Customers can now add Workforce Engagement Management to their Genesys Cloud subscription. PureCloud 1 and 2 customers can access PureCloud 3-level WEM capabilities for a subset of users by upgrading through Genesys Add Ons. For more information, see Add Workforce Engagement Management to your subscription.
Template messages for agents using WhatsApp
PureCloud now supports template messages for WhatsApp messaging. Agents can use template messages to respond to inbound messages outside the 24-hour Customer Care window. Template messages incur fees when sent outside the Customer Care window. For more information, see Add a WhatsApp template message, Use a WhatsApp template message, WhatsApp pricing, and Facebook for Developers' List Price Schedule.
Increased limit for Agent Performance views filters
Contact center managers and supervisors can now add up to 300 users to Agent Performance views filters. For more information, see About reports, views, and dashboards.
Digital flow outcome functionality in Architect and Analytics API
Architect's flow outcome functionality is now available in chat, email, and messaging flows, in addition to call flows. Administrators and contact center managers can configure flow outcomes for digital flows. Developers can use the data to build reports in the Analytics API. For more information, see About Architect in the Resource Center, and Analytics in the Developer Center.
Assign Google Dialogflow bot events for non-responsive callers
Administrators can now assign events for a Google Dialogflow bot to follow up when a caller does not respond to a prompt. This feature improves bot behavior and customizes the experience for the caller. For more information, see Configure Google Dialogflow intent behavior when the caller does not answer and About the Google Dialogflow integration.
Barge-in functionality for Google Dialogflow enabled by default
Barge-in functionality used to interrupt a Google Dialogflow agent in an Architect flow is now enabled by default. Previously, administrators and contact center managers had to manually enable barge-in. This feature requires Edge and Media Tier version 1.0.0.8974 or later. For more information, see Configure barge-in for Google Dialogflow bots and About the Google Dialogflow integration.