web/mobile messaging and messenger apps Archives - Genesys Cloud Resource Center

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

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 (early preview)
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

Account management

API for platform limit event alert

Customer engagement

Message routing admin page user interface enhancements
Improved on-demand Messenger launcher visibility
Active Total Callback column in Performance views
WhatsApp monthly recurring charge removal

Data, analytics and reporting

Improved native voice transcription accuracy for Dutch
Topic miner queue selection increase

Resource center

Genesys Cloud release notes enhancements

Self service and automation

Export utterance history data from Architect bot flows and digital bot flows
Intent miner Portuguese language support

Deprecations and announcements

Deprecation: Legacy historical adherence query route

Customer engagement

Improved Messenger UI color contrast patterns

Self service and automation

Mute suggestions and hide intent health for Architect bot flows and digital bot flows

Account management

Division-aware configuration objects default to all divisions
Assign divisions to secondary statuses
User settings page displays the last login date and time

Customer engagement

GCV outbound fraud protection

Data, analytics and reporting

New speech and text analytics permissions
Agent empathy analysis API for English transcripts
New analytics dashboard metrics
Messenger co-browse toolbar improvements
Remove agents who deselect their phone from the queue

Employee productivity

Agent target selection interface and workflow improvements

Workforce engagement

Assign division specific secondary status codes for agents

Account management

The User Settings page displays the last login date and time
Regional Genesys location as default directory location
iRAP protected compliance assessment

Customer engagement

Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

Trigger alerts based on the number of agents currently in queue

Self service and automation

Architect knowledge configuration improvements
Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
Search Audits APIs deprecation
Deprecation: Removal of Utilize Load Based permission

Customer engagement

Conditional group routing as the timeout routing method for preferred agent routing
Require the WebRTC Media Helper
Custom music for agent-initiated hold duration
End interactions automatically when agents logoff
Improved media handling for outbound message attachments

Data, analytics, and reporting

Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
Introducing the Genesys Cloud Analytics Add-on (A3S)
Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

Open platform

Genesys Cloud for Chrome extension update
Calling party ID in p-asserted identity SIP header
Yealink headsets support

Self service and automation

Additional formatting for knowledge workbench v2 articles
Test digital bot flows in real time
Intent health in Architect bot flows and digital bot flows

Workforce engagement

Quality evaluation scores now available as a gamification metric

Deprecations and announcements

US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
Arrow Electronics partnership and end of preconfigured edge appliances program
Deprecation: CX digital agent workspace (digital desktop only)
Japanese translation of “idle” inconsistency

Contact center

Additional voice transcription accuracy improvements for Japanese
Sensitive Data Masking for voice interactions
Additional CX 1 Digital Add-On II capabilities
Co-browse for web messaging read-only fields and buttons
Dashboards summary page enhancements
Dashboard management for administrators
Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

Search Audits view deprecation
BYOC Cloud TLS X.509 certificate renewal
Certificate Authority change for Microsoft Teams integration
Release Notes category improvements

Contact center

Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

Deprecation: CX digital agent workspace

Platform

Single sign-on configuration enhancement

Contact Center

Campaign performance views for agents
Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
Add Max No Input task to Architect bot actions
Performance insights view
Filter by evaluation form name

Integrations

Nuance Mix integration support in Australia

Contact Center

Topic spotting improvement
Extend after call work (ACW) timeout settings to digital channels
Agent requested after call work (ACW) option
After call work (ACW) analytics for callbacks improvement
Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
Genesys natural language understanding (NLU) improvements

Integrations

Genesys AppFoundry improvements

Deprecations and announcements

Static data actions for web service data actions integration
Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

Contact center

Introducing homescreen configuration for Messenger
Knowledge articles in Messenger
Agent Log-in Log-out report
Status duration data for agents
Analytics workspace improvements
Delayed reaction triggers for process automation

Platform

Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

Mandatory US and Canada SMS/MMS registration
Deprecation of select filters in Analytics API in Predictive Engagement postponement
End of Analytics Conversation Detail Endpoint API query interval change allowlist
CIDR IP address range for cloud media services expansion

Contact center

Automatic knowledge surfacing with Genesys Agent Assist
Cards and carousels in the CX digital agent workspace
Images and email addresses as hyperlinks in knowledge base articles
Jump to reusable tasks in Genesys Dialog Engine Bot Flows
Encrypt and decrypt data in Architect flows
Mine topics from messaging transcripts
Intent miner German language support

Contact center

Participant names and avatars in Genesys Messenger
Sentiment data in Topic Trends views

Platform

Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

Deprecations and announcements

Windows 8 and 8.1 support for the desktop app deprecation
Identify Journey SDK method in Predictive Engagement deprecation
API endpoint change for local key settings in recording service

Contact center

Specify a default panel for agent interactions
Conversation autostart for mobile platforms
Extended voice transcription services text decoration support
Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
Improved voice transcription accuracy for Japanese
Historical adherence bulk request

Deprecations and announcements

End of Analytics Conversation Detail Endpoint API query interval change allowlist

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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.