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.
June 22, 2022
Contact center
- Reset and reassign development and feedback modules
- Interaction evaluation form version tracking
- Blocked offer views for Predictive Engagement journey action maps
- Rich text formatting in bot messages
- Interactions UI improvement
- Intent miner Spanish language support
- Web chat widget support for Google Fonts
Deprecations
- Canned reports deprecation
- API default profile change for gamification metrics
May 25, 2022
Communicate
- Use Genesys Cloud desktop app to run WebRTC Media Helper
Contact center
- Agentless WhatsApp notifications
- Define gamification profile metrics for media type and queue
- Assessment data in agent development views
- Additional customer information in Queues Activity Detail view
Platform
- Developer tools refresh
May 18, 2022
Contact center
- Introducing AudioHook Monitor
- Mandatory US and Canada SMS toll-free number verification
- Retrieve estimated wait times for different media types in Architect flows
- Use random functions in Architect decision actions
- Parity in agent performance views with agent metrics reports
- Export and import forecast in user-selected time zone for workforce management
- Secure pause recordings when not a conversation participant in Conversations API
Platform
- Enable automatic capture of console logs for troubleshooting
Deprecations
- Agent interaction UI collapse/expand control removal
May 4, 2022
Contact center
- Workforce management agent schedule enhancements
- Expanded inbound MMS support for SMS messages
- Outbound MMS support for SMS messages
- DNC.com integration for Do Not Contact lists enhancements
- Performance report for queues with predictive routing
- Ability to remove PII from voicemail and fax notifications
Integrations
- Amazon EventBridge topics for conversation and flow metrics
Platform
- API usage report
- CX as Code support for Architect flows
- Genesys Cloud fair use policy documentation improvement
Deprecations
- Deprecation of workforce management time-off requests for non-consecutive days
April 27, 2022
Contact center
- Authenticated web messaging
- ”Bring your own keys” for recording encryption
- SSML support for language capabilities in Genesys Dialog Engine Bot Flows
- Toll-free number and long code support in NANP for outbound SMS campaigns
- Map secondary presence statuses to workforce management activity codes
- Workforce management view adherence permission
Deprecations
- Workforce management adherence permission change
March 30, 2022
Contact center
- Predictive routing for email interactions
- Predictive routing for message interactions
- Coaching UI improvements
- Coaching and learning by division access
- Architect Flush Audio action
- Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
- Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish
Platform
- The Developer Center has a new look
- Introducing Developer Center Notifications Monitor
Deprecations
- Deprecation of workforce management time off requests for non-consecutive days
March 23, 2022
Contact center
- Introducing analytics workspace
- Average Hold Handled and ACW Handled columns in Performance views
- Improved customer sentiment scoring
- Workforce management import service enhancement
- Configurable Messenger position for web messaging
- Web messaging delivery status notifications
- Campaign and campaign sequence schedule improvements
Platform
- US East 2 (Ohio) region deployment
Deprecations
- Agent interaction UI collapse/expand control removal
March 16, 2022
Contact center
- Introducing Architect in-queue flow support for digital flows
- Architect data table permission enhancements
- Customize inbound message flow based on action map
- Assign to me option for quality management evaluation assignment
- Portugal Portuguese voice transcription support
- Portugal Portuguese programs, topics, and phrases support
December 15, 2021
Communicate
- Telephony terminology changes
Contact center
- Send custom attributes with web messages
- Agentless Notification API enhancement for SMS and open messaging
- Analytics Detail Events for the EventBridge integration
- Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions
Integrations
- Salesforce Omni-Channel chat routing in Genesys Cloud
Platform
- CX as Code
December 1, 2021
Contact center
- Quick replies for WhatsApp messaging
- Custom gamification profiles
- Workforce Engagement Management add on subscription expansion of functionality and billing change
November 10, 2021
Contact center
- Bot Performance views
- Routing detail columns in Performance views
- Open messaging API enhancements
Integrations
- Add non-E.164 number to Other Phone field for collaboration integrations
Deprecations
- Recording Service API metadata endpoint annotation deprecation
October 13, 2021
Contact center
- Inbound and outbound file attachment support for third-party messaging and open messaging
- Automatic time zone mapping enhancement for outbound campaigns
- Audit events in Learning and Coaching APIs
Deprecations
- Collaborate call functionality on mobile devices deprecation postponement
October 6, 2021
Contact center
- Introducing Google Cloud Dialogflow CX integration for call and message flows
- Global slot enhancement in Genesys Dialog Engine Bot Flows
- Filter by queues in My Queues Activity view
- Improved voice transcription accuracy for Spanish language regions
- Messaging file URL change
Platform
- Control agent transfer ability based on division membership
September 29, 2021
Contact center
- Add quick replies to Genesys Dialog Engine Bot Flows
- Spanish sentiment analysis support for digital interactions
Platform
- Developer Center content change log
September 15, 2021
Contact center
- Introducing quick replies for message interactions
- Arabic right to left support for web messaging
- Topics added to transcript search API
August 11, 2021
Communicate
- Call history enhancements to mobile devices
Contact center
- Introducing web messaging
- Introducing Genesys Bot Connector
- Expiration date for DNC lists
- Improved accessibility for ACD voice interactions
Platform
- Developer Blueprints for custom integrations
Deprecations
- Quality Management Audit API change
- Journey Reporting Service decommission
June 16, 2021
Communicate
- WebRTC Media Helper for VDI environment
Contact center
- Introducing Architect common module flows
- Permission to activate and deactivate queue membership
- New custom actions and usability improvements for script designers
- Caller ID and caller name specification on Callback API
- Bring Your Own Technology (BYOT) billing changes
Deprecations
- Facebook Messenger HUMAN_AGENT message tag deprecation
- Predictive Engagement outcome limitation change
- Topics and programs audit events name change
May 5, 2021
Communicate
- Search for external contacts and organizations on mobile devices
Contact center
- Topic manager and topic spotting support for queues and flows
- Configurable messaging threading timeline
- Export Architect flows in YAML format
- External contacts bulk APIs for notes and relationships
- Journey aggregate query API for non-offered action states
Deprecations
- CIDR IP address range for cloud media services change completed
December 16, 2020
Contact center
- Queues Activity Detail view usability improvement
- Performance Dashboards enhancement
- Voice transcription search improvements
- Predictive Engagement integration with Adobe Analytics
- Chat emoji enhancement
- Canned responses editor improvement
Deprecations
- Analytics User Detail Endpoint API query interval change
- Analytics Conversation Detail Endpoint API query interval change
- Limit journey and interaction history for external contacts and organizations to 365 days postponement
June 24, 2020
Contact center
- Contact verification and interaction history enhancements for selected regions
- Add Workforce Engagement Management to subscriptions
- Template messages for agents using WhatsApp
- Increased limit for Agent Performance views filters
- Digital flow outcome functionality in Architect and Analytics API
- Assign Google Dialogflow bot events for non-responsive callers
- Barge-in functionality for Google Dialogflow enabled by default
Integrations
- Introducing Adobe data actions integration
- Introducing Adobe Experience Platform integration for profile lookup
Deprecations
- Screen recording, evaluations, and surveys permissions change
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
October 30, 2019
Communicate
- Genesys Cloud Voice in Norway
Contact center
- View export data in interactions and interactions detail views
- Inbound messaging channel routing for WhatsApp
- Dynamically reference skills in Architect
- Call history improvements
Integrations
- mTLS authentication for data actions
Platform
- New color scheme for Genesys Cloud
March 6, 2019
Communicate
- TCP transport protocol for BYOC Cloud trunks
Contact center
- Performance Dashboards
- Queue query enhancement in Analytics API
- Configure multiple ACD messaging integrations per channel
- Change the default country code for phone numbers
- Improved fax support for external contacts
Deprecations
- Genesys Cloud Bridge integrations deprecation FAQs
February 20, 2019
Platform
- Introducing access control for select regions
Communicate
- Genesys Cloud Voice in Germany
Contact center
- Message delivery status notifications
