Hi @Balram Dodiya, Well, Genesys permissions can sometimes feel like a detective-work. See, Whenever the UI loads something, it's calling an API in the background. 1. If the API fails, you'll usually see a 403 + requiredPermissions in the response. Not perfect, but when it works, it saves a ton of ...

RE: COMMUNITY AWARDS are ANNOUNCED!!!

Posted By Ashiesh Sharma 01-29-2026 22:11
Found In Egroup: Genesys Casual \ view thread

Congratulations to all the winners: @Brian Jones @George Ganahl @Caleb Koehler @Luiz Rosa @Jason Kleitz @Samuel Jillard @Cameron Tomlin ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT plc ------------------------------

Looking for real‑world experience with AI Studio Guides / agentic virtual agents in real-world bot flows?

Posted By Ashiesh Sharma 01-29-2026 02:55
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

Hi, Genesys demoed the new AI Guides in AI Studio-basically letting the bot walk customers through a process without building every single step manually. I'm exploring this myself, so I'm curious: Have you implemented something similar using Genesys Cloud's GenAI or knowledge features? May be, used ...

RE: Masking Customer Number

Posted By Ashiesh Sharma 01-29-2026 02:35
Found In Egroup: Genesys Cloud - Main \ view thread

Hi @Basil Ali, A bit more detailed requirement would help to provide a precise solution. Community Members have shared great points already, however, just to be clear: SBC‑based masking works only for BYOC Prem / Custom SBC setups. Customers on Genesys Cloud Voice or BYOC Cloud won't be able to ...

RE: Preview Dialer Trigger

Posted By Ashiesh Sharma 01-29-2026 02:21
Found In Egroup: Genesys Cloud - Main \ view thread

Hi @Mark Pareja, This is a genuinely clever use of the v2.detail.event.conversation.(id).attributes topic to detect preview contact delivery events, especially considering how limited the native outbound triggers are for Preview Mode. Your method works well, though a more specific attribute‑name‑plus‑value ...

RE: New eLearning: LAM Powered Agentic Virtual Agents - Introduction

Posted By Ashiesh Sharma 01-28-2026 03:42
Found In Egroup: Certification and Training \ view thread

It was a great overview add-on. I explored GDemo for the first time. very helpful. Thanks ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT plc ------------------------------

RE: January Question of the Month - Goals for 2026?

Posted By Ashiesh Sharma 01-23-2026 06:42
Found In Egroup: Genesys Casual \ view thread

Hi, 1.) Honestly, my 2026 goals are pretty simple-stay consistent with work, carve out more time for fitness, and maybe finally pick up a new hobby (pickleball sounds fun, I may order it from GCAp only ;P). Rest, I just hope there are no more tariff wars & market crashes. 2.) Looking back, last ...

RE: Anyone else looking forward to the new F1 season starting soon?

Posted By Ashiesh Sharma 01-23-2026 02:11
Found In Egroup: Genesys Casual \ view thread

Well, I am. Also, excited to watch the movie - 2DIE4. ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT plc ------------------------------

RE: Profile Status "What's in your mind " restriction

Posted By Ashiesh Sharma 01-23-2026 02:10
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

Hi @Waleed Khan, The "What's on your mind" field is part of the Collaborate feature in Genesys, & it does not provide a direct toggle or setting to disable this specific field alone. The only supported way to remove this capability is by removing Collaborate access, which is controlled through license ...

RE: Automatic sending attachments using Whatsapp

Posted By Ashiesh Sharma 01-18-2026 23:25
Found In Egroup: Genesys Cloud - Main \ view thread

Hi @Anna Mazor, Yes, it's possible to send documents over the WApp channel in Genesys Cloud - but not in the sense of "automatic attachments" out‑of‑the‑box. Genesys WApp supports sending files (PDFs, Word docs, images, etc.) through Genesys Cloud, and recent updates allow digital bots and flows to ...

RE: Whatsapp Voice Notes processing by Genesys Virtual agent

Posted By Ashiesh Sharma 01-18-2026 23:23
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Rakesh, Genesys Virtual Agent doesn't currently have the ability to directly consume WhatsApp voice notes. Those audio files come in as recordings, and the bot can't process them natively. The practical solution is to transcribe audio into text before handing it off to the Virtual Agent; i.e. by ...

RE: Fan Favorite Genesys Cloud Feature of 2025! (Enter and Win)

Posted By Ashiesh Sharma 01-16-2026 07:25
Found In Egroup: Genesys Cloud - Main \ view thread

Hi, Up until few months ago I was mostly engaged in the Voice channel. However, I've been exploring & delivering Digital Channel Solutions and the features & optimisation I see here is amazing. I'd say Data Action functions was my fav. feature too, but I recently started liking the AppFoundry (no. of ...

RE: Genesys Cloud: AI – Digital Bots & Knowledge Certification

Posted By Ashiesh Sharma 01-05-2026 11:57
Found In Egroup: Certification and Training \ view thread

Hi @Laura Threadingham, Yes, there are practice exams available for the Genesys Cloud AI – Digital Bots & Knowledge (GC‑AI‑DB) certification, but they're hosted outside of Webassessor. You can find sample questions and timed practice tests on sites like VMExam and DirectCertify. *but, These practice ...

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Ashiesh Sharma 12-24-2025 02:38
Found In Egroup: Workforce Engagement Management \ view thread

Hi, Great. Very useful feature for Agents/Sups. thanks ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT plc ------------------------------

RE: What was your favorite moment of 2025?

Posted By Ashiesh Sharma 12-17-2025 23:18
Found In Egroup: Genesys Casual \ view thread

Hi, I travelled a lot in 2024, got promoted, had many other good news' etc, but My 2025 have been work-heavy. So, my favourite moment of this year is right now, when I'm booking my next vacation trip & planning to travel a lot in 2026. Also, I'd like to mention how much I enjoy being a part of this ...

RE: Holiday Automation Rules

Posted By Ashiesh Sharma 12-17-2025 10:28
Found In Egroup: Workforce Engagement Management \ view thread

Hi Neil, You're right - the current roadmap items are more about giving admins tighter control and visibility rather than fully automating approvals. ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT plc ------------------------------

RE: NEW WEBINAR - Agent Copilot Advanced Custom Summaries

Posted By Ashiesh Sharma 12-15-2025 12:17
Found In Egroup: Certification and Training \ view thread

Hi Everyone, Just to confirm, the new link shared by @Rafael Marciano BELISRCIANO works fine. https://beyond.genesys.com/explore/course/webinar-genesys-cloud-cx-agent-copilot-advanced-custom-summaries thanks ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT ...

RE: AI + End Customer = A Brave New World of Interactions --- let's talk measurement!

Posted By Ashiesh Sharma 12-10-2025 10:26
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Heather, I wouldn't be able to provide specifics, however, in my experience - Organisations use CSAT, post-call surveys to collect customer feedback, along-with running Interaction Analytics to gauge good/poor customer experience. This is new to us but 'Bot containment rate' or 'Journey ...

RE: December Rockstars Shine Bright!

Posted By Ashiesh Sharma 12-09-2025 04:24
Found In Egroup: Genesys Casual \ view thread

Congratulations - @David Betoni & @Luiz Rosa !!! ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT plc ------------------------------

RE: Genesys and Service now integration

Posted By Ashiesh Sharma 12-09-2025 04:22
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Nikhil, In order to integrate Genesys Cloud CX with ServiceNow using Web Services Data Actions and ServiceNow's REST APIs. The steps in brief are - : set up OAuth >> build Data Actions to create/update cases >> and then embed the Genesys WebRTC phone in ServiceNow via the Unified Experience integration. ...

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