Genesys Cloud - web tag
List of the Genesys Cloud release notes that include the web release notes tag.
September 22, 2025
Employee productivity
- New unified navigation experience coming to Genesys Cloud
- Summary engagement insights on the Agent Copilot dashboard
Account management
- Manage user hire dates with SCIM APIs
- Refreshed integrations management interface
Customer engagement
- Configure up to 100 OpenID integrations for authenticated web messaging
- Voice note support for WhatsApp conversations
- Outbound voice events publish directly to AWS EventBridge
Data, analytics, and reporting
- Enhanced longest waiting and longest interacting metrics
- Duplicate an event card in Journey Management
- Review transcripts faster in interaction details
Open platform
- Updated Genesys Cloud desktop app icons
- Unified Experience from Genesys and ServiceNow phone book support
Workforce engagement
- Default answers for evaluation forms
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
June 21, 2023
Contact center
- Authenticated web messaging for verified users
- Auto answer for digital interactions on queues
Deprecations and announcements
- LiveNow permission change
- CIDR IP address range for cloud media services expansion
June 7, 2023
Collaborate
- Support for MDM browser authentication for Collaborate for iOS
Contact center
- Workforce management time-off requests user interface improvements
- Improvements to playback screen recordings
- Workforce management and HR Integration System (HRIS) integration
- Modify the default whisper tone in Architect
- Real-time alerting for waiting interactions
- Introducing improved alerting
Integrations
- Client information in the embedded clients interaction window
Deprecations and announcements
- Journey customer service deprecation
May 31, 2023
Contact Center
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support
Deprecations and announcements
- Knowledge workbench V1 deprecation
- Genesys Dialog Engine deprecation postponement
- Mandatory US and Canada SMS/MMS registration
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
April 5, 2023
Platform
- Automatic inactivity timeout improvement
- Maximum voicemail recording length setting
Contact Center
- Introducing the Data Actions Performance views
- Introducing new Topic tab in agent, queue, and flow summary and detail views
- Extended voice transcription services support for Arabic and Hebrew right to left languages
- Topics and phrases support for Arabic right to left languages
- Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
- Data action in rule conditions for digital campaigns
- Notification message for conversation disconnect
Deprecations and announcements
- Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
