Genesys Cloud - Main

In this video, Becky discusses a new feature, "Support for multiple external email participants"

A Genesys Cloud email interaction that contains more than one external participant now generates a unique participant ID for each participant on the conversation. When a new external participant is added to the email, that new external participant does not share the participant information with the previous external participant. This update is reflected across the platform, including the agent’s roster and conversation timeline. For more information, see About ACD emails. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Release notes: https://help.mypurecloud.com/releasenote/january-31-2024/

Presenter: @Rebecca Harper

#TAMStudios #FeatureReview #Email