List of the Genesys Cloud release notes that include the virtual agent (bots & ivr) release notes tag.
Account management
- Temporary removal of Pair with Genesys Care button from commercial regions
- Simplified permissions view with updated Select All controls
Customer engagement
- Improved detection of SMS opt-out requests
- Google Business Profile ratings and engagement source
- Social media follower count and verified status
Data, analytics, and reporting
- Improved accuracy and reliability of date-time picker
Employee productivity
- Filters and metrics in the Agent Copilot Performance dashboard
Workforce engagement
- Customizable activity code colors
- Enhanced screen recording playback
Deprecations
- Deprecation: Removal of AI Guides (version 1)
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Customer engagement
- DMARC monitoring for custom email domains
- Contactable time sets for outbound WhatsApp campaigns
Data, analytics, and reporting
- Semantic topic spotting for topic configuration
- AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish
Employee productivity
- Queue-based outbound calling in Communicate mobile app
- Control download access for voicemail recordings
Open platform
- Agents can place outbound calls on behalf of a queue from ServiceNow
Self service and automation
- Increasing limits for social data ingestion and escalation
- Configurable error handling for agentic virtual agents
- Genesys native speech-to-text available as a bot transcription engine
- Bot users can skip a question when they don’t know the answer
- Improvements to comfort statements in AVA virtual agent
Deprecations
- Deprecation: Native voice transcription for Polish (pl-PL)
- Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement
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