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PureCloud now supports chat flows and chatbots for the Version 2 web chat widget and Altocloud. These enhancements enable administrators and developers to leverage chat flows for routing, auto-response, and chatbots to offer a targeted chat solution for customers visiting your website. For more information, see Create a widget for web chat and Altocloud with advanced chat routing.
Administrators can now specify the domains from which customers can initiate web chat for Version 2 and third party widgets. This feature provides more security controls for web chat widget deployments that do not use authenticated chat. For more information, see Create a widget for web chat.
Administrators and contact center managers can now configure flows to dynamically select set a PureCloud group at runtime. This feature allows the flow to source data from a data action or a data lookup table and use the information to set the group before transferring directly to it. Organizations can personalize customer interactions by sending them to the right agent group based on customer or interaction data. For more information, see Find Group action.
Administrators and contact center managers can now configure flows to dynamically select user by email at run time. This feature enables organizations to personalize customer interactions by sending them to the right user based on customer or interaction data. For more information, see Find User action.
Contact center managers can now format the time values in HH:MM:SS:mmm when they export data from a view that contains duration columns. For more information, see Export view data.
Workforce management now includes the ability to add or copy an activity to one or more agent schedules using various insertion rules and suggestions based on coverage impact. This feature enables administrators and contact center supervisors to more easily manage the schedule editing process. For more information, see Add an activity to one or more agents and Copy an activity to other agents.
Agents can now send inline images in emails. For more information, see Add inline images to email messages.
Agents can now forward emails to internal and external recipients. The forwarded email includes all inline images, attachments, and history. For more information, see Forward an email.
Administrators can now retrieve and whitelist IP addresses for outbound data action traffic. For more information, see Domains and IP Addresses in Ports and services to configure your company firewall.
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.