Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Supervisor takeover for active messaging conversations"

Supervisors can now take ownership of an active messaging conversation while monitoring an interaction. This feature allows supervisors with the appropriate permission to remove the agent from the conversation and communicate directly with the customer when immediate intervention is needed. Administrators can assign the new permission to users who require access to the takeover capability.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/june-22-2026/

#TAMStudios #FeatureReview #webmessaging