List of the Genesys Cloud release notes that include the email release notes tag.
September 20, 2023

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

September 13, 2023

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

  • Deprecation: Canned reports
  • View details

    August 16, 2023

    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

    August 02, 2023

    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

    May 17, 2023

    Communicate

    • Additional ringtone options for Communicate for iOS and Android

    Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration

    View details

    May 10, 2023

    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

    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

    View details

    March 15, 2023

    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

    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

    July 6, 2022

    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

    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

    September 23, 2020

    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

    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 29, 2020

    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

    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

    December 11, 2019

    Contact center

    • Predictive Engagement content offers
    • Email message threads

    Deprecations

    • Bridge integrations deprecation 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

    June 19, 2019

    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

    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

    January 31, 2018

    Contact center

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

    View details