August Updates to Genesys Cloud CX

WhatsApp outbound campaign schedules

Administrators can now schedule outbound digital WhatsApp campaigns and can set start and stop times for campaigns in advance. This feature helps to improve operational efficiency by automating campaign timing and simplifying daily management. 

Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Further Information: Add a schedule entry for a campaign or campaign sequence.

Profile panel support for workitems

Agents can now create a new external contact or search for and link an existing contact to a workitem directly from the Profile panel interface. This update supports scenarios where a workitem is not yet associated with a customer and helps agents connect work to the right contact when handling tasks. By linking workitems to external contacts, agents and supervisors contribute to a more complete customer journey view within Genesys Cloud and gain richer customer context during task handling. Also, administrators can now configure whether agents can link workitems to contacts from any division or only from the workitem’s division. This provides organisations with greater flexibility and control over how external contacts are managed across divisions.

Licensing: Work Automation Add-on.

Further Information: Work with workitems, and Single customer view overview.

Conditional group activation based on real-time metrics

Administrators can now use Conditional Group Activation (CGA) to dynamically activate or deactivate agent groups based on real-time queue metric thresholds. CGA helps expand the available pool of agents for a given queue without negatively affecting key performance indicators (KPIs) of the queues from which agents are shared. CGA runs in the background at regular intervals, regardless of new interaction arrivals, and supports multiple conditions and condition sets per rule. CGA also integrates with routing methods to enable interaction-level agent selection, enhancing the flexibility and precision of agent assignment beyond what was possible with conditional group routing alone. This feature supports more efficient workload distribution while helping maintain service level targets across queues

Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.

Further Information: Conditional Group Activation overview, and Create and configure queues.

Increased DTMF input limit in Architect flows

Administrators can now configure the Collect Input action in Genesys Cloud Architect to accept up to 40 DTMF digits, an increase from the previous limit of 32. This enhancement gives flow authors more flexibility when designing IVR (Interactive Voice Response) experiences that require longer numeric inputs, for example, extended account numbers, international identifiers, or card details. System validation and integrity controls continue to apply, ensuring reliable input collection even at the increased limit.

Licensing: All licenses include this feature.

Further Information: Collect Input action.

Outbound division-aware campaign schedules

Administrators can now assign permissions that allow users to manage campaign schedules only within specific divisions. Agents can view and edit schedules for the divisions they have access to, helping reduce cross-divisional changes and supporting better separation between business units. This update improves control and visibility, especially in larger environments where multiple business units use the same scheduling tools.

Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Further Information: Add a schedule entry for a campaign or campaign sequence, and Edit a schedule entry for a campaign or campaign sequence.

WhatsApp outbound campaigns pre- and post-contact triggers

Administrators can now configure pre-contact and post-contact triggers for outbound WhatsApp campaigns. Genesys Cloud emits Kafka events before and after processing each campaign message, allowing Architect workflows to automate tasks such as compliance checks, message enrichment, or follow-up actions. This update helps administrators manage WhatsApp campaigns with the automation and control already available for SMS and email campaigns, supporting more consistent processes across digital outreach channels. 

Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Further Information: Overview of triggers.

Outbound power and predictive campaigns sort by priority in skills-based dialing

Administrators can now configure power and predictive campaigns with skills-based dialing to sort contact records by priority. This enhancement ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Genesys Cloud delivers contacts in order of priority across all skill groups, creating a more predictable and efficient dialing process. The ability to sort by priority improves campaign performance by ensuring that top-priority contacts are presented to agents first and is beneficial for organizations with multi-skilled agents and time-sensitive outreach goals.

Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.

Support for mobile push notifications for unread message alerts

Administrators can now configure push services to notify mobile app users about new messages in existing conversations when they are offline. These notifications help users stay informed, re-engage with the business, and continue their interactions seamlessly. With this update, the Genesys Cloud platform sends push notifications to the user’s mobile device based on their notification preferences, whenever new messages arrive. This feature enhances the asynchronous nature of web messaging by helping ensure that users do not miss updates and can return to conversations at the right time, improving continuity in customer interactions. Administrators must enable and configure push services for mobile apps to support this functionality. User notification preferences also apply.

Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Further Information: Configure mobile Push Notifications, Configure Messenger, and Deploy Messenger.

Assign segments to external contacts for up to 30 days

Administrators can now assign segments to external contacts, allowing segment data to persist for up to 30 days and be used for orchestration beyond a single web or mobile session. This update enables more flexible personalisation and automation, even when the user is not actively engaged in a session. With this change, segment assignment can now occur independently of session activity. Administrators must update custom roles with the External Contacts > Segment Assignments permissions to ensure segmentation access.

Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.

Further Information: Manage segments, About segments, and About single customer view.

Append outbound campaign performance statistics to the Campaign Performance view

Administrators can now gain a complete view of outbound campaign performance statistics directly within the Campaign Performance view. The enhancement appends key metrics, including Dialing Mode, Connect Rate, Progress, Idle Agents, Effective Idle Agents, Adjusted Calls per Agent, Outstanding Calls, Scheduled Calls, Outbound Lines, and Right Party Contact (RPC) counts and percentages (Success, Neutral, Failure), to provide a holistic perspective on campaign performance. With this update, those metrics are now consistently available in both views, ensuring administrators can easily monitor, analyse, and track outbound campaigns from a single location. This enhancement streamlines performance monitoring and reduces the need to switch between dashboards. No additional configuration is required. The new statistics automatically appear in the Campaign Performance view for all administrators with access.

Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.

Further Information: Campaign Performance Summary view.

Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support

Genesys Cloud now supports Filipino Philippines (fil), Indonesian Indonesia (id), Malay Malaysia (ms), Romanian Romania (ro), and Spanish Spain (es-es) in the Messenger window.

Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.

Further Information: Genesys Cloud supported languages, and About web messaging.

Authenticated session duration for secure mobile sign-ins

Administrators can now configure authenticated session duration (TTL) to support seamless mobile sign-in experiences. This enhancement reduces sign-in friction for customers while ensuring alignment with enterprise security policies. With this update, Genesys authenticated messaging now respects the configured TTL across both web and mobile platforms. 

Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.

Further Information: Get started with authenticated web messaging.