List of the Genesys Cloud release notes that include the crm integrations release notes tag.
Account management
- Customizable inactivity timeout for organizations with the HIPAA setting enabled
- Add login hint to OAuth client URLs
- Assign divisions to ACD skills
Customer engagement
- Expanded Alphanumeric Sender ID Support
Data, analytics, and reporting
- Expanded External Contacts export support
- Journey Management data export for BI tools
Employee productivity
- Copilot AI agent configuration in AI Studio
Open platform
- Manual wrap-up codes for digital messaging in ServiceNow Unified Experience
- Multiple concurrent Genesys applications per user
- Enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice
- Data Actions support for Google Cloud Run Functions (v2)
Self service and automation
- Customize virtual agent interaction summaries
Workforce engagement
- Import decision metrics for workforce management
- Time-based filtering for opportunities and enrollments
Deprecations
- Deprecation: BYOC Premises – Genesys Hardware Solution end of life
- Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1
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Customer engagement
- Profile Panel improvements for contact actions
- Messenger customizable launcher button
Data, analytics, and reporting
- Journey Management: Removal of event overage charges
- Removal of transcription confidence threshold configuration
Employee productivity
- Agent Copilot enhanced conversational understanding for knowledge searches
Open platform
- Support for case task routing in Unified Experience
- Genesys TTS Connector general availability
Self service and automation
- Preserve tracking IDs in Architect flow YAML export and import
- Knowledge Fabric support for Czech and Hungarian
- Architect flows: Dynamic terminating character configuration
- Knowledge Fabric configuration preview improvements
Deprecations and announcements
- Deprecation: Genesys Cloud Login web app can no longer be embedded in an iframe
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Customer engagement
- Support for ACD skill expression filters
- Access to email header fields
- Expanded free-text response limit for web and voice surveys
- Message flows for public and private social messages
Data, analytics, and reporting
- Email alerts now include queue and agent names
Employee productivity
- Control download access for voicemail recordings
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Open platform
- Agent Copilot and Scripter support for CX Cloud messaging and email
- ServiceNow Unified Experience transfer tooltips show agent availability
- Multiple concurrent Genesys applications per user
Self Service and Automation
- Connection management for knowledge fabric
Workforce Engagement
- User Home workspace in Genesys Cloud Home
- Agent Activity widgets available in Home
- Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
- Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
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Account management
- New permissions for managing phone associations
Customer engagement
- Agent ownership support for customer first callbacks
Data, analytics, and reporting
- Improved accessibility and usability for analytics performance views date picker
- Add dictionary terms to EVTS – Transcribe
Employee productivity
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
- Configure retention period for Genesys Agent Copilot summaries
- Genesys Agent Copilot expansion to social and digital messaging channels
Open platform
- Embedded Framework supports Group Name attribute for group ring calls
- Poly/HP ROVE Series managed phones available in Genesys Cloud
Self service and automation
- Configurable error handling for Agentic Virtual Agents
Workforce engagement
- Running Genesys Cloud Background Assistant (GCBA) with Windows service account
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