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.

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

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

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

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

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

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

Account management

View all groups permission

Data, analytics, and reporting

United Kingdom Genesys Cloud SMS users
Interaction categories for interaction analysis

Customer engagement

File attachments via supported content profile
Queue segmentation of canned responses
Re-use SMTP connections in outbound email

Self service and automation

Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

Supervisor WEM dashboard

Account management

Web surveys in Genesys Cloud EX

Data, analytics, and reporting

Analytics data masking options
Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages
Improved sentiment analysis for French and Spanish languages
Speech analytics in Genesys Cloud EX
Agent empathy analysis

Employee productivity

Agent desktop email user interface enhancements
Headset call control buttons in embedded clients

Deprecations and announcements

Deprecation: Legacy historical adherence query route
Deprecation: Native LINE third-party messaging channel

Customer engagement

Outbound WhatsApp message on behalf of a queue
File attachments via supported content profile

Data, analytics, and reporting

Edit and rerun scheduled exports
Export panel enhancements
Improved native voice transcription accuracy for Spanish dialects

Employee productivity

Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

Introducing the Nuance Recognizer as a Service integration
Improved flow size indicator in Architect
Introducing the Audio Connector integration

Deprecations and announcements

Deprecation: Mobile Messenger SDK for React Native apps
Deprecation: Native X (formerly Twitter) third-party direct messaging channel

Data, analytics, and reporting

Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages

Customer engagement

Co-browse supports multiple iframes
Maximum number of calls per agent set at the campaign level
Genesys Digital Bot Flow support for mobile apps

Self service and automation

Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

Improved native voice transcription accuracy for German

Customer engagement

Specify queue in scheduled callbacks
Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
ACD conferences
Predictive engagement new and replaced operators

Deprecations and announcements

Scheduled hybrid organization migrations

Customer engagement

Enhanced pacing control in dialing campaigns
Co-browse for voice via Messenger
Deploy Messenger without web messaging
Messenger JavaScript SDK toaster plugin
Enhanced external contacts data access control for agents

Data, analytics, and reporting

Improved native voice transcription accuracy for Spanish

Self service and automation

Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

APIs to integrate external learning modules

Deprecations and announcements

Deprecation: Adobe data actions integration removal
Deprecation: Pointillist Community

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Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.