Genesys Cloud - web/mobile messaging and messenger apps tag

List of the Genesys Cloud release notes that include the web/mobile messaging and messenger apps release notes tag.

Employee productivity

  • Multi contextual panels
  • Call forwarding enhancements with group search functionality

Account management

  • Audit SAML authentications
  • Increased SSO integrations allowance per identity provider

Customer engagement

  • Messenger individual application provisioning and configuration redesign
  • WhatsApp’s per message pricing update

Workforce engagement

  • Policy-based station-side call recording
  • Evaluation data access via consolidated reporting views
  • Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

View details

  • Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Account management

  • Enhanced groups profile configuration

Customer engagement

  • Sort contacts by priority in skills-based dialing for progressive campaigns
  • Sort contacts by priority for skills-based dialing in Preview campaigns
  • Workitems List View filter enhancements
  • Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

  • Improved readability of native voice transcription in Spanish language transcripts
  • Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

  • New Genesys Cloud Voice phone number inventory report
  • Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

  • Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
  • Genesys Cloud Virtual Agent language support for Italian
  • Introducing Guides in AI Studio
  • Introducing AI Studio

Workforce engagement

  • Workforce management capacity planning

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: BYOC Premises Edge Remote Survivability

View details

Employee productivity

  • Multi contextual panels
  • Fax interface update

Customer engagement

  • Architect digital bot flow time picker support
  • Genesys Cloud Social support for Instagram
  • Web Messenger support for time slot picker
  • Retention of library selection in the Canned Responses Admin page
  • Updated pricing for social direct messages, SMS, and agentless outbound email
  • Enhanced email administration user interface

Data, analytics, and reporting

  • AI Insights at a glance
  • New digital response time and engagement metrics

Workforce engagement

  • Evaluate up to 50 interactions per agent daily with AI Scoring
  • Multiple answer selection in evaluation form questions

Deprecations

  • Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
  • Deprecation: Workforce management historical data delete job API endpoints

View details

Employee productivity

  • Multi contextual panels
  • Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

  • Mobile Messenger SDK content profile support 
  • Time-based conditions in call rule sets
  • Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

Data, analytics, and reporting

  • Program and Detected Category filters and columns in Content Search view

Open platform

  • Script selection from in the Workitem Panel in Panel Manager
  • CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

  • Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Allow participants to clear web messaging conversations
  • Architect inbound email flow AI intent and entity detection
  • Web messaging French Canada, Greek, and Hindi support
  • Outbound dialing campaign health indicator

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Improved voice offered metrics for customer first callbacks

Workforce engagement

  • Updated Genesys Cloud built-in learning modules
  • Improved workforce management deferred workload prediction algorithm

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: Workforce management historical data delete job API endpoints

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Typing indicators in Mobile Messenger

Employee productivity

  • Multi contextual panels
  • Conversation summaries on transfer with Agent Assist and Agent Copilot
  • Notes panel improvements
  • Wrap Up panel usability improvements 

Data, analytics, and reporting

  • Journey Management date range configuration

Open platform

  • Genesys Enhanced TTS now includes Amazon Polly Neural voices

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Workforce engagement

  • Trigger process automation from Coaching or Learning state changes

Deprecations

  • BYOC Premises – Genesys Hardware Solution deprecation

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Employee productivity

  • Multi contextual panels
  • Enable real-time queue and agent monitoring with customizable notifications on Android
  • Improved Agent Copilot summarization for English and Spanish Dialects

Account management

  • User settings page displays the last login date and time

Data, analytics, and reporting

  • Insert a new event between two existing events in Journey Management
  • Purchase Speech and Text Analytics as a standalone product
  • Turn customer sentiment analysis on or off

Open platform

  • Additional screen pop options in CX Cloud from Genesys and Salesforce
  • Division-aware permissions and APIs for external contacts

Workforce engagement

  • Increase screen recording duration for after-call work
  • Set scheduling constraints for calendar months

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Regex custom data filtering to protect sensitive information for co-browse
  • Preserve routing information for callbacks and voicemails
  • Define rule conditions based on workitem dates
  • Updated agent canned responses panel
  • Bulk workitem addition via API

Data, analytics, and reporting

  • Share dashboards with work teams and individuals
  • Agent performance reports for inactive and deleted users
  • Improved native voice transcription accuracy for French
  • Normalization of Digits in German for Low Latency transcription.

Employee productivity

  • Enable emoji reactions in Collaborate including desktop, iOS and Android mobile users

Open platform

  • CX Cloud from Genesys and Salesforce Agent Copilot support
  • Custom node.js code as part of a data action
  • Division-aware permissions and APIs for external contacts

Workforce engagement

  • Improved search and filters for screen recorded interactions

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Authenticated messaging enabled for Mobile Messenger
  • View Mobile Journey Tracking for enhanced agent insights
  • Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

  • Audit Viewer granular detail of role changes

Customer Engagement

  • Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

  • Preview active emails in queue and parked emails
  • Collaborate chat hyperlink ability

Open platform

  • Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

  • Capture slot values via LLMs with Genesys Virtual Agent
  • Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

  • Workforce management activity smoothing and schedule variability

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Notification topic for outbound message delivery failures
  • Customer-first callback option
  • Step-up authentication during web messaging sessions

Account management

  • Genesys Cloud Unified License for Virtual Network Operators for India region

Data, analytics, and reporting

  • Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

  • Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

  • Resize images and tables in knowledge workbench articles

View details

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Messenger session persistence
  • Mobile Messenger SDK for iOS and Android

Data, analytics, and reporting

  • Enhanced queue activation panel with search and pagination in agent detail views
  • Extended voice transcription services support for Hindi

Self service and automation

  • Knowledge workbench connectors for Salesforce and ServiceNow
  • Agent Copilot AI-generated answers from manual search

View details

Account management

  • Counted limits monitoring and alerts
  • WebRTC Media Helper enabled by default with allowed IP addresses feature
  • Custom inbound data filtering rules for digital channels

Customer engagement

  • Prerequisites in expandable section of Resource Center articles
  • Park email interactions

Data, analytics, and reporting

  • Dashboard Owners page
  • Increase quality management topic limit to 5000 on request
  • Journey management with Funnel analysis

Open platform

  • Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

  • Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

  • Screen recording playback UI modernization
  • Improved customer sentiment and agent empathy analysis for English dialects

View details

Account management

  • Hourly interacting users billing option

Customer engagement

  • Highlight markdown support in web messaging
  • Outbound open messaging on behalf of a queue

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Portuguese
  • Introducing digital performance monitoring views

Employee productivity

  • Genesys Agent Assist available for Japanese language

Self service and automation

  • Select multiple segments in knowledge article variations
  • Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
  • Introducing Architect Replay Mode
  • Advanced Architect execution data capabilities for all flows

Workforce engagement

  • Improved navigation between published schedules in the workforce management schedule editor
  • Genesys Cloud Workforce Management work plan bidding

View details

Customer engagement

  • Limit agent actions during co-browse sessions

Data, analytics, and reporting

  • Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
  • Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
  • Architect supported languages user interface enhancements
  • Collapsible card interface in Architect actions

Workforce engagement

  • Improved native voice transcription accuracy for Dutch

Deprecations

  • Deprecation postponement: Legacy alerting system

View details

Data, analytics, and reporting

  • View speech and text analytics data for a year at a time

Customer engagement

  • Granular control for clearing or signing out of web visit or journey sessions

Self service and automation

  • HELD (HTTP Enabled Location Delivery) for E911 Location Information

Workforce engagement

  • Interaction recording download tracking in audit trail

Deprecations

  • Deprecation: Open messaging inbound endpoint

View details

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