List of the Genesys Cloud release notes published in May 2025.
Employee productivity
- Multi contextual panels
- Configure chat message editing time limits
Customer engagement
- Genesys Cloud Open Messaging supports custom social network connectors
- Character counter in canned responses editor
Data, analytics, and reporting
- View phrase usage in Topic Editor
Self service and automation
- Introducing the Webhook for Events integration
Deprecations
- Deprecation: Agent Assist AI Experience tokens provisioning
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Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Quick replies, cards, and carousels for open messaging
Employee productivity
Data, analytics, and reporting
- Track and manage billing for Supervisor Copilot AI features
- Improved event list organization for enhanced journey building
- Event card editing and visualization in journey canvas
Open platform
- Multi-org campaign management in CX Cloud from Genesys and Salesforce
Self service and automation
- Enhanced recognition failure handling in Architect digital bot flows
- BYOC Cloud TLS X.509 certificates
Workforce engagement
- Shift trades across weeks within schedule to improve agent flexibility
- Find Agent Search field in gamification profiles
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Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Instagram support for external contacts identity resolution
Employee productivity
Data, analytics, and reporting
- Average Speed of Answer in Agent Performance views
Open platform
- Synchronize ServiceNow cases with Genesys Cloud work items
Workforce engagement
- AI scoring support for consult transfers
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Customer engagement
- 2024 Genesys CIDR expansion and firewall requirements notification
- Email administration user interface enhancements
- Retry configuration for unsuccessful customer first callbacks
Employee productivity
- Multi contextual panels
- Enhanced Voice Transcription Services (EVTS) minutes for Agent Copilot
Account management
- Automatic role assignment for reactivated users
Self service and automation
- Content-based search for non-English knowledge base articles
- Architect help panel
Workforce engagement
- Enable audio selection with screen recordings in playback
Deprecations
- Deprecation: Analytics Transcripts Query Endpoint API
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