campaigns
• Delivery status receipts for outbound email campaigns
• Manage time zones for outbound email campaigns
• Increased email size limit for custom SMTP integrations
• New filters and columns in Content Search view
• AudioHook billing for active use only
• Cumulative uploads of external metrics for performance scorecards

Deprecations and announcements

• API endpoint change for local key settings in recording service
• CIDR IP address range for cloud media services expansion

View details

Contact center

• Introducing contact center work teams
• Predictive routing queue detail report
• External metrics for performance scorecards
• Topics and sentiment metrics consolidation
• Amazon Lex integration in Canada (Central) AWS region

Integrations

• SMTP server integration email error notifications to agents

View details

Contact center

• Predictive routing for email interactions
• Predictive routing for message interactions
• Coaching UI improvements
• Coaching and learning by division access
• Architect Flush Audio action
• Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
• Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

Platform

• The Developer Center has a new look
• Introducing Developer Center Notifications Monitor

Deprecations

• Deprecation of workforce management time off requests for non-consecutive days

View details

Collaborate

• Content management file sharing URL change

Communicate

• SRV record support for TLS for BYOC Cloud trunks

Contact center

• Assign Google Dialogflow bot events for canceled interactions
• France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
• Email reply enhancement

Platform

• Cape Town Africa satellite region deployment
• Assign schedules, schedule groups, and call routing objects within divisions
• Standardized client SDK logging and configuration

Deprecations

• API endpoint change for supported topic spotting dialects

View details

Contact center

• Introducing sentiment analysis
• Enhanced player on interaction detail page
• Richer customer journey context for agents
• Business hours scheduling for Predictive Engagement web chats
• Change history log for Predictive Engagement
• Configurable default prompts in Genesys Dialog Engine

Integrations

• IP addresses for emails sent using the custom SMTP server integration

Deprecations

• Export Media Types and Role real-time columns data into .csv files deprecation

View details

Contact center

• ACD email message threading limit change
• Contact verification and interaction history enhancements for additional selected regions

Integrations

• Single sign-on integration enhancement

Platform

• Journey JavaScript SDK enhancement for refined tracking and segmentation

View details

Contact center

• New columns in agent views
• New filters in agent views
• Fax enhancements

Deprecations

• TLS 1.1 protocol deprecation

View details

Platform

• New AWS region deployments
• Refresh tokens for secure authentication

Communicate

• Genesys Cloud Voice availability for new AWS region
• BYOC Cloud availability for new AWS regions

Contact center

• Introducing improved workforce management features for selected regions
• Improved ACD messaging for Facebook Messenger
• Inbound MMS support for SMS messages
• Interrupt a Google Dialogflow agent in an Architect flow

Integrations

• SMTP server integration for outbound emails

Deprecations

• WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
• Contact center dashboard in Performance Overview menu deprecation removal

View details

Contact center

• Log an agent out of Genesys Cloud from agent views
• Disassociate an agent from a station
• Web chat widget support for accessibility
• Use * and # as terminating characters in Architect call flows
• New fonts and font sizes in ACD email

Platform

• Disable Collaborate chat
• Premium application purchase enhancements

Deprecations

• TLS 1.0 protocol deprecation removal
• ACD routing permissions change postponement

View details

Contact center

• Predictive Engagement content offers
• Email message threads

Deprecations

• Bridge integrations deprecation postponement

View details

Contact center

• Chat flow and chatbot support for web chat widget and Predictive Engagement
• Allowed domains for web chat
• Dynamically reference groups in Architect
• Dynamically reference user by email in Architect
• Export time value format option
• Add or copy activities to agent schedules
• Email inline images
• Email forwarding

Integrations

• IP addresses for outbound data action traffic

View details

Contact center

• Introducing workforce management shift trading
• Dynamically referenced users in Architect
• Spam email handling
• BCC email address field for outbound ACD emails

View details

Contact center

• Aggregate detail views
• Flag problematic calls
• New HTML editor for email messages

Integrations

• Premium applications in the AppFoundry
• Skype for Business integration

View details

Contact center

• Screen recording for Genesys Cloud desktop app
• Choose reply email addresses
• Create email rules

View details