Genesys Cloud Release notes

Customer engagement

• Predictive routing queues summary enhancements
• WhatsApp support for interactive list pickers in bot conversations
• Automatic sign-in for authenticated Messenger users
• Workitem Insights views for supervisors

Data, analytics, and reporting

• Copilot panel and chart expansion for Journey Management

Employee productivity

• Extended markdown in messaging channels
• Configurable audio alert duration for agents

Open platform

• CX Cloud media helper alert for failed calls

Self service and automation

• Use knowledge in AI Guides

Account management

• API for custom user attributes in user profiles
• Support for data filtering rules in outbound digital channels

Customer engagement

• Support for authenticated web messaging in single customer view

Self service and automation

• Genesys Virtual Agent support for knowledge fabric

Workforce engagement

• Granular access control for gamification using reporting hierarchy

Deprecations and announcements

• Deprecation: Administrator login using only user name and password

Customer engagement

• Inbound WhatsApp business calling
• Attempt control enhancements
• Automatically end preview interactions after wrap-up

Data, analytics, and reporting

• AI scoring model upgrade for natural-language evaluation questions

Employee productivity

• Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
• Manage user presence in the Communicate mobile app
• Queue ID attribute for embeddable framework click-to-dial

Open platform

• Genesys Cloud Voice phone number redirection for business continuity (US & Canada)
• Greater outbound performance and platform enhancements for BYOC Cloud
• Locale-based date and time display

Self service and automation

• LAM-powered virtual agents in AI Studio

Workforce engagement

• Automated agent scoring in speech and text analytics programs

Deprecations

• Deprecation: agent assistance

Open Platform

• Updated regional feature deployment schedule now in effect

Account Management

• Set default multi-factor authentication (MFA) device for multi-device users
• AuthorizedClientIDs SAML attribute for SSO integrations

Customer engagement

• Support for keyboard type in Apple Messages for Business forms
• Post-flow action in Architect message flows
• Customer intent taxonomy and agent visibility
• Automatically establish a persistent connection when an agent goes on-queue
• WebRTC idle media timeout 

Employee productivity

• Genesys Tempo cross-week shift trading
• Accessibility improvements for conversation initiation
• Agent Copilot queue filters
• Agent Copilot knowledge configuration support

Open platform

• Genesys Cloud Voice in Singapore
• Genesys Cloud Voice in Mexico
• WebRTC phone upgrade opt-in setting
• Seamless reconnections in AudioHook Monitor integrations

Self service and automation

• Introducing Knowledge Fabric

Workforce engagement

• Workforce management main forecast table view

Account management

• Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
• BYOC Premises Edge devices in Edges list view

Customer engagement

• Mobile Messenger support for markdown formatting
• Social direct messages, social post injections, and social post responses allowance increase per AI token
• Create rules based on workitem creation date
• Generate web survey links on demand with an API

Employee productivity

• Domain allow list for emails
• Summaries for consult transfers for Agent Copilot

Open platform

• CX Cloud in Salesforce after-call work component

Workforce engagement

• API to List Past Recognitions
• Real-time agreement rates in evaluation forms
• Reply-To field in email transcripts
• Long-term forecast and schedule generation up to 104 weeks
• Granular evaluation metrics in the Evaluation Aggregate API

Deprecations

• Deprecation: Mobile Messenger legacy Android and iOS code removal