Release Notes for Unified Experience from Genesys and ServiceNow

This article describes all releases of the Unified Experience from Genesys and ServiceNow integration. For more information, see About Unified Experience from Genesys and ServiceNow.

August 24, 2025

• Support for ITSM workspace in ServiceNow

  Agents can now use ServiceNow IT Services Management (ITSM) workspace in ServiceNow to handle calls that are routed by Genesys Cloud. Agents can use native ServiceNow voice controls to make voice calls, manage presence, and access embedded WEM tools directly within their ITSM environment: Log in to a ServiceNow instance.

June 2, 2025

• Wrap-up code integration between Genesys Cloud and ServiceNow

  ServiceNow displays the wrap-up codes configured in the corresponding Genesys Cloud queue. After agents complete a Genesys Cloud-hosted interaction and then select the appropriate wrap-up code in the ServiceNow interface. Then, the integration automatically pushes the selected value to Genesys Cloud: Wrap-up code administration for Unified Experience from Genesys integration.

May 12, 2025

• Case routing through Genesys Cloud

  Administrators can now synchronize ServiceNow cases with Genesys Cloud workitems. This update enables administrators to bring ServiceNow cases directly into Genesys Cloud as workitems for routing and orchestration: Set up routing and assigning cases in ServiceNow.

  Package version: 1.1.0

March 10, 2025

• Unified Experience from Genesys and ServiceNow

  This initial release of Unified Experience from Genesys and ServiceNow integration that enables routing of chat and voice interactions through Genesys Cloud for agents in ServiceNow.

  Package version: 1.0.0