Genesys Cloud - UI New Features

Hi Nicholas, Thanks for the clarification and the screenshots. We've simplified the logic behind the UI differences: Current Logic (Pre-Enhancement): The system has always shown a different UI based on the number of conversation channels a user ...

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience. When using Screen reader users will now ...

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter . This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's ...

(Updated: September 29, 2025) Hi Team, As we approach the early adopt GA date, I’d like to take a moment to reflect on the Beta program you participated in and sincerely thank you for the time, energy, and feedback you’ve shared with us. Together ...

Hi all - We have some folks who have accessibility features and needs but their primary use of the product is in the embedded client in Salesforce. Are there any timelines/plans for increasing accessibility in the embedded client? (Apologies if this is ...

As of December 8 th , web tracking settings are introduced to Messenger as part of digital user tracking configuration (formerly known as journey tracking). Administrators can enable, configure customized tracking per website or ...

As of December 8 th , web tracking settings are introduced to Messenger as part of digital user tracking configuration (formerly known as journey tracking). Administrators can enable, configure customized tracking per website or ...