Genesys Cloud - Main

Hi there - with the updated UI in October, our ability to summarise interactions from outbound SMS was removed. Has anyone else had this issue, and know when we might be able to resolve it? It interrupts our workflow

Hi Deanna

According to the release notes of the new UI it mentions that Genesys did not add or remove any of the existing features - https://help.genesys.cloud/release-notes/genesys-cloud/october-27-2025/

Please confirm if you added the UI > All Permissions permission to one of your roles.

Regards

Hi Stephan,

Apologies for the miscommunication, I didn't mean to imply that our ability to summarise interactions from outbound SMS's was deliberately removed via an update by Genesys. 

The issue we are facing is that, since the update, we have been unable to summarise inbound SMS's and we're unsure why this is the case. We've raised this with Genesys however we are wondering whether anyone else has encountered this issue and/or has found a workaround.