List of the Genesys Cloud release notes that include the third-party digital channels release notes tag.
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
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Account management
- Passkey support for Multi-Factor Authentication (MFA)
Customer engagement
- Custom named time zones for contactable time sets
- Digital rule sets for outbound WhatsApp campaigns
- Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
- Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
- External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
- Architect digital bot flow list picker support in Singapore and Mexico regions
- Authentication support in Apple Messages for Business in Singapore and Mexico regions
- Apple Messages for Business forms in Singapore and Mexico regions
- Control agent transfer capabilities via permissions
- Configure group ring settings
- Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
- New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
- Sentiment, empathy, and topic spotting support for Turkish and Zulu
- Export summary row chart in Analytics Performance views
- Web events available in Journey Management
Employee productivity
- Configure combined voice utilization for ACD and non-ACD calls
- Favorites now listed in the User Directory
- Multi-language Agent Copilots
Open platform
- Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration
- Thai language support
- Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports
Self service and automation
- Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
- Enhanced confirmation controls in AI Guides
- Genesys Virtual Agent support for Portuguese and Swedish dialects
- Create flow outcomes and milestones natively in Architect
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Employee productivity
- New unified navigation experience coming to Genesys Cloud
- Summary engagement insights on the Agent Copilot dashboard
Account management
- Manage user hire dates with SCIM APIs
- Refreshed integrations management interface
Customer engagement
- Configure up to 100 OpenID integrations for authenticated web messaging
- Voice note support for WhatsApp conversations
- Outbound voice events publish directly to AWS EventBridge
Data, analytics, and reporting
- Enhanced longest waiting and longest interacting metrics
- Duplicate an event card in Journey Management
- Review transcripts faster in interaction details
Open platform
- Updated Genesys Cloud desktop app icons
- Unified Experience from Genesys and ServiceNow phone book support
Workforce engagement
- Default answers for evaluation forms
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Employee productivity
- Multi contextual panels
- Fax interface update
Customer engagement
- Architect digital bot flow time picker support
- Genesys Cloud Social support for Instagram
- Web Messenger support for time slot picker
- Retention of library selection in the Canned Responses Admin page
- Updated pricing for social direct messages, SMS, and agentless outbound email
- Enhanced email administration user interface
Data, analytics, and reporting
- AI Insights at a glance
- New digital response time and engagement metrics
Workforce engagement
- Evaluate up to 50 interactions per agent daily with AI Scoring
- Multiple answer selection in evaluation form questions
Deprecations
- Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
- Deprecation: Workforce management historical data delete job API endpoints
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