messaging


October 19, 2022

Contact center

  • Analyze feedback from the knowledge workbench
  • Hyperlinks in knowledge base articles
  • Typing indicators available for Messenger Transport Mobile SDK
  • Arabic voice transcription support

Deprecations

  • Genesys Cloud SSO certificate expiry
  • CIDR IP address range for cloud media services expansion
[View details]

September 21, 2022

Contact center

  • Single customer view powered by identity resolution available in select regions
  • Predictive Engagement outcome value configuration and reporting
  • Extended voice transcription services
  • Agent status widget improvements
  • Web messaging image copy and paste
  • Extend Bot Connecter PostUtterance response timeout

Platform

  • Process automation triggers
[View details]

September 14, 2022

Collaborate

  • Video chat participant notifications

Contact center

  • Introducing the Knowledge Performance dashboard
  • My Interactions view for agents
  • Genesys Messenger conversation auto-start
  • Audience size estimator for action maps in Predictive Engagement
  • Test regular expression slot types before implementation
  • Nuance Mix integration in Architect secure flows
  • Amazon Lex V2 bots in Architect secure flows
  • Google Cloud Dialogflow CX bots in Architect secure flows
  • Nuance TTS integration in Architect secure flows
  • Genesys Enhanced TTS in Architect secure flows
  • 988 Suicide Hotline number plan available with Genesys Cloud Voice
  • Genesys Messenger support for Portuguese
  • Intent miner French language support
[View details]

August 31, 2022

Communicate

  • Genesys Cloud WebRTC diagnostics app improvements

Contact center

  • Genesys Digital Bot Flows
  • SMS message delivery status
  • Reset agent personal bests in gamification
  • Genesys Dialog Engine Bot Flows support for Portuguese
  • Improved voice transcription accuracy for Dutch

Integrations

  • Cross-region export option for AWS S3 recording bulk actions integration
[View details]

August 17, 2022

Contact center

  • List variables for agent script designers
  • Web messaging typing indicators setting

Deprecations

  • Windows 7 support for the desktop app deprecation
  • Website visitor count API change
[View details]

August 10, 2022

Contact center

  • Copy a development and feedback module
  • Genesys Beyond module enhancements
  • Configure setting to reduce latency of transcripts sent through Notifications API
  • Messenger Transport Mobile SDK
  • Use self-managed AWS Key Management Service for conversation data encryption

Platform

  • South America (São Paulo) region deployment

Deprecations

  • Microsoft Edge Legacy browser support deprecation
  • Website visitor count API change
[View details]

June 22, 2022

Contact center

  • Reset and reassign development and feedback modules
  • Interaction evaluation form version tracking
  • Blocked offer views for Predictive Engagement journey action maps
  • Rich text formatting in bot messages
  • Interactions UI improvement
  • Intent miner Spanish language support
  • Web chat widget support for Google Fonts

Deprecations

  • Canned reports deprecation
  • API default profile change for gamification metrics
[View details]

May 25, 2022

Communicate

  • Use Genesys Cloud desktop app to run WebRTC Media Helper

Contact center

  • Agentless WhatsApp notifications
  • Define gamification profile metrics for media type and queue
  • Assessment data in agent development views
  • Additional customer information in Queues Activity Detail view

Platform

  • Developer tools refresh
[View details]

May 18, 2022

Contact center

  • Introducing AudioHook Monitor
  • Mandatory US and Canada SMS toll-free number verification
  • Retrieve estimated wait times for different media types in Architect flows
  • Use random functions in Architect decision actions
  • Parity in agent performance views with agent metrics reports
  • Export and import forecast in user-selected time zone for workforce management
  • Secure pause recordings when not a conversation participant in Conversations API

Platform

  • Enable automatic capture of console logs for troubleshooting

Deprecations

  • Agent interaction UI collapse/expand control removal
[View details]

May 4, 2022

Contact center

  • Workforce management agent schedule enhancements
  • Expanded inbound MMS support for SMS messages
  • Outbound MMS support for SMS messages
  • DNC.com integration for Do Not Contact lists enhancements
  • Performance report for queues with predictive routing
  • Ability to remove PII from voicemail and fax notifications

Integrations

  • Amazon EventBridge topics for conversation and flow metrics

Platform

  • API usage report
  • CX as Code support for Architect flows
  • Genesys Cloud fair use policy documentation improvement

Deprecations

  • Deprecation of workforce management time-off requests for non-consecutive days
[View details]

April 27, 2022

Contact center

  • Authenticated web messaging
  • ”Bring your own keys” for recording encryption
  • SSML support for language capabilities in Genesys Dialog Engine Bot Flows
  • Toll-free number and long code support in NANP for outbound SMS campaigns
  • Map secondary presence statuses to workforce management activity codes
  • Workforce management view adherence permission

Deprecations

  • Workforce management adherence permission change
[View details]

March 23, 2022

Contact center

  • Introducing analytics workspace
  • Average Hold Handled and ACW Handled columns in Performance views
  • Improved customer sentiment scoring
  • Workforce management import service enhancement
  • Configurable Messenger position for web messaging
  • Web messaging delivery status notifications
  • Campaign and campaign sequence schedule improvements

Platform

  • US East 2 (Ohio) region deployment

Deprecations

  • Agent interaction UI collapse/expand control removal
[View details]

March 16, 2022

Contact center

  • Introducing Architect in-queue flow support for digital flows
  • Architect data table permission enhancements
  • Customize inbound message flow based on action map
  • Assign to me option for quality management evaluation assignment
  • Portugal Portuguese voice transcription support
  • Portugal Portuguese programs, topics, and phrases support
[View details]

December 15, 2021

Communicate

  • Telephony terminology changes

Contact center

  • Send custom attributes with web messages
  • Agentless Notification API enhancement for SMS and open messaging
  • Analytics Detail Events for the EventBridge integration
  • Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

  • Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

  • CX as Code
[View details]

December 1, 2021

Contact center

  • Quick replies for WhatsApp messaging
  • Custom gamification profiles
  • Workforce Engagement Management add on subscription expansion of functionality and billing change
[View details]

November 10, 2021

Contact center

  • Bot Performance views
  • Routing detail columns in Performance views
  • Open messaging API enhancements

Integrations

  • Add non-E.164 number to Other Phone field for collaboration integrations

Deprecations

  • Recording Service API metadata endpoint annotation deprecation
[View details]

October 13, 2021

Contact center

  • Inbound and outbound file attachment support for third-party messaging and open messaging
  • Automatic time zone mapping enhancement for outbound campaigns
  • Audit events in Learning and Coaching APIs

Deprecations

  • Collaborate call functionality on mobile devices deprecation postponement
[View details]

October 6, 2021

Contact center

  • Introducing Google Cloud Dialogflow CX integration for call and message flows
  • Global slot enhancement in Genesys Dialog Engine Bot Flows
  • Filter by queues in My Queues Activity view
  • Improved voice transcription accuracy for Spanish language regions
  • Messaging file URL change

Platform

  • Control agent transfer ability based on division membership
[View details]

September 29, 2021

Contact center

  • Add quick replies to Genesys Dialog Engine Bot Flows
  • Spanish sentiment analysis support for digital interactions

Platform

  • Developer Center content change log
[View details]

September 15, 2021

Contact center

  • Introducing quick replies for message interactions
  • Arabic right to left support for web messaging
  • Topics added to transcript search API
[View details]

August 11, 2021

Communicate

  • Call history enhancements to mobile devices

Contact center

  • Introducing web messaging
  • Introducing Genesys Bot Connector
  • Expiration date for DNC lists
  • Improved accessibility for ACD voice interactions

Platform

  • Developer Blueprints for custom integrations

Deprecations

  • Quality Management Audit API change
  • Journey Reporting Service decommission
[View details]

June 16, 2021

Communicate

  • WebRTC Media Helper for VDI environment

Contact center

  • Introducing Architect common module flows
  • Permission to activate and deactivate queue membership
  • New custom actions and usability improvements for script designers
  • Caller ID and caller name specification on Callback API
  • Bring Your Own Technology (BYOT) billing changes

Deprecations

  • Facebook Messenger HUMAN_AGENT message tag deprecation
  • Predictive Engagement outcome limitation change
  • Topics and programs audit events name change
[View details]

May 5, 2021

Communicate

  • Search for external contacts and organizations on mobile devices

Contact center

  • Topic manager and topic spotting support for queues and flows
  • Configurable messaging threading timeline
  • Export Architect flows in YAML format
  • External contacts bulk APIs for notes and relationships
  • Journey aggregate query API for non-offered action states

Deprecations

  • CIDR IP address range for cloud media services change completed
[View details]