Genesys Cloud - UI New Features

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter.

This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's what's new:

• A real-time character counter beside the notes area.

• Color changes to indicate when the limit is near or exceeded.

• Visual highlighting of overflow text for quick fixes.

Why it matters:

• Save time: Fewer re-edits or failed submissions.

• Stay compliant: Notes stay within system field limits.

• Work smarter: Agents get immediate, intuitive feedback.

This improvement helps agents focus on quality and efficiency, while reducing errors and handle time.  

This is great news! Keen to get an actual delivery date for this. Thanks :)

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter.

This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's what's new:

• A real-time character counter beside the notes area.

• Color changes to indicate when the limit is near or exceeded.

• Visual highlighting of overflow text for quick fixes.

Why it matters:

• Save time: Fewer re-edits or failed submissions.

• Stay compliant: Notes stay within system field limits.

• Work smarter: Agents get immediate, intuitive feedback.

This improvement helps agents focus on quality and efficiency, while reducing errors and handle time.  

Can we set the limit to be a specific number e.g. under 2000 characters (which is our CRM limit) and the word limit count against that?

This is great news! Keen to get an actual delivery date for this. Thanks :)

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter.

This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's what's new:

• A real-time character counter beside the notes area.

• Color changes to indicate when the limit is near or exceeded.

• Visual highlighting of overflow text for quick fixes.

Why it matters:

• Save time: Fewer re-edits or failed submissions.

• Stay compliant: Notes stay within system field limits.

• Work smarter: Agents get immediate, intuitive feedback.

This improvement helps agents focus on quality and efficiency, while reducing errors and handle time.  

Can we set the limit to be a specific number e.g. under 2000 characters (which is our CRM limit) and the word limit count against that?

This is great news! Keen to get an actual delivery date for this. Thanks :)

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter.

This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's what's new:

• A real-time character counter beside the notes area.

• Color changes to indicate when the limit is near or exceeded.

• Visual highlighting of overflow text for quick fixes.

Why it matters:

• Save time: Fewer re-edits or failed submissions.

• Stay compliant: Notes stay within system field limits.

• Work smarter: Agents get immediate, intuitive feedback.

This improvement helps agents focus on quality and efficiency, while reducing errors and handle time.  

@Deepa Galaiya & @Thomas Vickery Unfortunately the limit can not be set at this time. Stay tuned for the actual release date

Can we set the limit to be a specific number e.g. under 2000 characters (which is our CRM limit) and the word limit count against that?

This is great news! Keen to get an actual delivery date for this. Thanks :)

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter.

This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's what's new:

• A real-time character counter beside the notes area.

• Color changes to indicate when the limit is near or exceeded.

• Visual highlighting of overflow text for quick fixes.

Why it matters:

• Save time: Fewer re-edits or failed submissions.

• Stay compliant: Notes stay within system field limits.

• Work smarter: Agents get immediate, intuitive feedback.

This improvement helps agents focus on quality and efficiency, while reducing errors and handle time.  

@Nicholas Robinson I think there will be many customers looking to set the character limits as well. However, the initial feature is great news regardless!

@Deepa Galaiya & @Thomas Vickery Unfortunately the limit can not be set at this time. Stay tuned for the actual release date

Can we set the limit to be a specific number e.g. under 2000 characters (which is our CRM limit) and the word limit count against that?

This is great news! Keen to get an actual delivery date for this. Thanks :)

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter.

This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's what's new:

• A real-time character counter beside the notes area.

• Color changes to indicate when the limit is near or exceeded.

• Visual highlighting of overflow text for quick fixes.

Why it matters:

• Save time: Fewer re-edits or failed submissions.

• Stay compliant: Notes stay within system field limits.

• Work smarter: Agents get immediate, intuitive feedback.

This improvement helps agents focus on quality and efficiency, while reducing errors and handle time.  

@Mark Cains. Appreciate the feedback.. please feel free to submit this idea via the Idea Portal.. Thanks 

@Nicholas Robinson I think there will be many customers looking to set the character limits as well. However, the initial feature is great news regardless!

@Deepa Galaiya & @Thomas Vickery Unfortunately the limit can not be set at this time. Stay tuned for the actual release date

Can we set the limit to be a specific number e.g. under 2000 characters (which is our CRM limit) and the word limit count against that?

This is great news! Keen to get an actual delivery date for this. Thanks :)

We've added a simple but powerful enhancement to the After Contact Work (ACW) Notes experience - a live character counter.

This update helps agents stay within note length limits while they write, rather than discovering issues at submission. Here's what's new:

• A real-time character counter beside the notes area.

• Color changes to indicate when the limit is near or exceeded.

• Visual highlighting of overflow text for quick fixes.

Why it matters:

• Save time: Fewer re-edits or failed submissions.

• Stay compliant: Notes stay within system field limits.

• Work smarter: Agents get immediate, intuitive feedback.

This improvement helps agents focus on quality and efficiency, while reducing errors and handle time.