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Here are some quick links and even speedier blurbs to kick off 2026. Announcements Two contests to start the new year: Coming soon! Trivia Tower - Genesys Features Rewind (January 14th - 16th) Big Game Prop Bets (January ...

In this episode of the Genesys Cloud Q&A Show, we sit down with Anthony Romero and Sanoj George and they demo Apple Messages for Business. They'll be walking through the various features of Apple Messages and how it fits into the bigger picture of the ...

Hello Deepa, Happy New year to you and yours as well! I want to break down everything you brought up and hopefully give you some helpful approaches. Lets start with efficiently identifying and prioritizing which terms need attention. I would start ...

Hello Jorge, Yes, it is possible to use MuleSoft as an API gateway for connections between Genesys Cloud. Genesys uses REST-based APIs for most our integrations. MuleSoft can act as a middleware layer between Genesys and your customers backend systems. ...

Good morning all, I am currently investigating a particular agents interactions and from what I can see, it looks to be blatant call avoidance tactics. However, the agent in question has been reporting laptop slowness/issues during this same time. So, ...

Hello, We have setup web messenger in our environment and it is working as expected. We are experiencing a small issue with regards to the participant information (identity). We are using two way from our website to connec to webmessenger . One is SSO ...

Hi Martin, You can vote on the below for Click to Call direct from Web. The other option coming soon is WhatsApp inbound voice calling (targeted for this month) which relying on data or wifi would amount to a similar end. https://genesyscloud.ideas.aha.io/ideas/INB-I-1187 ...

Hi Community, I'm currently using BYOC in my Genesys Cloud org and exploring how Genesys Cloud Voice works. At the moment, I don't see Number Management in my Admin UI, so I'm trying to understand how the process works for those who have it enabled. ...

Hi Mike, This issue is related to recent browser security changes affecting GCBA screen recording in embedded frameworks. Genesys published an article that covers this behavior and the required iframe permissions: https://community.genesys.com/discussion/action-needed-to-resolve-private-and-public-embeddable-framework-screen-recording-via-gcba ...

How soon? Very soon! Monday, January 12th (barring unforeseen circumstances anyway) actually! Many of you have asked for the Genesys Cloud Windows desktop app to support Microsoft Entra ID conditional access policies. We've definitely heard you and ...

I found the fault and it was me. I changed permissions and the company paid the price. ------------------------------ Michael Bagwell Vice President of Technology ------------------------------