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  • 1.  iOS 26 with "Hold Assist" feature

    Posted 08-12-2025 16:00
    No replies, thread closed.

    How anyone tried out the new Apple iOS 26 "Hold Assist" feature with InQueue and Hold in Genesys Cloud? 

    What is Hold Assist? 

    Hold Assist is a new AI-powered feature in iOS 26 that takes over the waiting part of a phone call. If you're calling customer support and get placed on hold, your iPhone will detect the hold music and ask if you'd like it to wait for you. Once you tap "Hold," you can put your phone down, scroll Instagram, make coffee, or just walk away-your call stays active in the background.

    When a real human finally answers the call, Hold Assist listens in and instantly notifies you to pick up. No more babysitting the phone or missing your chance to talk to someone.

    It will currently support English, French, German, Spanish, Portuguese, Japanse, and Mandarin. But I think it might work for any InQueue or Hold if it plays music. 

    Please share your experience or if Genesys team has been doing some tests themselves?


    #Telephony

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    Tobias Zackrisson
    Head of Technology Enablement
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  • 2.  RE: iOS 26 with "Hold Assist" feature

    Posted 08-13-2025 08:16
    No replies, thread closed.

    Hello Tobias, 

    This is an interesting feature and thank you for bringing it to our attention. I can only speak from at technical perspective, Genesys Cloud doesn't at this time support customizable hold music and in queue music that could potentially work with this feature as it uses standard audio streaming for hold situations.

    I am excited to see what our teams come up with for this feature as well as customers in our ideas portal but as of now, because of the newness of this feature, there hasn't been any documented testing. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


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