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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 ...

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 ------------------------------

One of our customers is asking to have MuleSoft as a Gateway for all API connections between Genesys Cloud and the customer's backend services. Specially I am asking to know if this can be done, and if this is possible and idea about how this can be ...

Thanks, Colin. I have experience with TrueEngage and offered it as an option, but because it would incur additional costs, the customer was looking for alternatives. ------------------------------ Martin Bunting New Era Technology Senior Solutions ...

Yes - the checklist needs to be associated with a Copilot rule (trigger) for it to appear and be applied to an interaction. To clarify the flow: 1️⃣ Copilot Rules (Triggers) Rules define when the checklist is shown to the agent (for example: ...

Yes 🙂 You can retrieve the AI-predicted wrap-up codes directly via API - no screen recording needed. Use the Conversation Summaries endpoint: GET /api/v2/conversations/{conversationId}/summaries When you pass the conversationId, the response ...

Hi Angelo, Thank you so much for the reply and my best wishes for this 2026! regards ------------------------------ JORGE LOPEZ PRESALES ------------------------------

Hi Mihai, The Audit APIs with Service Name: Telephony and Entity Type: Schedule should show any changes Operating Schedules ------------------------------ Sam Jillard Online Community Manager/Moderator Genesys - Employees ---------------------- ...

Hello @Hugo Reboucas , Yes, the ability to create an Agent Auto-Complete rule that will generate evaluations will be available in the UI as part of Programs. It is scheduled to be released in early February. Regards, ------------------------------ ...