Genesys Cloud - September 15, 2025
La disponibilidad de las funciones puede variar y se basa en factores como, entre otros, la preparación de la región, las licencias del producto y el calendario de lanzamientos de Genesys. Para más información, consulte el calendario de lanzamientos de Genesys Cloud.
API for phone numbers update in scheduled callbacks
Administrators can now use the PATCH /api/v2/conversations/callbacks API to update the phone number on an existing scheduled callback identified by conversationId. The new optional callbackNumber parameter makes it possible to adjust scheduled callbacks when a contact’s phone number changes. Previously, administrators had to cancel and recreate a callback if the number was updated after scheduling. With this enhancement, callbacks can be updated directly, which helps reduce manual work and helps improve callback accuracy in dynamic environments where contact information changes frequently.
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
Inbound messaging channel routing support in Apple Messages for Business
Administrators and contact center managers can now enable the Apple Messages for Business integration to route inbound customer messages directly into Genesys Cloud. With this release, Apple Messages for Business becomes a native digital channel in Genesys Cloud, allowing organizations to manage conversations from Apple’s ecosystem alongside other digital channels. This feature provides customers with access to rich conversational elements and unique entry points supported by Apple, while giving administrators the ability to manage and monitor interactions through standard Genesys Cloud tools.
Una de las siguientes licencias:
- Complemento digital Genesys Cloud 1 II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Más información:
Authentication support in Apple Messages for Business
Flow authors can now configure authentication in Architect digital bot flows for the Apple Messages for Business channel. This feature allows customers to authenticate using OAuth2, enabling bot authors to verify identity, provide personalized support, and perform actions restricted to authenticated users. Authentication messages can be added directly to flows, giving administrators the ability to design secure, customer-specific experiences. This update also helps protect customer privacy by preventing personally identifiable information (PII) from appearing in agent transcripts.
Dónde:
- Admin > Message > Platform Integration Architect > Digital Bot Flows > Toolbox > Ask > Ask to Authenticate
Una de las siguientes licencias:
- Complemento digital Genesys Cloud 1 II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Más información:
External Contacts identity resolution support for Apple Messages for Business
Administrators can now enable identity resolution and customer journey support for Apple Messages for Business, allowing agents and administrators to manage Apple messages in the same way as other social channels. Apple messages now appear in the External Contacts management interface, the agent’s profile panel, and the customer journey view. This feature helps agents associate Apple Messages for Business interactions with new or existing contacts and view past interactions to provide better context and continuity.
Una de las siguientes licencias:
- Complemento digital Genesys Cloud 1 II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Más información:
Architect digital bot flows and Apple Messages for Business support
Flow authors can now send iMessage apps to customers from Architect digital bot flows, allowing customers with eligible Apple devices to interact with these apps when they use the Apple Messages for Business channel. This update introduces iMessage Apps as a message type in Genesys Cloud, defines how these messages appear in transcripts, and provides bot authors with a way to include iMessage application components in their flows. As a result, iOS users gain access to more interactive experiences during Apple Messages for Business conversations, which helps improve engagement and the overall quality of interactions.
Dónde:
- Admin > Message > Platform IntegrationsArchitect > Digital Bot Flows > Toolbox > Communicate > Send Application
Una de las siguientes licencias:
- Complemento digital Genesys Cloud 1 II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Más información:
Custom calculations in performance views
Administrators and supervisors can now create custom formulas and column headers in performance views. They can use any available column in the relevant view to calculate business-specific metrics. Users with the required permissions can share these custom formulas and column headers with other users and teams to provide a tailored reporting experience. Administrators and supervisors can also manage custom calculations in use within the organization through a dedicated interface. This feature helps organizations track metrics that better reflect their unique business needs, beyond the standard calculations provided by default.
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
AI summaries for the agent side of a conversation
Administrators can now enable AI-generated summaries that highlight the specific actions taken by each human and virtual agent in a conversation. This feature helps business analysts quickly understand agent contributions, perform root cause analysis, and identify opportunities to improve products, services, processes, and training.
Una de las siguientes licencias:
- Complemento WEM II de Genesys Cloud 1
- Complemento Genesys Cloud 2 WEM I
- Genesys Cloud 3
- Experiencia de Genesys Cloud AI
- Genesys Cloud EX
Más información:
Auto-assign Agent Copilot to licensed queue members
Administrators can now enable auto-assignment for Agent Copilot and Agent Assist on queues. When auto-assignment is turned on, the system automatically assigns Agent Copilot to both new and existing queue members who hold an Agent Copilot license. This update helps reduce administrative work by removing the need for manual assignment each time an eligible agent joins a queue with Agent Copilot enabled. It also helps ensure that agents are consistently matched with Agent Copilot where applicable, improving efficiency and setup time.
Una de las siguientes licencias:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Experiencia de Genesys Cloud AI
Más información:
Audio Connector integration in Architect secure call flows
Flow authors can now use the Call Audio Connector action in Architect secure call flows. This feature enables bi-directional streaming of secure conversations to a third-party bot, providing more flexibility when designing secure interactions. Previously, the Call Audio Connector action was only available in call flows and in-queue flows. By extending support to secure call flows, this feature helps bot designers handle conversations that contain sensitive information while maintaining security requirements.
Dónde:
- Cloud Architect > Flows > Secure Call > "select flow" > Toolbox > Bot dropdown > Call Audio Connector
Una de las siguientes licencias:
- Todas las licencias incluyen esta función.
Más información:
- Genesys Cloud habilita funciones para su lanzamiento a partir del lunes y hasta el final del día jueves, por región. Si no ve una función habilitada para su organización al siguiente día hábil, compruebe las suscripciones y los permisos necesarios que se indican en las notas de la versión y la documentación relacionada. Si confirma la suscripción y los permisos y sigue teniendo problemas, póngase en contacto con el servicio de atención al cliente de .
- Algunas funciones pueden requerir un complemento de integración.
