email interactions


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
[View details]

November 30, 2022

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]

November 2, 2022

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]

March 30, 2022

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]

September 1, 2021

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]

July 8, 2020

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]

May 13, 2020

Contact center

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

Deprecations

  • TLS 1.1 protocol deprecation
[View details]

April 1, 2020

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]

November 6, 2019

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]

July 11, 2018

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]

November 8, 2017

Contact center

  • Improved support for external contacts in email interactions

Integrations

  • Screen share and co-browse support for Genesys Cloud for Salesforce
  • Screen share and co-browse support for Genesys Cloud for Zendesk
  • Screen share and co-browse support for Genesys Cloud for Chrome
[View details]

February 8, 2017

Collaborate

  • Loading of chat history

Contact center

  • Outbound email on behalf of a queue

Integrations

  • Genesys Cloud for CIC co-browse feature
[View details]

February 1, 2017

Platform

  • Admin UI relaunch

Contact center

  • ACD support for chats in client integrations
  • Genesys Cloud for Salesforce and Omni-Channel status sync
  • ACD routing of third-party chat and email interactions
  • Queues Performance summary and detail views
  • IVR prompt support for ordinal numbers
  • Italian language support in Architect
[View details]

January 25, 2017

Communicate

  • Web-based phone call controls in third-party applications
  • Web-based phone volume settings

Contact center

  • Email routing to an organization’s domain
  • Architect audio debugging
  • Inline images in emails
  • Agent Metrics and Agent Metrics Export reports
[View details]

March 23, 2016

Contact center

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