List of the Genesys Cloud FedRAMP Region release notes that include the third-party digital channels release notes tag.
Account management
- Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
- BYOC Premises Edge devices in Edges list view
Customer engagement
- Social direct messages, social post injections, and social post responses allowance increase per AI token
- Create rules based on workitem creation date
- Generate web survey links on demand with an API
Employee productivity
- Domain allow list for emails
- Summaries for consult transfers for Agent Copilot
Workforce engagement
- API to List Past Recognitions
- Reply-To field in email transcripts
- Long-term forecast and schedule generation up to 104 weeks
- Granular evaluation metrics in the Evaluation Aggregate API
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Employee productivity
- Live character counter for ACW notes
- Favorites now listed in the User Directory
- Multi-language Agent Copilots
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
- Non-default content profile support for SMS
- Architect digital bot flow time picker support
- 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
Data, analytics, and reporting
- Export summary row chart in Analytics Performance views
- Web events available in Journey Management
Open platform
- Thai language support
- Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports
Self service and automation
- 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
Workforce engagement
- Default answers for evaluation forms
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Employee productivity
- Multi contextual panels
- Call forwarding enhancements with group search functionality
Account management
- Audit SAML authentications
- Increased SSO integrations allowance per identity provider
Customer engagement
- Enable or disable Last Agent Routing for digital conversations
- Messenger individual application provisioning and configuration redesign
- Introducing Genesys Cloud Social
- Genesys Cloud Open Messaging supports custom social network connectors
- Genesys Cloud Social support for Instagram
- WhatsApp’s per message pricing update
Workforce engagement
- Policy-based station-side call recording
- Evaluation data access via consolidated reporting views
- Extended workforce management time-off submission window and management unit fixed date settings
- Workforce management capacity planning
Deprecations
- Deprecation: Removal of Webhooks integration for chat notification
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Employee productivity
- Multi contextual panels
- Agent Copilot summary API metrics and edited summaries
- Fax interface update
Customer engagement
- 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
- Configurable X integration sizes and new entry size
- Send and receive media through X (formerly Twitter) channel
- Genesys Cloud for X (Twitter) Direct Messaging integration
Data, analytics, and reporting
- AI Insights at a glance
- New digital response time and engagement metrics
- On demand voice and digital transcript translation
Workforce engagement
- Multiple answer selection in evaluation form questions
Deprecations
- Deprecation: Workforce management historical data delete job API endpoints
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