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

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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

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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

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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

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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

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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

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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

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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

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Platform

• Introducing access control for select regions

Communicate

• Genesys Cloud Voice in Germany

Contact center

• Message delivery status notifications

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