Genesys Cloud – Features coming soon

Bot authors can now configure rich link messages for WhatsApp, enabling bots to send interactive call-to-action (CTA) URL button messages. Agents can also send text messages with a link preview when interacting with customers through WhatsApp. If a message contains multiple URLs, only the first link displays a preview. This enhancement enables businesses to embed action-oriented links directly in WhatsApp messages.

Administrators can now make the work automation Query Sync API publicly available for operational lookups of workitems. Developers, partners, and solution architects can synchronously query workitems with up to three filters or by a single workitem ID to quickly retrieve the current state of a specific item. This update helps improve performance and predictability for real-time, single-record lookups by reducing reliance on asynchronous queries for these scenarios. The Query Sync API is intended for focused, low-latency queries, while the existing workitems job query API remains available for broader searches across large sets of workitems.

Administrators can now select knowledge configurations in Agent Copilot for Dutch (NL), French (CA/FR), German (DE/CH), Portuguese (BR), Japanese, Hindi, Korean, Arabic (UAE), Italian, and Norwegian. This update allows copilots configured in these languages to connect to Knowledge sources.

Business analysts can now use the Content Exploration view to visualize and explore transcript data, helping them better understand customer and agent interactions. This feature provides dynamic search and filtering options, allowing analysts to quickly refine results using topics, empathy score, sentiment score, sentiment trend, and significant keywords. As analysts select filters, interaction counts and related results update in real time to display the most relevant conversations. This enhancement helps analysts identify trends, perform root cause analysis, and make data-driven recommendations that improve customer experience, agent performance, and overall business outcomes.

Administrators can now reorder charts with drag-and-drop, toggle between chart and table views, and use shareable and embeddable chart links in Journey Management. These updates help to improve how analysts display, sort, and share charts so they can find insights and act on journey data more quickly. The enhancements also include better handling of long labels, clearer label text, and copy-on-click for chart values to make charts easier to read and reuse.

Administrators can now refine phrase testing by applying a program filter to historical interactions. This update allows administrators to align phrase tests with the same programs used in production topics. By selecting a program, administrators can limit testing to interactions that match the intended business context.

Topic miner is now available in Danish Denmark (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). This feature enables administrators and analysts to mine for topics in this dialect across all media types to gain insights into emerging topics.

Administrators can now manage custom dictionary entries for AWS Transcribe dialects used by Extended Voice Transcription Services (EVTS) through Genesys Cloud APIs. This enhancement enables organizations to create, update, and maintain organization-specific terms, such as product names and acronyms, across supported dialects, helping to improve transcription accuracy and consistency. The feature is available via API and does not require direct AWS configuration, streamlining vocabulary management for speech and text analytics.

Administrators can now include standalone phones in groups for group ring. This update allows phones placed in shared locations, such as warehouses or common areas, to ring alongside user devices when a group call is received. Adding standalone phones to groups for group ring helps improve accessibility and flexibility for teams that rely on shared phones, making it easier for employees to answer calls from any location within a facility.

Administrators can use the new Genesys Summarization Connector to integrate third-party large language models (LLM) with AI Studio and configure them to generate Agent Copilot interaction summaries. This feature allows AI Studio to use models trained on the organization’s own data or tuned for business needs to better reflect terminology and workflows.

Administrators can now enable Bring Your Own Interaction (BYOI) capabilities for new, dedicated Genesys Cloud CX3 organizations that use injected, external interactions. This update allows organizations to ingest voice metadata, recordings, and email metadata from external sources and to use Workforce Engagement Management (WEM) features for users handling interactions on a third-party platform. Supervisors and administrators require a full CX3 license to access WEM permissions. This update removes the need for dedicated EX organizations when using BYOI with CX3.

Administrators can now configure custom dictionaries for use with the Genesys Enhanced V3 speech-to-text engine in bot flows. Genesys Cloud automatically applies the defined custom dictionary for the selected language, which helps improve recognition accuracy for organization-specific vocabulary during automatic speech recognition (ASR) processing.

Administrators can now use the minimum coverage option in Workforce Management schedule generation to create shifts that meet user-defined minimum staffing levels. This option supports situations where operational policies require the business to remain open even if forecasted demand is low. When minimum coverage is enabled, schedule generation prioritizes meeting minimum staffing requirements before other goals, such as service goal coverage during demand peaks. Schedulers configure minimum staffing in business unit settings. For more information, see the help articles on adding a business unit and configuring minimum staffing.

Administrators can now use a public API to export continuous forecast data, historical data, and snapshots for a specified date range. The API supports filtering by start and end dates, includes relevant metrics and actuals, and allows administrators to select output delimiters such as comma or tab. All endpoints run asynchronously and deliver results to a designated topic. This update provides self-service access to forecast data for integration with external tools and planning workflows.