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Release notes for Genesys Cloud Embeddable Framework

This article describes all Genesys Cloud Embeddable Framework releases. For more information, see .

    February 2, 2026

    • Introduction to the Queue ID attribute in conversation data

      Developers can now use the new Queue ID attribute in their Genesys Cloud Embeddable Framework implementations. The attribute is available through Condensed Conversation Information and can be used to perform custom logic based on queue details, enabling greater control and flexibility when building integrations: .

    November 17, 2025

    April 7, 2025

    • Support divisions for external contacts

      Administrators can now assign external contacts to a division and limit the users only to see and interact with the contacts relevant to their division. The division to which an external contact is assigned can be displayed in the UI within both the external contact search results and the interaction details: .

    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: , , and .

    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: .

    October 7 2024

    September 23 2024

    September 12 2024

    July 29 2024

    • Utilization labels for click-to-dial functionality

      Developers can now use the Utilization Labels in the click-to-dial functionality that categorizes the conversation: .

    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: .

    March 18, 2024

    February 28, 2024

    January 31, 2024

    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: .

    December 6, 2023

    October 4, 2023

    September 20, 2023

    • WEM activity widget

      Administrators can enable and embed the WEM activity view in the organization’s website or application through a URL provided by the Genesys Cloud for Embeddable Framework. This widget enables agents to access schedules, evaluations, and stand-alone gamification features: .

    June 21, 2023

    June 7, 2023

    • Client information in the embedded clients interaction window

      Administrators can now configure the display conversation information in the interaction window: .

    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: .

    April 26, 2023

    • Warning message added for enabling server-side logging option

      Warning message added for the enableServerSideLogging parameter for the feature settings: settings (Genesys Cloud Developer Center).

    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: and .

    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 .

    August 10, 2022

    April 27, 2022

    • Interaction attribute for participant type in an interaction

      Administrators can now use the interaction attribute Interaction.ParticipantPurpose to define the participant type in an interaction:  (Genesys Cloud Developer Center).

    • 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: .

    March 15, 2022

    • Interaction.Message.getTranscript action

      Developers can now use the Interaction.Message.getTranscript action to get the web message transcripts: .

    December 15, 2021

    August 11, 2021

    April 14, 2021

    February 10, 2021

    December 16, 2020

    • Hold timer

      Developers can now use the interaction attribute Interaction.HoldTime in interaction details to display the current hold duration: (Genesys Cloud Developer Center).

    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: .

    October 21, 2020

    September 23, 2020

    • Programmatic transfer to IVR flows

      The integration now exposes the ability to transfer interactions to non-secure and secure IVR flows with the Interaction.updateState action: (Genesys Cloud Developer Center).

    August 19, 2020

    July 15, 2020

    • Status timer

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

    July 8, 2020

    • Programmatic transfer of interactions

      The integration now exposes the ability to blind, consult, and conclude transfer interactions with the Interaction.updateState action: (Genesys Cloud Developer Center).

    • 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: .

    June 3, 2020

    • Interaction attributes for start, end, and connected times

      Developers can now use the interaction attribute startTime in generic interaction objects to indicate when the first participant joined a conversation. Updated descriptions for the interaction attributes endTime and connectedTime: (Genesys Cloud Developer Center)..

    May 13, 2020

    • Agent performance statistics for callback interactions

      Added agent performance statistics for callback interactions: .

    • 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: .

    April 29, 2020

    • Americas (Canada), Asia Pacific (Seoul), and EMEA (London) regions

      Developers can now select Canada, Seoul, or London as their Genesys Cloud environment: (Genesys Cloud Developer Center).

    February 12, 2020

    January 29, 2020

    • Agent schedule view

      Agents can view their schedule in the client: .

    • Configurable call controls

      Developers can now configure which call control elements appear in the client and in what order: settings (Genesys Cloud Developer Center).

    • Safari support removal

      Removed support for Safari.

    January 22, 2020

    • Interaction.Chat.getTranscript format change

      The format of the Interaction.Chat.getTranscript object now uses a callback function. For more information, see the in the Developer Forum and (Genesys Cloud Developer Center).

    January 15, 2020

    • dedicatedLoginWindow query string parameter for private deployments

      Added the dedicatedLoginWindow query string parameter for private deployments: (Genesys Cloud Developer Center).

    • Interaction attribute for total time in IVR

      Developers can now use the interaction attributes Interaction.TotalIvrTime in interaction details and totalIvrDurationSeconds in generic interaction objects to indicate how long an interaction spends in the IVR before being connected to an agent: (Genesys Cloud Developer Center) and (Genesys Cloud Developer Center).

    • Interaction attribute for total time in ACD

      Developers can now use the interaction attributes Interaction.TotalAcdTime in interaction details and totalAcdDurationSeconds in generic interaction objects to indicate how long an interaction spends being routed to an agent: (Genesys Cloud Developer Center) and (Genesys Cloud Developer Center).

    January 8, 2020

    • callbackCallEnded interaction event notification

      Developers can subscribe to an interaction event to be notified when a call placed for a callback interaction ends: subscribe (Genesys Cloud Developer Center).

    December 18, 2019

    • OAuth scopes

      Administrators can enable scopes in OAuth clients for private and public versions of Genesys Cloud Embedded Client to limit the application’s access to a Genesys Cloud organization’s data. Rather than grant complete access to a Genesys Cloud organization’s account, administrators can define the scope of access given to applications built in Genesys Cloud: and .

    • Shift trade requests

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

    December 18, 2019

    • Color customization for notifications

      Developers can customize the text colors and background colors for notification types and individual notifications: ) (Genesys Cloud Developer Center) and (Genesys Cloud Developer Center).

    November 13, 2019

    • Call history

      Developers can enable agents to view their call history in the client: and (Genesys Cloud Developer Center).

    • Evaluations

      Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: .

    October 30, 2019

    • WhatsApp interaction support

      The integration now routes inbound WhatsApp interactions: .

    October 23, 2019

    • US West region

      Developers can now select US West (Oregon) as their Genesys Cloud environment: (Genesys Cloud Developer Center).

    October 9, 2019

    • Search configuration for external contacts

      Developers can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: (Genesys Cloud Developer Center).

    • Personal voicemail inbox

      Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: .

    • 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: .

    September 25, 2019

    September 18, 2019

    • Interaction attribute for internal calls

      The integration now uses the interaction attribute isInternal to indicate whether a call is internal on interaction objects: (Genesys Cloud Developer Center).

    August 21, 2019

    • Subscriptions to individual categories

      Developers can now subscribe to individual categories for notifications: (Genesys Cloud Developer Center).

    • Private deployment of Genesys Cloud Embeddable Framework

      Includes same functionality as public deployment but allows companies to create and deploy integrations for private use in their Genesys Cloud organizations: .

    June 19, 2019

    • Contact list columns in interaction details or interaction objects

      Developers can now display contact list column data on interactions in the client or obtain contact list column data as attributes of interaction objects: (Genesys Cloud Developer Center) and (Genesys Cloud Developer Center).

    March 7, 2018

    • Initial release of Genesys Cloud Embeddable Framework for public deployment. Includes overview, steps for development and deployment, and exposed methods and actions.