Genesys Cloud - September 15, 2025
機能の可用性は、地域の準備状況、製品ライセンス、Genesys のリリース スケジュールなどの要因に基づいて異なる場合があります。 詳細については、 Genesys Cloud リリーススケジュールをご覧ください。
API for phone numbers update in scheduled callbacks
Administrators can now use the PATCH /api/v2/conversations/callbacks API to update the phone number on an existing scheduled callback identified by conversationId. The new optional callbackNumber parameter makes it possible to adjust scheduled callbacks when a contact’s phone number changes. Previously, administrators had to cancel and recreate a callback if the number was updated after scheduling. With this enhancement, callbacks can be updated directly, which helps reduce manual work and helps improve callback accuracy in dynamic environments where contact information changes frequently.
Inbound messaging channel routing support in Apple Messages for Business
Administrators and contact center managers can now enable the Apple Messages for Business integration to route inbound customer messages directly into Genesys Cloud. With this release, Apple Messages for Business becomes a native digital channel in Genesys Cloud, allowing organizations to manage conversations from Apple’s ecosystem alongside other digital channels. This feature provides customers with access to rich conversational elements and unique entry points supported by Apple, while giving administrators the ability to manage and monitor interactions through standard Genesys Cloud tools.
以下のいずれかのライセンス。
- Genesys Cloud 1 デジタルアドオン II
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
- Genesysクラウド2
続きを読む：
Authentication support in Apple Messages for Business
Flow authors can now configure authentication in Architect digital bot flows for the Apple Messages for Business channel. This feature allows customers to authenticate using OAuth2, enabling bot authors to verify identity, provide personalized support, and perform actions restricted to authenticated users. Authentication messages can be added directly to flows, giving administrators the ability to design secure, customer-specific experiences. This update also helps protect customer privacy by preventing personally identifiable information (PII) from appearing in agent transcripts.
場所:
- Admin > Message > Platform Integration Architect > Digital Bot Flows > Toolbox > Ask > Ask to Authenticate
以下のいずれかのライセンス。
- Genesys Cloud 1 デジタルアドオン II
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
- Genesysクラウド2
続きを読む：
External Contacts identity resolution support for Apple Messages for Business
Administrators can now enable identity resolution and customer journey support for Apple Messages for Business, allowing agents and administrators to manage Apple messages in the same way as other social channels. Apple messages now appear in the External Contacts management interface, the agent’s profile panel, and the customer journey view. This feature helps agents associate Apple Messages for Business interactions with new or existing contacts and view past interactions to provide better context and continuity.
以下のいずれかのライセンス。
- Genesys Cloud 1 デジタルアドオン II
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
続きを読む：
Architect digital bot flows and Apple Messages for Business support
Flow authors can now send iMessage apps to customers from Architect digital bot flows, allowing customers with eligible Apple devices to interact with these apps when they use the Apple Messages for Business channel. This update introduces iMessage Apps as a message type in Genesys Cloud, defines how these messages appear in transcripts, and provides bot authors with a way to include iMessage application components in their flows. As a result, iOS users gain access to more interactive experiences during Apple Messages for Business conversations, which helps improve engagement and the overall quality of interactions.
場所:
- Admin > Message > Platform IntegrationsArchitect > Digital Bot Flows > Toolbox > Communicate > Send Application
以下のいずれかのライセンス。
- Genesys Cloud 1 デジタルアドオン II
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
- Genesysクラウド2
続きを読む：
Custom calculations in performance views
Administrators and supervisors can now create custom formulas and column headers in performance views. They can use any available column in the relevant view to calculate business-specific metrics. Users with the required permissions can share these custom formulas and column headers with other users and teams to provide a tailored reporting experience. Administrators and supervisors can also manage custom calculations in use within the organization through a dedicated interface. This feature helps organizations track metrics that better reflect their unique business needs, beyond the standard calculations provided by default.
AI summaries for the agent side of a conversation
Administrators can now enable AI-generated summaries that highlight the specific actions taken by each human and virtual agent in a conversation. This feature helps business analysts quickly understand agent contributions, perform root cause analysis, and identify opportunities to improve products, services, processes, and training.
以下のいずれかのライセンス。
- Genesys Cloud 1 WEM アドオン II
- Genesys Cloud 2 WEMアドオンI
- Genesys Cloud 3
- Genesys Cloud AIエクスペリエンス
- Genesys Cloud EX
続きを読む：
Auto-assign Agent Copilot to licensed queue members
Administrators can now enable auto-assignment for Agent Copilot and Agent Assist on queues. When auto-assignment is turned on, the system automatically assigns Agent Copilot to both new and existing queue members who hold an Agent Copilot license. This update helps reduce administrative work by removing the need for manual assignment each time an eligible agent joins a queue with Agent Copilot enabled. It also helps ensure that agents are consistently matched with Agent Copilot where applicable, improving efficiency and setup time.
以下のいずれかのライセンス。
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 デジタル
- Genesys Cloud 3
- Genesys Cloud 3 デジタル
- Genesysクラウド2
- Genesys Cloud AIエクスペリエンス
続きを読む：
Audio Connector integration in Architect secure call flows
Flow authors can now use the Call Audio Connector action in Architect secure call flows. This feature enables bi-directional streaming of secure conversations to a third-party bot, providing more flexibility when designing secure interactions. Previously, the Call Audio Connector action was only available in call flows and in-queue flows. By extending support to secure call flows, this feature helps bot designers handle conversations that contain sensitive information while maintaining security requirements.
場所:
- Cloud Architect > Flows > Secure Call > "select flow" > Toolbox > Bot dropdown > Call Audio Connector
以下のいずれかのライセンス。
- すべてのライセンスにはこの機能が含まれています。
続きを読む：
- Genesys Cloud では、地域ごとに月曜日からリリースが開始され、木曜日の終業時までに完了する機能が有効になります。翌営業日までにカスタマーの組織で有効になった機能が表示されない場合は、リリースノートと関連文書に記載されている必要なサブスクリプションと権限を確認してください。サブスクリプションと権限を確認しても問題が発生する場合は、カスタマーケアにご連絡ください。
- 一部の機能では、連携アドオンが必要な場合があります。
