Genesys Cloud - November 3, 2025

Navegación simplificada y actualización de la arquitectura de la información

Genesys Cloud introduce un nuevo sistema de navegación y una arquitectura de la información actualizada para mejorar la interfaz de usuario y la usabilidad general. Este cambio no añade ni elimina ninguna funcionalidad del producto, sino que reorganiza la forma en que los usuarios acceden a las funciones existentes. El nuevo menú estructurado y jerárquico sustituirá al actual diseño de navegación. El objetivo es reducir la fricción, mejorar la capacidad de búsqueda y ofrecer una experiencia más intuitiva y coherente a todos los tipos de usuarios. Las principales actualizaciones son las siguientes:

• Un menú global unificado que consolida la navegación en toda la plataforma, incluida una nueva arquitectura de la información, mejorará la estructura del menú y las etiquetas para mayor claridad y coherencia.
• Los elementos reposicionados, como la ayuda contextual, Collaborate, la bandeja de entrada, las aplicaciones widget y el avatar del usuario, se sitúan en la barra superior.
• Búsqueda global mejorada que incluirá resultados de páginas de menú junto a personas, grupos y ubicaciones. Esta mejora permite a los usuarios encontrar de forma más eficaz tanto personas como grupos, así como funciones clave de la plataforma, desde una única interfaz de búsqueda.
• Acceso simplificado a determinadas funciones como parte de los cambios en la navegación. Por ejemplo, el acceso consolidado al videochat y a las aplicaciones del escenario principal.

Group ID for subsequent participant segments in group call activity

Genesys Cloud now populates the Group ID dimension for subsequent participant segments when voice interactions are transferred to groups configured for voice rings. This enhancement enables business administrators and supervisors to filter out irrelevant or non-responding events, such as Not Responding or Redirect on No Answer (RONA), that previously skewed reporting metrics. By carrying the Group ID forward, users can now identify which interactions are associated with group calls and create more meaningful, accurate reports in third-party BI tools. This improvement enhances reporting precision, ensures clearer visibility into group performance, and provides better insight into meaningful business activity.

Support for authenticated web messaging in single customer view

Administrators can now enable support for the authenticated web messaging channel in single customer view. Agents can search for and select an existing contact in the profile panel or create a new contact and claim an external ID supplied by an OpenID Connect (OIDC) provider as an identifier. Authenticated web messaging interactions now appear in the customer journey, helping agents understand past interactions across all supported channels. This enhancement helps agents and bots recognize returning users, access journey context, and deliver more consistent, personalized interactions. It also improves identity resolution and supports the claim of identifiers for external contacts, providing a more complete view of customer interactions.

Apple Messages for Business forms

Administrators can now configure Apple Messages for Business forms to create structured input options for end customers. These forms are designed and managed through Canned Responses, enabling consistent and guided customer interactions. Bot authors can include form actions within conversation flows, and agents can send preconfigured forms to customers directly from the agent desktop. This enhancement helps provide a more organized, interactive, and efficient experience for both agents and customers when using the Apple Messages for Business channel. Billing will begin on a future date.

Introducing Content Exploration view

Business analysts can now use the Content Exploration view to visualize and explore transcript data, helping them better understand customer and agent interactions. This feature provides dynamic search and filtering options, allowing analysts to quickly refine results using topics, empathy score, sentiment score, sentiment trend, and significant keywords. As analysts select filters, interaction counts and related results update in real time to display the most relevant conversations. This enhancement helps analysts identify trends, perform root cause analysis, and make data-driven recommendations that improve customer experience, agent performance, and overall business outcomes.
Note: This feature is available on a limited basis. 

EVTS AWS transcription support for Basque, Catalan, Croatian, Galician, Romanian, Slovak, Tagalog, Thai, and Ukrainian language support 

Extended Voice Transcription Services (EVTS) transcription support is now available in Basque European Union (eu-ES), Catalan Spain (ca-ES), Croatian Croatia (hr-HR), Galician Spain (gl-ES) (voice only), Latvian Lativia (lv-LV), Romanian Romania (ro-RO), Slovak (sk-SK), Tagalog Philippines (tl-PH), Thai Thailand (th-TH), and Ukrainian Ukraine (uk-UA). This feature enables administrators to configure AWS Transcribe as the voice transcription engine, expanding language coverage and providing greater flexibility in managing security and cost preferences.

AI-generated answers for auto-suggested articles on Agent Copilot

Administrators can now enable AI-generated answers for auto-suggested knowledge articles in Agent Copilot. During voice and digital interactions, the AI automatically curates and generates responses using relevant information from multiple knowledge sources. This enhancement helps agents quickly access accurate and contextually relevant answers, improving response quality and supporting more efficient customer interactions.

Mute individual Collaborate chat threads on iOS and Android

Collaborate mobile app users can now mute individual chat threads on iOS and Android devices. When a chat is muted, users no longer receive push or in-app notifications from that conversation, and the muted state appears clearly in the chat list. This enhancement helps users reduce distractions, maintain focus, and have greater control over their communication experience.

Display checklists through Agent Copilot during interactions

Administrators can now configure Agent Copilot to display checklists of up to seven items during customer interactions. The checklist can appear at the start of an interaction or be triggered by a detected intent. Agents can manually mark items as complete, or the system can automatically check them off based on the agent’s responses. This feature helps agents stay organized, follow required steps, and maintain consistency during conversations. It is especially beneficial for industries that rely on adherence to protocols or regulations, helping to improve accuracy and support compliance during live interactions.

Voice processing prompt for Agentic Virtual Agents

Administrators can now configure a voice processing prompt in Agentic Virtual Agents to play audio while the bot generates a response. Bot authors can select a default system prompt or upload custom audio to play during response time. This enhancement helps reduce silence during processing and creates a more natural, conversational experience for callers by signaling that the system is still active.

Depreciación: Eliminación del código heredado de Mobile Messenger para Android e iOS

On August 11, 2025, Genesys Cloud announced that it would deprecate and remove the legacy code from the Mobile Messenger SDK, on November 3, 2025. The deprecation and removal date is now January 19, 2026. The deprecated code originates from the original BOLD SDK and includes internal classes, methods, and interfaces that were not intended for public use. This change helps keep the SDK clean, well-documented, and easier to maintain. The removal does not affect any documented or supported functionality. Developers should verify that their implementations do not rely on any undocumented legacy components, as these will be removed in an upcoming release. Genesys recommends reviewing SDK usage to prepare for this change. More details about the timing and impact will be provided in a future release note.