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Genesys Cloud – July 8, 2020

Contact center

ACD email message threading limit change

Genesys Cloud now threads email messages together when it receives a reply to an existing email within 30 days. Email replies received after 30 days start a new conversation. Previously, the limit before starting a new conversation was one year. For more information, see .

Contact verification and interaction history enhancements for additional selected regions

Enhancements to contact verification and interaction histories for chats and calls are now available in the EU (Ireland) (eu-west-1), Asia Pacific (Sydney) (ap-southeast-2), Canada (Canada Central) (ca-central-1), EU (Frankfurt) (eu-central-1), EU (London) (eu-west-2), and Asia Pacific (Seoul) (ap-northeast-2) regions and coming soon to other regions. Genesys Cloud now automatically verifies a contact when an interaction begins, and displays abandoned and self-service interactions in interaction histories. For more information, see , , , and .

Integrations

Single sign-on integration enhancement

Administrators can now specify any Genesys Cloud URL for the ServiceName SAML attribute when configuring Genesys Cloud single sign-on for a third-party identity provider. After successful authentication, Genesys Cloud opens on the specified page. Previously, the ServiceName attribute allowed only designated keywords. For more information, see Supported single sign-on integrations in .

Platform

Journey JavaScript SDK enhancement for refined tracking and segmentation

The Journey JavaScript SDK for Predictive Engagement (Predictive Engagement) now includes methods that enable developers to track when a user scrolls a webpage, and when an element becomes visible in or disappears from the viewport. For more information, see and in the Journey JavaScript SDK.