Genesys Cloud - UI New Features

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Good afternoon, Nicholas,

To confirm, instead of agents clicking on the person+ icon to start a conversation, it will be replaced with the call, email, message icons next to the setting icons? If they select one of those, does a pop up screen still pop out for them to select the queue to call on behalf of and dial the number?

Thank you

------------------------------
Sarah Blizzard
Workforce Performance Specialist, PEFCU

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting November 17)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi, that's a great question!

I'd like to confirm my understanding of the proposed change:

Is the plan to move the 'Call, Email, SMS' conversation type selections from the current popover modal to the Conversations navigation bar? If so, will the popover that handles queue selection and remote endpoint inputs remain unchanged and be triggered after the conversation type is selected?

Good afternoon, Nicholas,

To confirm, instead of agents clicking on the person+ icon to start a conversation, it will be replaced with the call, email, message icons next to the setting icons? If they select one of those, does a pop up screen still pop out for them to select the queue to call on behalf of and dial the number?

Thank you

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

Good afternoon, Nicholas,

To confirm, instead of agents clicking on the person+ icon to start a conversation, it will be replaced with the call, email, message icons next to the setting icons? If they select one of those, does a pop up screen still pop out for them to select the queue to call on behalf of and dial the number?

Thank you

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Darshan Dave

I hope this helps

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

------------------------------
Darshan

Original Message:
Sent: 11-07-2025 14:41
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Darshan Dave

I hope this helps

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-06-2025 12:59
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Nicholas Robinson,

I received a report from one of our OPS Team Leaders indicating that they are already seeing the new "Start Conversation" buttons layout.

Interestingly, I still see the legacy "+" button interface, despite having the same user roles as that Team Leader.

Could you clarify if this feature has already been deployed? Is the new view controlled by a specific permission or part of a phased rollout/A-B testing that would explain why it is active for some users but not others?

Org region is Europe (Ireland).

Thanks,

Orhun

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-07-2025 18:31
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

------------------------------
Darshan

Original Message:
Sent: 11-07-2025 14:41
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Darshan Dave

I hope this helps

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-06-2025 12:59
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Orhun Sahin,

Please keep in mind this not a feature but an enhancement.  The enhancement is still going through testing so this is not possible

Per this sccreen shot thisis the standard vie today since this customer only has access to 2 channels (email & voice) .  

Thanks ,

NIcholas

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-20-2025 06:28
From: Orhun Sahin
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Nicholas Robinson,

I received a report from one of our OPS Team Leaders indicating that they are already seeing the new "Start Conversation" buttons layout.

Interestingly, I still see the legacy "+" button interface, despite having the same user roles as that Team Leader.

Could you clarify if this feature has already been deployed? Is the new view controlled by a specific permission or part of a phased rollout/A-B testing that would explain why it is active for some users but not others?

Org region is Europe (Ireland).

Thanks,

Orhun

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-07-2025 18:31
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

------------------------------
Darshan

Original Message:
Sent: 11-07-2025 14:41
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Darshan Dave

I hope this helps

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-06-2025 12:59
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,

Thanks for the clarification and the screenshots. We've simplified the logic behind the UI differences:

1. Current Logic (Pre-Enhancement): The system has always shown a different UI based on the number of conversation channels a user is permitted to use:

   • 2 Channels or Less: Users saw individual icons (and a popover, as your first message confirmed). 

   • 3 Channels or More: Users (like myself, the Master Admin) saw the single + icon which opened a large start a conversation modal window.

2. The Enhancement's Impact: The accessibility enhancement's main goal is to retire the modal (which is less accessible) and the + icon.

   • Users with 3 or more channels will now also see individual icons for each channel (e.g., 3 separate icons instead of one + button). 

   • Tapping these will open the new, accessible popover experience.

   • 

This confirms that the change is primarily about replacing the single + modal with multiple, more accessible popovers for high-channel-count users.

Can you confirm this understanding is correct, and that the single + icon is officially being decommissioned for all users after the rollout?

Thanks,

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-20-2025 16:36
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Orhun Sahin,

Please keep in mind this not a feature but an enhancement.  The enhancement is still going through testing so this is not possible

Per this sccreen shot thisis the standard vie today since this customer only has access to 2 channels (email & voice) .  

Thanks ,

NIcholas

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-20-2025 06:28
From: Orhun Sahin
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Nicholas Robinson,

I received a report from one of our OPS Team Leaders indicating that they are already seeing the new "Start Conversation" buttons layout.

Interestingly, I still see the legacy "+" button interface, despite having the same user roles as that Team Leader.

Could you clarify if this feature has already been deployed? Is the new view controlled by a specific permission or part of a phased rollout/A-B testing that would explain why it is active for some users but not others?

Org region is Europe (Ireland).

Thanks,

Orhun

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-07-2025 18:31
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

------------------------------
Darshan

Original Message:
Sent: 11-07-2025 14:41
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Darshan Dave

I hope this helps

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-06-2025 12:59
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

Hi @Darshan Dave

I hope this helps

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Darshan Dave Please keep in mind that this is an enhancement that will primarily be focused for JAWS users.  While there will be some minor iconography enhancements,  workflows will remain the same.  Hence why you may think the enhancement has bene pushed , because the change is very subtle to the able user. 

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

Hi @Darshan Dave

I hope this helps

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,
Hope you're going well. Could you please share a short video showing the new UI component that appears when a user clicks a channel button to start an outbound conversation? It would help clarify the feature for everyone ahead of the 8th December release.
Thanks
Paul

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

@Paul Kendrick. I hope this helps

Hi Nicholas,
Hope you're going well. Could you please share a short video showing the new UI component that appears when a user clicks a channel button to start an outbound conversation? It would help clarify the feature for everyone ahead of the 8th December release.
Thanks
Paul

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Takeaki Shinoda

I'm not following the question.  This update will enhance the experience for users of JAWS. There will be no reason to display the other channels, if you are not licensed and/or have access to the other channels..

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Good afternoon, Nicholas,

When it was shifted to new UI, you were able to confirm this matter in beta release beforehand, but can you confirm UI after the update before release beforehand beforehand this time?

Thank you

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Gouki Kawakami,  I don't understand your question

Good afternoon, Nicholas,

When it was shifted to new UI, you were able to confirm this matter in beta release beforehand, but can you confirm UI after the update before release beforehand beforehand this time?

Thank you

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Good afternoon, Nicholas,

When it was shifted to new UI, you were able to confirm this matter in beta release beforehand, but can you confirm UI after the update before release beforehand beforehand this time?

Thank you

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

HI @Gouki Kawakami, I'm unclear as to your ask here ???  Please keep in mind this is an enhancement not a feature.. That will aid in improving the experience for JAWS users.  However some icons may be refined to accommodated this enhancement

Good afternoon, Nicholas,

When it was shifted to new UI, you were able to confirm this matter in beta release beforehand, but can you confirm UI after the update before release beforehand beforehand this time?

Thank you

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

HI @Gouki Kawakami, I'm unclear as to your ask here ???  Please keep in mind this is an enhancement not a feature.. That will aid in improving the experience for JAWS users.  However some icons may be refined to accommodated this enhancement

Good afternoon, Nicholas,

When it was shifted to new UI, you were able to confirm this matter in beta release beforehand, but can you confirm UI after the update before release beforehand beforehand this time?

Thank you

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Previously, the phone icon/calls was utilized as a different function.  The new UI utilizes the "phone icon" in the new space, but where did the phone icon/calls go that was on the toolbar on the right side which was a different function completely.  When I watch the videos, I don't see the "phone icon/calls" on the toolbar anymore and we all know these two function differently (calls versus agent workspace).

I am appreciative of the new agents workspace but just concerned about the "phone icon/calls" option.

Current

New UI screenshot showing the new "agent workspace" and maybe the toolbar on the far just isn't updated.  Where did the phone icon go that was a different functionality?

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Dionne,

Good catch! I completely missed the icon changes in the top navbar at first glance.

It looks like Nicholas might have captured this GIF from a sandbox environment where multiple features are being tested simultaneously. I noticed several elements that seem to be part of the previously mentioned 'New Navigation UI' update:

• The 'Back Button' (which was previously stated to be added with the 'New Navigation UI') and the 'Current Page Title' are visible.

• The search bar has been moved from left to right.

• The 'Help' button appears to be missing.

• The 'Calls' button (which opens history and voicemail) is either missing or has a redesigned icon.

• The Agent Workspace icon seems to have changed as well (the '2' badge likely indicates the active conversation count).

Since these are all likely within the same test sandbox, Nicholas might have inadvertently included these while intending to show the 'Start conversation modal' changes, so I assume they might not all be part of this specific release.

@Nicholas Robinson, one question regarding this: Will these UI changes (within the change context not all shown in the GIF) differ between the Web client and the Agent Desktop client?

Previously, the phone icon/calls was utilized as a different function.  The new UI utilizes the "phone icon" in the new space, but where did the phone icon/calls go that was on the toolbar on the right side which was a different function completely.  When I watch the videos, I don't see the "phone icon/calls" on the toolbar anymore and we all know these two function differently (calls versus agent workspace).

I am appreciative of the new agents workspace but just concerned about the "phone icon/calls" option.

Current

New UI screenshot showing the new "agent workspace" and maybe the toolbar on the far just isn't updated.  Where did the phone icon go that was a different functionality?

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Orhun Sahin

That's correct, Orhun. The screenshot/animation shown includes all features enabled. However, the focus should be on "Start a Conversation."

It wouldn't be feasible to provide multiple graphics based on different licenses or permissions, as the variations would be too extensive to maintain. Also, there are no visual differences between the web client and the agent desktop client in this context.

Thanks,

Nicholas

Hi Dionne,

Good catch! I completely missed the icon changes in the top navbar at first glance.

It looks like Nicholas might have captured this GIF from a sandbox environment where multiple features are being tested simultaneously. I noticed several elements that seem to be part of the previously mentioned 'New Navigation UI' update:

• The 'Back Button' (which was previously stated to be added with the 'New Navigation UI') and the 'Current Page Title' are visible.

• The search bar has been moved from left to right.

• The 'Help' button appears to be missing.

• The 'Calls' button (which opens history and voicemail) is either missing or has a redesigned icon.

• The Agent Workspace icon seems to have changed as well (the '2' badge likely indicates the active conversation count).

Since these are all likely within the same test sandbox, Nicholas might have inadvertently included these while intending to show the 'Start conversation modal' changes, so I assume they might not all be part of this specific release.

@Nicholas Robinson, one question regarding this: Will these UI changes (within the change context not all shown in the GIF) differ between the Web client and the Agent Desktop client?

Previously, the phone icon/calls was utilized as a different function.  The new UI utilizes the "phone icon" in the new space, but where did the phone icon/calls go that was on the toolbar on the right side which was a different function completely.  When I watch the videos, I don't see the "phone icon/calls" on the toolbar anymore and we all know these two function differently (calls versus agent workspace).

I am appreciative of the new agents workspace but just concerned about the "phone icon/calls" option.

Current

New UI screenshot showing the new "agent workspace" and maybe the toolbar on the far just isn't updated.  Where did the phone icon go that was a different functionality?

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

hi @Nicholas Robinson! Could you please confirm that the phone icon in the left part of the screen (conversations menu) will start an outbound call on behalf of a queue? Thank you!

Hi @Orhun Sahin

That's correct, Orhun. The screenshot/animation shown includes all features enabled. However, the focus should be on "Start a Conversation."

It wouldn't be feasible to provide multiple graphics based on different licenses or permissions, as the variations would be too extensive to maintain. Also, there are no visual differences between the web client and the agent desktop client in this context.

Thanks,

Nicholas

Hi Dionne,

Good catch! I completely missed the icon changes in the top navbar at first glance.

It looks like Nicholas might have captured this GIF from a sandbox environment where multiple features are being tested simultaneously. I noticed several elements that seem to be part of the previously mentioned 'New Navigation UI' update:

• The 'Back Button' (which was previously stated to be added with the 'New Navigation UI') and the 'Current Page Title' are visible.

• The search bar has been moved from left to right.

• The 'Help' button appears to be missing.

• The 'Calls' button (which opens history and voicemail) is either missing or has a redesigned icon.

• The Agent Workspace icon seems to have changed as well (the '2' badge likely indicates the active conversation count).

Since these are all likely within the same test sandbox, Nicholas might have inadvertently included these while intending to show the 'Start conversation modal' changes, so I assume they might not all be part of this specific release.

@Nicholas Robinson, one question regarding this: Will these UI changes (within the change context not all shown in the GIF) differ between the Web client and the Agent Desktop client?

Previously, the phone icon/calls was utilized as a different function.  The new UI utilizes the "phone icon" in the new space, but where did the phone icon/calls go that was on the toolbar on the right side which was a different function completely.  When I watch the videos, I don't see the "phone icon/calls" on the toolbar anymore and we all know these two function differently (calls versus agent workspace).

I am appreciative of the new agents workspace but just concerned about the "phone icon/calls" option.

Current

New UI screenshot showing the new "agent workspace" and maybe the toolbar on the far just isn't updated.  Where did the phone icon go that was a different functionality?

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Ekaterina Kononova. Sorry, maybe I'm missing something - the animation at the start of this post is showing that, right?

hi @Nicholas Robinson! Could you please confirm that the phone icon in the left part of the screen (conversations menu) will start an outbound call on behalf of a queue? Thank you!

Hi @Orhun Sahin

That's correct, Orhun. The screenshot/animation shown includes all features enabled. However, the focus should be on "Start a Conversation."

It wouldn't be feasible to provide multiple graphics based on different licenses or permissions, as the variations would be too extensive to maintain. Also, there are no visual differences between the web client and the agent desktop client in this context.

Thanks,

Nicholas

Hi Dionne,

Good catch! I completely missed the icon changes in the top navbar at first glance.

It looks like Nicholas might have captured this GIF from a sandbox environment where multiple features are being tested simultaneously. I noticed several elements that seem to be part of the previously mentioned 'New Navigation UI' update:

• The 'Back Button' (which was previously stated to be added with the 'New Navigation UI') and the 'Current Page Title' are visible.

• The search bar has been moved from left to right.

• The 'Help' button appears to be missing.

• The 'Calls' button (which opens history and voicemail) is either missing or has a redesigned icon.

• The Agent Workspace icon seems to have changed as well (the '2' badge likely indicates the active conversation count).

Since these are all likely within the same test sandbox, Nicholas might have inadvertently included these while intending to show the 'Start conversation modal' changes, so I assume they might not all be part of this specific release.

@Nicholas Robinson, one question regarding this: Will these UI changes (within the change context not all shown in the GIF) differ between the Web client and the Agent Desktop client?

Previously, the phone icon/calls was utilized as a different function.  The new UI utilizes the "phone icon" in the new space, but where did the phone icon/calls go that was on the toolbar on the right side which was a different function completely.  When I watch the videos, I don't see the "phone icon/calls" on the toolbar anymore and we all know these two function differently (calls versus agent workspace).

I am appreciative of the new agents workspace but just concerned about the "phone icon/calls" option.

Current

New UI screenshot showing the new "agent workspace" and maybe the toolbar on the far just isn't updated.  Where did the phone icon go that was a different functionality?

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

I read this is a "yes" :) 

I'm only asking because the video and screenshots provided are confusing due to Calls button ("start a new call") is missing from the views. If a more clear information was provided to us as users we would probably have less questions. 

Thank you! 

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management

Original Message:
Sent: 11-25-2025 08:53
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Ekaterina Kononova. Sorry, maybe I'm missing something - the animation at the start of this post is showing that, right?

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-25-2025 04:00
From: Ekaterina Kononova
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

hi @Nicholas Robinson! Could you please confirm that the phone icon in the left part of the screen (conversations menu) will start an outbound call on behalf of a queue? Thank you!

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management

Original Message:
Sent: 11-24-2025 13:12
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Orhun Sahin

That's correct, Orhun. The screenshot/animation shown includes all features enabled. However, the focus should be on "Start a Conversation."

It wouldn't be feasible to provide multiple graphics based on different licenses or permissions, as the variations would be too extensive to maintain. Also, there are no visual differences between the web client and the agent desktop client in this context.

Thanks,

Nicholas

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-24-2025 12:24
From: Orhun Sahin
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Dionne,

Good catch! I completely missed the icon changes in the top navbar at first glance.

It looks like Nicholas might have captured this GIF from a sandbox environment where multiple features are being tested simultaneously. I noticed several elements that seem to be part of the previously mentioned 'New Navigation UI' update:

• The 'Back Button' (which was previously stated to be added with the 'New Navigation UI') and the 'Current Page Title' are visible.

• The search bar has been moved from left to right.

• The 'Help' button appears to be missing.

• The 'Calls' button (which opens history and voicemail) is either missing or has a redesigned icon.

• The Agent Workspace icon seems to have changed as well (the '2' badge likely indicates the active conversation count).

Since these are all likely within the same test sandbox, Nicholas might have inadvertently included these while intending to show the 'Start conversation modal' changes, so I assume they might not all be part of this specific release.

@Nicholas Robinson, one question regarding this: Will these UI changes (within the change context not all shown in the GIF) differ between the Web client and the Agent Desktop client?

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-24-2025 12:03
From: Dionne Dodds
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Previously, the phone icon/calls was utilized as a different function.  The new UI utilizes the "phone icon" in the new space, but where did the phone icon/calls go that was on the toolbar on the right side which was a different function completely.  When I watch the videos, I don't see the "phone icon/calls" on the toolbar anymore and we all know these two function differently (calls versus agent workspace).

I am appreciative of the new agents workspace but just concerned about the "phone icon/calls" option.

Current

New UI screenshot showing the new "agent workspace" and maybe the toolbar on the far just isn't updated.  Where did the phone icon go that was a different functionality?

------------------------------
Dionne Dodds

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

I agree with @Ekaterina Kononova / @Dionne Dodds / @Orhun Sahin here. If I'm understanding their feedback correctly, given we will be providing these screenshots/videos to our end users, essentially all that is being asked is that the full user interface (i.e. the top nav bar) in the GIF be consistent with our current experience (as the top nav bar illustrates in the BEFORE static screenshot) as to not distract users from what the intended update is (which ironically is what is happening now, haha).

So if other items outside the Modal Accessibility Enhancement are changing with this update (e.g. the top navigation bar in the GIF, which doesn't seem to be the case), we either need to know that or have the GIF updated to reflect the current interface or only focus on the specific area that is changing--like this:

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 11-25-2025 09:02
From: Ekaterina Kononova
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

I read this is a "yes" :) 

I'm only asking because the video and screenshots provided are confusing due to Calls button ("start a new call") is missing from the views. If a more clear information was provided to us as users we would probably have less questions. 

Thank you! 

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management

Original Message:
Sent: 11-25-2025 08:53
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Ekaterina Kononova. Sorry, maybe I'm missing something - the animation at the start of this post is showing that, right?

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-25-2025 04:00
From: Ekaterina Kononova
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

hi @Nicholas Robinson! Could you please confirm that the phone icon in the left part of the screen (conversations menu) will start an outbound call on behalf of a queue? Thank you!

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management

Original Message:
Sent: 11-24-2025 13:12
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Orhun Sahin

That's correct, Orhun. The screenshot/animation shown includes all features enabled. However, the focus should be on "Start a Conversation."

It wouldn't be feasible to provide multiple graphics based on different licenses or permissions, as the variations would be too extensive to maintain. Also, there are no visual differences between the web client and the agent desktop client in this context.

Thanks,

Nicholas

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-24-2025 12:24
From: Orhun Sahin
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Dionne,

Good catch! I completely missed the icon changes in the top navbar at first glance.

It looks like Nicholas might have captured this GIF from a sandbox environment where multiple features are being tested simultaneously. I noticed several elements that seem to be part of the previously mentioned 'New Navigation UI' update:

• The 'Back Button' (which was previously stated to be added with the 'New Navigation UI') and the 'Current Page Title' are visible.

• The search bar has been moved from left to right.

• The 'Help' button appears to be missing.

• The 'Calls' button (which opens history and voicemail) is either missing or has a redesigned icon.

• The Agent Workspace icon seems to have changed as well (the '2' badge likely indicates the active conversation count).

Since these are all likely within the same test sandbox, Nicholas might have inadvertently included these while intending to show the 'Start conversation modal' changes, so I assume they might not all be part of this specific release.

@Nicholas Robinson, one question regarding this: Will these UI changes (within the change context not all shown in the GIF) differ between the Web client and the Agent Desktop client?

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-24-2025 12:03
From: Dionne Dodds
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Previously, the phone icon/calls was utilized as a different function.  The new UI utilizes the "phone icon" in the new space, but where did the phone icon/calls go that was on the toolbar on the right side which was a different function completely.  When I watch the videos, I don't see the "phone icon/calls" on the toolbar anymore and we all know these two function differently (calls versus agent workspace).

I am appreciative of the new agents workspace but just concerned about the "phone icon/calls" option.

Current

New UI screenshot showing the new "agent workspace" and maybe the toolbar on the far just isn't updated.  Where did the phone icon go that was a different functionality?

------------------------------
Dionne Dodds

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Previously, the phone icon/calls was utilized as a different function.  The new UI utilizes the "phone icon" in the new space, but where did the phone icon/calls go that was on the toolbar on the right side which was a different function completely.  When I watch the videos, I don't see the "phone icon/calls" on the toolbar anymore and we all know these two function differently (calls versus agent workspace).

I am appreciative of the new agents workspace but just concerned about the "phone icon/calls" option.

Current

New UI screenshot showing the new "agent workspace" and maybe the toolbar on the far just isn't updated.  Where did the phone icon go that was a different functionality?

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Nicholas, 

Very excited for this change. I was working on removing permissions for the message/webchat/sms button because our end users will not use that feature. I removed the following permissions and when I logged into my test agent this is what I found - see attached image. I saw Darshan had mentioned some of his people's roles also showed the new format for this release. Is it possible when permissions for msg are not included in the role that it activates the new modal? 

Conversation > Message > Accept

Conversation > Message > Create

Conversation > Message > View

Conversation > Web Chat > Accept

Conversation > Webmessaging > Accept

Conversation > Webmessaging > Create

Conversation > Webmessaging > View

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Andrea Nadeau, I 'm sorry I'm not following.  This is enhancement improves JAWS experience.  The modal is being retired.  The modal is only presented when the user has access to all channels (email, web message/ SMS, and voice).

Hi Nicholas, 

Very excited for this change. I was working on removing permissions for the message/webchat/sms button because our end users will not use that feature. I removed the following permissions and when I logged into my test agent this is what I found - see attached image. I saw Darshan had mentioned some of his people's roles also showed the new format for this release. Is it possible when permissions for msg are not included in the role that it activates the new modal? 

Conversation > Message > Accept

Conversation > Message > Create

Conversation > Message > View

Conversation > Web Chat > Accept

Conversation > Webmessaging > Accept

Conversation > Webmessaging > Create

Conversation > Webmessaging > View

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hello @Nicholas Robinson! Hope you had a lovely holiday. Just getting back from my time off. Thanks for your quick response. The image I shared is from my lab environment. I was testing permissions and realized that when i removed the mentioned permissions the new look was applied to my test agent. 

------------------------------
Andrea Nadeau
Technology Consultant

Original Message:
Sent: 11-26-2025 16:48
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting Early Q1 2026)

Hi @Andrea Nadeau, I 'm sorry I'm not following.  This is enhancement improves JAWS experience.  The modal is being retired.  The modal is only presented when the user has access to all channels (email, web message/ SMS, and voice).

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-25-2025 11:27
From: Andrea Nadeau
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting Early Q1 2026)

Hi Nicholas, 

Very excited for this change. I was working on removing permissions for the message/webchat/sms button because our end users will not use that feature. I removed the following permissions and when I logged into my test agent this is what I found - see attached image. I saw Darshan had mentioned some of his people's roles also showed the new format for this release. Is it possible when permissions for msg are not included in the role that it activates the new modal? 

Conversation > Message > Accept

Conversation > Message > Create

Conversation > Message > View

Conversation > Web Chat > Accept

Conversation > Webmessaging > Accept

Conversation > Webmessaging > Create

Conversation > Webmessaging > View

------------------------------
Andrea Nadeau
Technology Consultant

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

revision provided by (Thank You @Brian Jones)

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Does the UI change if I use the Google Chrome extension (Genesys Cloud for Chrome)?

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

revision provided by (Thank You @Brian Jones)

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Gouki Kawakami... Are you doing any custom work when using the extension ?

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Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-27-2025 01:55
From: Gouki Kawakami
Subject: **COMING SOON UPDATED ** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 16)

Does the UI change if I use the Google Chrome extension (Genesys Cloud for Chrome)?

------------------------------
Gouki Kawakami

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON UPDATED ** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting Early Q1 2026)

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 experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

revision provided by (Thank You @Brian Jones)

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------