In this video @Guru Prasadh Jeevan Rao talks about the new feature within topics and using Ai to generate new phrases Administrators can now use AI to generate suggested topic phrases based on a topic’s name, description, dialect, and any existing phrases. This feature helps reduce ...

Automatic sign-in for authenticated Messenger users

Posted By Christopher Visick 04-27-2026 22:20
Found In Library: Genesys Cloud - Main

In this video @Brian Feeney talks about the new functionality for Automatic sign-in for authenticated Messenger users Administrators can now configure Genesys Messenger to accept existing authentication tokens so authenticated users sign in automatically on web and mobile. When your ...

Mobile Messenger support for markdown formatting

Posted By Christopher Visick 03-11-2026 03:14
Found In Library: Genesys Cloud - Main

In this video @Brian Feeney talks about the new mobile messenger support for markdown formatting Administrators can now configure Mobile Messenger to display messages with markdown-based rich text formatting. With this update, messages from bots, agents, and virtual agents can include ...

Inactivity handling for messaging interactions

Posted By Christopher Visick 01-19-2026 18:25
Found In Library: Genesys Cloud - Main

In this video @Krishneel Mani talks about the new functionality where we can now set a inactivity handling for messaging interactions Administrators can now configure an inactivity time limit for messaging interactions. When a customer or agent remains inactive beyond the defined time, ...

Set transcription dialects at the queue level for voice interactions

Posted By Christopher Visick 01-18-2026 19:17
Found In Library: Genesys Cloud - Main

In this video @Shigeki Sahashi talks about the new functionality whereny we can set transcription dialects at the queue level for voice interactions Administrators can now configure the transcription dialect directly at the queue level. This update provides more precise transcription ...

Analytics agent status API routing status and presence data sort and filter

Posted By Christopher Visick 01-18-2026 18:24
Found In Library: Genesys Cloud - Main

In this video @Mark Bernardo talks about the new analytics agent status API routing status and presence data sort and filter Supervisors can now view, filter, and sort agent activity by presence, routing status, and out-of-office information through the analytics agent status API. This ...

Custom prompts in advanced summary configurations

Posted By Christopher Visick 01-18-2026 17:39
Found In Library: Genesys Cloud - Main

In this video @Guru Prasadh Jeevan Rao talks about the new custom prompts in advanced summary configurations Administrators can now create custom prompts in advanced summary configurations within Agent Copilot. This feature allows administrators to define up to 3000 characters of ...

Administrators can now search content from HTML emails

Posted By Christopher Visick 01-05-2026 21:39
Found In Library: Genesys Cloud - Main

In this video @Fegy Simon talks about how Administrators can now search content from HTML emails Genesys Cloud now allows users to search for words and phrases across both the subject and body of an email in HTML format, making it easier to locate relevant interactions. Previously, content ...

Messenger support for list picker

Posted By Christopher Visick 01-05-2026 19:13
Found In Library: Genesys Cloud - Main

In this video @Brian Feeney talks about the new enhancement within Messenger to support list picker Administrators can now enable list picker support in Genesys Messenger to provide bot participants with structured, guided choices during conversations. Bot authors can configure list ...

Workforce management override for time-off plan dates

Posted By Christopher Visick 01-05-2026 18:50
Found In Library: Genesys Cloud - Main

In this video @Christopher Visick talks about the new functionality within WFM so we can now override for time-off plan dates Workforce management administrators can now define specific blocked days to pause automatic approvals or prevent agents from submitting time-off requests during ...

Agent-to-agent consult and warm transfer for messaging interactions

Posted By Christopher Visick 12-23-2025 01:06
Found In Library: Genesys Cloud - Main

In this video @Hiroyuki Sato talks about Agent-to-agent consult and warm transfer for messaging interactions Agents can now open an internal consult session with another agent over messaging before they transfer an interaction. This enhancement enables agents to share context and coordinate ...

Adherence and activity code mapping enhancements

Posted By Christopher Visick 12-22-2025 23:16
Found In Library: Genesys Cloud - Main

In this video @Christopher Visick talks about the new features available within WFM for Adherence and activity code mapping enhancements Administrators can now map a secondary status to multiple activity codes. This feature provides greater flexibility in configuring adherence. Also, ...

Configure virtual agents to generate answers from multiple sources

Posted By Christopher Visick 11-24-2025 18:26
Found In Library: Genesys Cloud - Main

In this video @Guru Prasadh Jeevan Rao talks about the new functionality whereby we can Configure virtual agents to generate answers from multiple sources Knowledge authors can now configure knowledge bases to generate dynamic, intelligent answers from more than one relevant resource. ...

Team schedule view for agents

Posted By Christopher Visick 11-24-2025 17:56
Found In Library: Genesys Cloud - Main

In this video @Christopher Visick talks about the new Team schedule view for agents within WEM and WFM Agents can now view their colleagues’ schedules in a read-only Team Schedule view. This feature helps agents see who they are working with, who is scheduled after their shift, and who ...

Internal article linking within the knowledge base

Posted By Christopher Visick 10-20-2025 18:50
Found In Library: Genesys Cloud - Main

In this video @Carol Wong talks about the new functionality whereby you can now have Internal articles linking within the knowledge base. Web Messenger Knowledge App users can now navigate to other articles within the same knowledge base. Internal links open in the same page. New ...

Voice note support for WhatsApp conversations

Posted By Christopher Visick 10-14-2025 03:37
Found In Library: Genesys Cloud - Main

In this video @Rebecca Harper talks about the new voice note support for WhatsApp conversations Agents can now enable playback, recording, and download of voice notes (voice messages) in WhatsApp conversations. With the .ogg file type included in a WhatsApp integration’s Supported ...

Custom calculations in performance views

Posted By Christopher Visick 10-14-2025 03:27
Found In Library: Genesys Cloud - Main

In this video @Yu Tan talks about the new functionality whereby you are now able to create custom calculations in performance views Administrators and supervisors can now create custom formulas and column headers in performance views. They can use any available column in the relevant ...

Access and promote external contacts directly in Architect

Posted By Christopher Visick 10-06-2025 20:59
Found In Library: Genesys Cloud - Main

In this video @Mark Bernardo talks about the new functionality with Access and promote external contacts directly within Architect Flow authors can now use a built-in variable to reference externalContactId in Architect flows without needing custom data actions. A new native action also ...

Summary engagement insights on the Agent Copilot dashboard

Posted By Christopher Visick 10-06-2025 20:46
Found In Library: Genesys Cloud - Main

In this video @Guru Prasadh Jeevan Rao talks about the new Summary engagement insights on the Agent Copilot dashboard Administrators can now access a new section on the Agent Copilot Insight Dashboard that reports how agents engage with AI-generated summaries. The dashboard provides ...

WhatsApp outbound campaign schedules

Posted By Christopher Visick 09-09-2025 04:23
Found In Library: Genesys Cloud - Main

In this video @Rebecca Harper talks about the new functionality available with outbound campaign schedules for WhatsApp Administrators can now schedule outbound digital WhatsApp campaigns and can set start and stop times for campaigns in advance. This feature helps to improve operational ...

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