Genesys Cloud - UI New Features

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

Good afternoon, Nicholas,

To confirm, instead of agents clicking on the person+ icon to start a conversation, it will be replaced with the call, email, message icons next to the setting icons? If they select one of those, does a pop up screen still pop out for them to select the queue to call on behalf of and dial the number?

Thank you

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

Hi, that's a great question!

I'd like to confirm my understanding of the proposed change:

Is the plan to move the 'Call, Email, SMS' conversation type selections from the current popover modal to the Conversations navigation bar? If so, will the popover that handles queue selection and remote endpoint inputs remain unchanged and be triggered after the conversation type is selected?

Good afternoon, Nicholas,

To confirm, instead of agents clicking on the person+ icon to start a conversation, it will be replaced with the call, email, message icons next to the setting icons? If they select one of those, does a pop up screen still pop out for them to select the queue to call on behalf of and dial the number?

Thank you

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

Good afternoon, Nicholas,

To confirm, instead of agents clicking on the person+ icon to start a conversation, it will be replaced with the call, email, message icons next to the setting icons? If they select one of those, does a pop up screen still pop out for them to select the queue to call on behalf of and dial the number?

Thank you

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Darshan Dave

I hope this helps

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

------------------------------
Darshan

Original Message:
Sent: 11-07-2025 14:41
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Darshan Dave

I hope this helps

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-06-2025 12:59
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Nicholas Robinson,

I received a report from one of our OPS Team Leaders indicating that they are already seeing the new "Start Conversation" buttons layout.

Interestingly, I still see the legacy "+" button interface, despite having the same user roles as that Team Leader.

Could you clarify if this feature has already been deployed? Is the new view controlled by a specific permission or part of a phased rollout/A-B testing that would explain why it is active for some users but not others?

Org region is Europe (Ireland).

Thanks,

Orhun

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-07-2025 18:31
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

------------------------------
Darshan

Original Message:
Sent: 11-07-2025 14:41
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Darshan Dave

I hope this helps

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-06-2025 12:59
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Orhun Sahin,

Please keep in mind this not a feature but an enhancement.  The enhancement is still going through testing so this is not possible

Per this sccreen shot thisis the standard vie today since this customer only has access to 2 channels (email & voice) .  

Thanks ,

NIcholas

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-20-2025 06:28
From: Orhun Sahin
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Nicholas Robinson,

I received a report from one of our OPS Team Leaders indicating that they are already seeing the new "Start Conversation" buttons layout.

Interestingly, I still see the legacy "+" button interface, despite having the same user roles as that Team Leader.

Could you clarify if this feature has already been deployed? Is the new view controlled by a specific permission or part of a phased rollout/A-B testing that would explain why it is active for some users but not others?

Org region is Europe (Ireland).

Thanks,

Orhun

------------------------------
Orhun Sahin
Software Development Engineer

Original Message:
Sent: 11-07-2025 18:31
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

------------------------------
Darshan

Original Message:
Sent: 11-07-2025 14:41
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi @Darshan Dave

I hope this helps

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 11-06-2025 12:59
From: Darshan Dave
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Thanks Nicholas for posting this.

We checked internally that some of the roles do have this tooltip already. Are you sure this is not already released?

None of the call takers have the modal anymore, they all use the phone icon on the left-hand side , to initiate an outbound call.

Hi @Darshan Dave

I hope this helps

Hi Nicholas,

Could you share the screenshot / details of the UI component a user would see when they click one of those channel buttons (especially the call) to create new outbound conversation? I see you mentioned the large modal will be disabled, then what will replace it? A user require some user interface way to start the call.

• Will the user see a small modal/pop-up with only "Make a Call" tab?
• Will there be a queue selection and then prompt of dial pad?

With only one-part screenshot, it is very difficult to train and communicate the end user.

I even checked the ideas portal, not much visual detail provided. -  EPAD-I-288

------------------------------
Darshan

Original Message:
Sent: 10-22-2025 12:34
From: Nicholas Robinson
Subject: **COMING SOON** Start Conversation Modal Accessibility Enhancement for JAWS Support (Targeting December 8)

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,
Hope you're going well. Could you please share a short video showing the new UI component that appears when a user clicks a channel button to start an outbound conversation? It would help clarify the feature for everyone ahead of the 8th December release.
Thanks
Paul

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

@Paul Kendrick. I hope this helps

Hi Nicholas,
Hope you're going well. Could you please share a short video showing the new UI component that appears when a user clicks a channel button to start an outbound conversation? It would help clarify the feature for everyone ahead of the 8th December release.
Thanks
Paul

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Good afternoon, Nicholas,

When it was shifted to new UI, you were able to confirm this matter in beta release beforehand, but can you confirm UI after the update before release beforehand beforehand this time?

Thank you

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi @Gouki Kawakami,  I don't understand your question

Good afternoon, Nicholas,

When it was shifted to new UI, you were able to confirm this matter in beta release beforehand, but can you confirm UI after the update before release beforehand beforehand this time?

Thank you

We've enhanced the Start Conversation experience to ensure that every agent, regardless of ability, can confidently use Genesys Cloud. The "modal" as shown below has been retired in favor for popover experience.  When using Screen reader users will now experience clear, consistent navigation and access to contextual tooltips that were previously hidden.

These improvements reflect our belief that accessibility is essential-not optional. By aligning with global accessibility standards and inclusive design principles, we're helping every organization deliver great customer experiences through empowered, supported agents.

BEFORE 

AFTER

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------