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'''Twitter support''' | '''Twitter support''' | ||
* The new Twitter channel enables agents to engage in private chat sessions with Twitter Direct Message users and public sessions with Twitter users. This enables you to monitor and respond to public Tweets and replies to your organization's Twitter page in a timely manner. | * The new Twitter channel enables agents to engage in private chat sessions with Twitter Direct Message users and public sessions with Twitter users. This enables you to monitor and respond to public Tweets and replies to your organization's Twitter page in a timely manner. | ||
| + | '''Genesys Task Routing''' | ||
| + | * Genesys Task Routing enables you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite, and route them to the best-skilled agent. See [[Documentation:PSAAS:Administrator:GTROverview|Genesys Task Routing]] for details about how to enable this feature. | ||
{{AnchorDiv|KnownIssues}} | {{AnchorDiv|KnownIssues}} | ||
Revision as of 11:55, April 16, 2019
Digital Channels
Digital Channels is a common service that provides functionality to several Genesys products, including:
- Workspace Web Edition Agent Desktop
Note: Not all changes listed below may pertain to your deployment.
March 29, 2019 (9.0.000.10)
What's New
SMS interactions
- Support for inbound and outgoing SMS interactions.
- Support for WhatsApp interactions including text, emoji, images, and Highly Structured Messages.
December 21, 2018 (9.0.000.06)
What's New
Asynchronous Chat support
- Asynchronous chat enables agents to continue a chat session after the initial interaction is ended by using the new Conversation tab in the interaction window or the new Communication tab in the Connect group.
Facebook support
- The new Facebook channel enables agents to engage in private chat sessions with Facebook Messenger users and public sessions with Facebook users. This enables you to monitor and respond to public posts and replies to your organization's Facebook page in a timely manner.
Twitter support
- The new Twitter channel enables agents to engage in private chat sessions with Twitter Direct Message users and public sessions with Twitter users. This enables you to monitor and respond to public Tweets and replies to your organization's Twitter page in a timely manner.
Genesys Task Routing
- Genesys Task Routing enables you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite, and route them to the best-skilled agent. See Genesys Task Routing for details about how to enable this feature.
Known Issues
There are currently no known issues.
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