Release notes for the Genesys Cloud browser extensions

AI-generated summary

Genesys Cloud is a comprehensive contact center platform providing browser-based and extension-enabled access to agent and administrator capabilities across voice, digital, and callback channels, with regional deployment spanning North America, Asia Pacific, Europe, Middle East, and additional environments including Singapore, Mexico, Sao Paulo, Mumbai, Canada, Seoul, London, and US West Oregon. The platform delivers extensive telephony controls including click-to-dial functionality, DTMF keyboard input, headset call control buttons, customizable ringtone and speaker selection, and screen pop functionality for automatic incoming interaction context delivery. Digital channel support encompasses WhatsApp, Facebook, LINE, Twitter, web messaging, queue-based chat, email, and message interactions with comprehensive script support across all queue-based channels. Agent productivity features include simultaneous management of multiple interaction types, callback scheduling with auto-dial and auto-disconnect automation, blind transfer with cancellation and modification options, auto-answer functionality for digital interactions, voicemail inbox access with callback functionality distinguishing between personal and group voicemail, status timers, after-call work options with time-boxing capabilities, shift trade management, and call history access. Agents can manually capture specific portions of ACD calls as snippet recordings and schedule Out of Office dates directly from the client. Administrative capabilities encompass granular agent transfer permissions, station selection enforcement preventing agents from remaining on queue without a selected station, external contact search configuration, single sign-on integration, iframe embedding restrictions through domain allowlisting, and dedicated voicemail recording download permissions restricting access to non-ACD recordings for improved data security. Administrators can define preferred WebRTC clients to ensure consistent session control and configure conversation information display and after-call work timeout settings across all interaction channels. Technical features include persistent server-side settings surviving browser resets, access token expiration alerts providing 30-minute advance notice, advanced microphone settings for WebRTC audio quality optimization, outbound SMS messaging with configurable country codes, caller ID functionality, WebRTC diagnostic testing, and Proof Key for Code Exchange (PKCE) grant type authorization for enhanced OAuth 2 authentication. The Embedded Framework displays Group Name attributes for incoming voice interactions, enabling agents and supervisors to immediately identify call context. Recent enhancements include extended agent ownership support for Customer First Callbacks with maximum ownership duration increased from 7 to 30 days, WebRTC client alerting configuration for priority designation, keyboard input for DTMF code entry in embedded clients, basic interaction controls accessible through system notifications in Chrome browsers, and integration with Genesys Agent Assist. Browser extension support is available for Chrome and Firefox, enabling extended platform accessibility and click-to-dial functionality on dynamic webpages.

This article describes all releases for the Genesys Cloud browser extensions (Genesys Cloud for Chrome and Genesys Cloud for Firefox). For more information, see About the Genesys Cloud browser extensions.

July 27, 2026

Configure WebRTC client alerting
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active: Change your WebRTC phone settings.

May 4, 2026

Control download access for voicemail recordings
Administrators can now control download access for voicemail recordings by assigning a dedicated download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.: Access personal and group voicemail.

April 13, 2026

Support for Proof Key for Code Exchange (PKCE) grant type authorization
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow: Create an OAuth client.
Support for Group Name attribute for group ring calls
Administrators can now configure the Embedded Framework to display the Group Name attribute for incoming voice interactions routed through group ring. This enhancement enables agents and supervisors to immediately identify the group context of an incoming call. The Group Name attribute is available only for voice interactions associated with group ring and appears as part of the incoming interaction details: Interactions in the client menu and Condensed conversation information.
Agent ownership support for customer first callbacks
Administrators can now enable agent ownership for Customer First Callbacks (CFC), allowing the system to reserve the original agent before dialing the callback. This enhancement helps maintain relationship continuity by ensuring follow-up callbacks are handled by the same agent and supports automated dialing, call analysis, and retry logic for agent-owned callbacks. In addition, the maximum duration an agent can own a scheduled callback has increased from 7 days to 30 days. These capabilities align Customer First Callbacks with existing Agent First Callback features and help improve agent productivity and sales conversion: Schedule a callback.

March 30, 2026

Snippet recording for ACD calls
Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control: Record snippets in ACD calls.

November 17, 2025

Asia Pacific (Singapore) and Americas (Mexico) regions
Administrators can now select Singapore or Mexico as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

March 31, 2025

Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Station > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue: Log out of phone in embedded clients, Select a phone, and Change your status.

November 11 2024

Keyboard support for DTMF input in the embedded client
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Call controls.

September 23 2024

Persistent agent settings on the server side
Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.

April 22, 2024

Headset call control buttons
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.

March 18, 2024

Run the WebRTC diagnostic app
Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.

February 28, 2024

Specify queue in scheduled callbacks
Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.

February 21, 2024

Enable click-to-dial on dynamic webpages
Administrators and agents can now configure the browser extension to enable click-to-dial functionality in dynamic webpages: Configure the Genesys Cloud browser extensions and Click-to-dial.

January 31, 2024

Asia Pacific (Osaka), Middle East (UAE), and EU (Zurich) regions
Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

January 10, 2024

Improved blind transfer of digital interactions
Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted: Blind transfer an interaction.

December 6, 2023

Callback auto dial and auto disconnect
Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.

October 4, 2023

Ringtone selection for call alerts
Agents can now select ringtones for their call alerts: Configure notifications.

June 21, 2023

Auto answer enabled digital interactions
Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.

June 7, 2023

Client information in the embedded clients interaction window
Administrators can now configure the display conversation information in the interaction window: Interaction window in embedded clients.

May 31, 2023

Language support for Portuguese (Portugal)
Ringer volume control
Agents can now control ringer volume of interactions that alert when you are not on call: Configure notifications.

March 15, 2023

Time-boxed and Agent Requested after call work options
Administrators can set the after call work timeout settings for all digital channels including voice, email, chat, message, and callback, and agents can initiate after call work as needed for ACD interactions that are not automatically assigned after call work: Wrap up an interaction and Call controls.

December 14, 2022

Availability of Agent Assist option
Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.

August 10, 2022

Americas (Sao Paulo) region
Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

April 27, 2022

Group voicemail and call back option
Agents can identify the group voicemail from the personal voicemail and have the option to call back the original caller from the voicemail options: Access personal and group voicemail.

August 11, 2021

Genesys Cloud web messaging
The integration now supports Genesys Cloud web messaging: About messages and Migrate from chat to Genesys Cloud web messaging.

April 14, 2021

Asia Pacific (Mumbai) region
Administrators can now select Mumbai as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

February 10, 2021

Basic interaction controls in system notifications (Genesys Cloud for Chrome only)
Agents that use Chrome browsers can now pick up or disconnect alerting interactions from system notifications: Configure notifications.

Ringer setting for WebRTC phones
Agents can now configure which speakers the ringer uses: Log in to the client, Select a phone, and Change your WebRTC phone settings.

December 9, 2020

Volume control for alerting interactions
Agents can now control the ringer volume of interactions that alert when they are connected to a call or callback interaction: Configure notifications.

July 15, 2020

Status timer
A status timer now tracks how long a user has been in a particular status or On Queue: Status timer.

July 8, 2020

Scheduling a callback on callback interactions enhancement
Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.

May 13, 2020

Agent performance statistics for callback interactions
Added agent performance statistics for callback interactions: View agent performance statistics.
Script support for all queue chats, emails, and messages
Scripts are now available on all chat, email, or message interactions to or from a queue: Scripts.

April 29, 2020

Americas (Canada), Asia Pacific (Seoul), and EMEA (London) regions
Administrators can now select Canada, Seoul, or London as their Genesys Cloud environment: Configure the Genesys Cloud browser extensions and Change the region of your Genesys Cloud organization.

February 12, 2020

Time off requests
Agents can view notifications about their time off requests in the client: Access schedule notifications.

January 29, 2020

Agent schedule view
Agents can view their schedule in the client: View your schedule.

December 18, 2019

Shift trade requests
Agents and administrators can view notifications for shift trade requests in the client: Access schedule notifications.

November 13, 2019

Call history
Agents can view their call history in the client: Access call history and Configure the Genesys Cloud browser extensions.
Evaluations
Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: Access evaluations.

October 30, 2019

WhatsApp interaction support
The integration now routes inbound WhatsApp interactions: About messages.

October 23, 2019

US West region
Administrators can now select US West (Oregon) as their Genesys Cloud environment: Configure the Genesys Cloud browser extensions and Change the region of your Genesys Cloud organization.

October 9, 2019

Search configuration for external contacts
Administrators can now control whether the extension returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: Configure the Genesys Cloud browser extensions.
Dedicated login window
Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure the Genesys Cloud browser extensions.
Personal voicemail inbox
Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.
Access token expiration
The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.

August 7, 2019

Single sign-on identity provider functionality
Administrators can now configure the extensions to use a single sign-on identity provider when agents log in to the client: Configure the Genesys Cloud browser extensions.

May 15, 2019

Out of adherence notification
The client now notifies agents when their status does not match their scheduled activity: Out of adherence.

April 24, 2019

Advanced microphone settings for WebRTC phones
Agents can now configure microphone settings in the client that may affect sound processing and audio quality: Configure advanced microphone settings for WebRTC phones.

January 16, 2019

Agents without phones
Agents can now log in without first selecting a phone: Log in to the client.
Outbound SMS message support
Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure the Genesys Cloud browser extensions.
Consolidation of settings in the client menu
The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.

December 19, 2018

Manage Genesys Cloud embedding
Administrators can restrict the embedding of Genesys Cloud as an iframe in third-party applications but add domains for the Genesys Cloud embedded clients to an allowlist: Manage Genesys Cloud embedding with Genesys Cloud embedded clients.

November 14, 2018

Notifications setting
Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.

October 31, 2018

Flag problematic calls
Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.

September 12, 2018

Build 1.0.2525

Facebook, LINE, and Twitter interaction support
The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.
Out of Office scheduling
Agents can now schedule Out of Office dates and times from the client: Change your status.
Timer for non-time-boxed after-call work
Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.

August 29, 2018

Build 1.0.2503

Caller ID support for outbound calls
Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.

August 15, 2018

Build 1.0.2458

Initial release of Genesys Cloud for Firefox: About the Genesys Cloud browser extensions.

July 4, 2018

Build 1.0.2458

Initial release of the new Genesys Cloud for Chrome extension: Migrate to the new Genesys Cloud for Chrome and About the Genesys Cloud browser extensions.

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