Genesys Cloud - Main

In this video, @Takakiyo Ikari discusses a new feature "Communication & Collaboration AppEnhancements"

Administrators can now enable Communicate mobile app users on iOS and Android to receive inbound ACD voice interactions, including transfers and directly routed contact center calls. Users handling ACD calls on mobile see an updated in-call experience with interaction notes and secure pause controls, a new after-call work screen for wrap-up, and a refreshed call history that distinguishes ACD and non-ACD calls and supports wrap-up for missed dispositions.

Communicate mobile app users can now view and set their Genesys Cloud presence status directly from the mobile app. This update helps to ensure that calls and interactions are routed to users based on their current availability, which is especially helpful for associates who do not work fixed schedules and want to control when they are reachable.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/february-23-2026/