SMS message routing


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
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September 11, 2019

Contact center

  • SMS number purchase update

Platform

  • iOS SDK
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December 12, 2018

Contact center

  • Outbound SMS on behalf of a queue
  • External contact search for messaging channels
  • Change agent’s status in Queues Activity Detail view
  • View export for Agents Queues Detail view
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March 14, 2018

Platform

  • AppFoundry support for PureConnect and PureEngage apps

Integrations

  • SMS interaction support in Genesys Cloud for Salesforce
  • SMS interaction support in Genesys Cloud for Chrome
  • SMS interaction support in Genesys Cloud for Zendesk
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March 7, 2018

Contact center

  • Inbound SMS message routing
  • Compliance abandon settings for campaigns
  • Blind and consult transfer script actions
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