Contact Center

Authenticated Messaging Messenger Transport Mobile SDK

Brands can now integrate authenticated messaging in their applications. This enables the agents to provide a personalized experience when they interact with customers using the mobile application. Authenticated customers must log in to the organization’s website or application on their mobile before they can send a web message to an agent. For more information, see About web messaging, Authenticated web messaging overview, Get started with authenticated web messaging, and Authenticated web messaging attributes. This feature requires one of the following subscriptions: 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.

Administrators can now configure queue settings to automatically answer digital interactions. Currently, administrators can configure agent settings to automatically answer voice interactions; however, a future release will include the ability to configure agent settings to automatically answer digital interactions. For more information, see Auto answer incoming interactions, Create and configure queues. This feature requires one of the following subscriptions: 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. 

Deprecations and announcements 

LiveNow permission change

On June 21, 2023, Genesys will replace the current Journey > Segment > Edit permission that is required to view Live Now with a new permission, Journey > Recent Sessions > View. For more information, see Deprecation: existing permission to view Live Now replaced by a new permission. This feature requires one of the following subscriptions: 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.

CIDR IP address range for cloud media services expansion

On November 1, 2023, a new CIDR IP address range for use in Genesys Cloud media services will be available. This change affects organizations that use Genesys Cloud Voice, or BYOC Cloud. Also, these organizations must have a firewall policy in place to only allow traffic from specific IP ranges, and restrict outbound connections from Genesys Cloud clients, phones, and Edge devices. For more information, see CIDR IP address range expansion for cloud media services. This feature has no restriction by user or required user to access.