Genesys Cloud - Main

In this video , @Santosh Bhandari talks about how administrators can now configure WhatsApp business numbers to support inbound voice calls in Genesys Cloud and enable standard voice transcription for those calls. Customers can call a business directly through WhatsApp, while supervisors gain visibility into WhatsApp voice interactions for monitoring metrics and agent performance. Agents can receive and answer inbound WhatsApp voice calls through standard ACD routing and perform blind transfers to other agents or queues, helping maintain consistent call handling across channels. Keeping voice and messaging within a single experience improves context during escalations and complex conversations.

Release Notes - https://help.genesys.cloud/release-notes/genesys-cloud/february-2-2026/

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