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inbound flows
Contact center
- Increased maximum wait time in Architect email and message flows
- Operational bot reporting API
- External Contacts bulk API
Platform
- Full support for Microsoft Edge Chromium
- Genesys Cloud HTTP cookies
Deprecations
- CIDR IP address range for cloud media services change
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Communicate
- Port DID number management enhancement for Genesys Cloud Voice
Contact center
- View agent workforce management schedules on Android devices
- Google Dialogflow integration in Architect chat and messaging flows
- Digital flow support for Flow Performance views
- New filters for Flow Performance views
- Performance Dashboards enhancement
Deprecations
- TLS 1.1 protocol deprecation removal
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Communicate
- Genesys Cloud Voice EMEA rate decrease
Contact center
- Increase timeout limit for Architect email and message flows
Integrations
- Amazon Lex integration for inbound web chat flows
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Communicate
- Genesys Cloud Voice in France and the Netherlands
- Follow-me call forwarding
Contact center
- Holiday and emergency schedules for routing configuration
- Create data tables and retrieve data from Architect flows
- Queues Activity view for agents
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Contact center
- Secure call flows in Architect
- Architect Exit and Next Loop actions for all call flow types
- Automatic email responses
- Substitutions for canned responses
- Bulk addition of queues to agents
- Callbacks in reports and alerts
- Workforce management schedule administration enhancements
- Workforce management export enhancements
Integrations
- Custom client applications integration
- Web services data actions integration
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Contact center
- Screen share for voice interactions
- Call Data Action for call flows in Architect
Integrations
- Call data actions for Salesforce data actions
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Contact center
- Co-browse with chat interactions
- Outbound Campaign: Detailed Attempt History report
- Chinese and Dutch language support in Architect
- Call Data Action for email flows in Architect
Integrations
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Platform
- Authentication improvements
- Genesys Cloud training website
Communicate
- IP network ping response on Edge appliances
Contact center
- Call recording consent
- Japanese, European Spanish, and US Spanish language support in Architect
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