Release Notes for Unified Experience from Genesys and ServiceNow

This article describes all releases of the Unified Experience from Genesys and ServiceNow integration. For more information, see About Unified Experience from Genesys and ServiceNow.

September 8, 2025

Support for Agent Copilot in ServiceNow
The Unified Experience from Genesys and ServiceNow now supports AI-powered assistance via the Agent Copilot component embedded directly within the ServiceNow workspace. With the Agent Copilot component, agents can access real-time guidance such as knowledge articles and suggestions, which simplifies tasks during live interactions and improves the overall customer experience. Agent Copilot enhances agent efficiency and reduces workload by delivering relevant information, automating processes, and improving conversation management in real time: Add Genesys Cloud Embeddable Component in ServiceNow and Use Genesys Cloud components in ServiceNow.
Package version: 1.2.0

Support for ITSM workspace in ServiceNow
Agents can now use ServiceNow IT Services Management (ITSM) workspace in ServiceNow to handle calls that are routed by Genesys Cloud. Agents can use native ServiceNow voice controls to make voice calls, manage presence, and access embedded WEM tools directly within their ITSM environment: Log in to a ServiceNow instance.

Wrap-up code integration between Genesys Cloud and ServiceNow
ServiceNow displays the wrap-up codes configured in the corresponding Genesys Cloud queue. After agents complete a Genesys Cloud-hosted interaction and then select the appropriate wrap-up code in the ServiceNow interface. Then, the integration automatically pushes the selected value to Genesys Cloud: Wrap-up code administration for Unified Experience from Genesys integration.

Case routing through Genesys Cloud
Administrators can now synchronize ServiceNow cases with Genesys Cloud workitems. This update enables administrators to bring ServiceNow cases directly into Genesys Cloud as workitems for routing and orchestration: Set up routing and assigning cases in ServiceNow.
Package version: 1.1.0

Unified Experience from Genesys and ServiceNow
This initial release of Unified Experience from Genesys and ServiceNow integration that enables routing of chat and voice interactions through Genesys Cloud for agents in ServiceNow.
Package version: 1.0.0

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