Genesys Cloud - UI New Features

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  • 1.  love the new UI but where is our Agent Assist Chat?

    Posted 08-27-2025 18:10

    I know the plan is to migrate all agents to Co-pilot and we plan on using that system. However, the ability for agents to reach out to an open forum for quick answers not found in the KB, customer escalations, or just help on tasks they don't have permission to perform is a critical function for us. 

    Our work around is to build a Public Chat and have agents Pop it out. Agents really liked the integrated solution as we have 5 to 10 windows open already on multiple monitors. 



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    Greg Barrett
    Contact Center Operations Manager
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  • 2.  RE: love the new UI but where is our Agent Assist Chat?

    Posted 09-01-2025 10:36

    Hi Greg,

    The Agent Assist functionality will be discontinued according to a separate deprecation thread.

    Regards:

    Zoltan



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    Zoltan Juricskay
    Product Manager
    Genesys - Employees
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    Original Message


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