List of the Genesys Cloud release notes that include the virtual agent (bots & ivr) release notes tag.
Customer engagement
- WhatsApp support for interactive rich link messages
- Public availability of the workitems Query Sync API
Employee productivity
- Enable knowledge configuration for additional languages
- Add standalone phones to groups for group ring
- Genesys Summarization Connector for Agent Copilot interaction summaries
Data, analytics, and reporting
- Introducing Content Exploration view
- Charts user experience enhancements
- Add program filter to phrase testing in Topic Editor
- Topic miner support for Danish, Finnish, Norwegian and Swedish
- API-based dictionary management for EVTS with AWS Transcribe
Open platform
- Enable BYOI for new CX3 organizations with injected interactions
Self service and automation
- Support for custom ASR dictionaries in bot flows
Workforce engagement
- Generate schedules using minimum coverage
- API to export continuous forecast data for external use
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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
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Employee productivity
- Streamlined navigation and information architecture update
- Improved scripting accessibility tools
Customer engagement
- Use the same email domain across multiple Genesys Cloud orgs
Data, analytics, and reporting
- Analyze segment and web outcome events in Journey Management
Open platform
- Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
- Map participant data from Genesys Cloud to ServiceNow interaction fields
Self service and automation
- Preview guides for virtual agents in AI Studio
- Configure virtual agents to generate answers from multiple sources
Workforce engagement
- Workforce management block scheduling
- Adherence and activity code mapping enhancements
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Employee productivity
- Streamlined Navigation and Information Architecture Update
Customer engagement
- Apple Pay support for Apple Messages for Business
- Architect digital bot flow list picker support
- Set time- and duration-based conditions in campaign rules
- Use custom SMTP servers for email campaigns and agentless email
- Administrators can now bring their own SMS SMPP provider
- Idle agent count for conditional group activation or deactivation
- Expired callback queue reassignment
Data, analytics, and reporting
- Administrators can now search content from HTML emails
- Topic miner Korean and Japanese language support
- Native voice transcription for core dialects
Open platform
- Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support
Self service and automation
- Transcription and storage of caller’s final voice input
- Content-based search for knowledge base articles in Norwegian, Danish and Finnish
- Swiss German language support in Architect
Workforce engagement
- Enhancements to visual components in the interaction details page
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