Genesys Cloud FedRAMP Region – May 19, 2025

Administrators and contact center managers can now add quick replies, cards, and carousels to bot conversations in Open Messaging. Quick replies allow for fast and structured responses in conversations, enabling customers to choose from simple, guided answers via a list of options. Cards provide customers with products and service descriptions during a conversation by introducing images, titles, body text, and optional referrals to external websites. Carousels offer customers a sophisticated selection of options by applying the cards feature to present a title, images, and a list of buttons. Before an organization can use these features in Open Messaging, they must first create a new or update an existing configuration profile and select the appropriate message type. Then, assign it to the appropriate Open Messaging integration. These features help facilitate bot conversations by enhancing the customer experience and quickly resolving problems.

Administrators can now access automated billing for Virtual Supervisor and Supervisor Copilot features, including AI Translate, AI Scoring, AI Summary, and AI Insights. This update introduces usage tracking and invoicing to ensure that charges reflect actual consumption. With this new enhancement, administrators gain clear visibility into how Virtual Supervisor and Supervisor Copilot tools are being used and what costs are associated. This helps support better budgeting decisions and reduces the chance of billing confusion. Previously, usage of these AI features was not billed. Now, administrators can monitor consumption and optimize usage more easily, promoting cost efficiency and transparency.

The new event list allows users to see events in a logical sequence ordering, making it easier for users to drag and drop events in the correct order onto the canvas. This will make journey building more intuitive and faster.

Journey Management users now have access to expanded capabilities on event cards in the journey canvas within Journey Management, making it easier to view and edit event card content, automatically generate trend charts, and have all related charts associated with that event sorted on the charts panel. The updated event cards enable those with view only access to also derive insights more efficiently.

Flow authors can now configure Architect bot flows to route to a reusable task as many times as needed after a recognition failure. This feature enables bots to continue the conversation after the first recognition failure event. The recognition failure metric in the Optimization dashboard always displays "0" when the bot routes to a reusable task after a recognition failure. To view relevant no-match metrics, use the Learning tab or check the Top bot flow actions with the issues section.

Administrators can now allow agents to trade shifts across multiple weeks within a single published schedule. This feature enhances agent flexibility and satisfaction while reducing manual scheduling adjustments. New rule types let administrators control trade behavior, including the following:

• Minimum time between shifts
• Maximum number of weeks spanned by a trade
• Weekly trade limits per agent
• Paid hours limits based on planning periods

Cross-week trades remain restricted to the boundaries of a single published schedule. Also, the system now enforces weekly paid time constraints based on each agent’s work plan rotation.

Administrators can now quickly locate the gamification profile an agent belongs to using the new Find Agent search field in the Gamification Profiles view. Administrators can search by agent name, view the profile associated with the agent, and further refine searches based on suggested matches for agent names. This feature improves administration by removing the need to manually browse through multiple entries to identify agent-profile associations.