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.

• June 17, 2019 (9.0.000.15)
• May 31, 2019 (9.0.000.14)
• April 19, 2019 (9.0.000.12)
• March 29, 2019 (9.0.000.10)
• December 21, 2018 (9.0.000.06)

• Known Issues

June 17, 2019 (9.0.000.15)

What's New

Resolved Issues

• Agent can now upload image files that have extensions in uppercase; previously, only lowercase was supported and agents received an error. (NEXUS-1536)

May 31, 2019 (9.0.000.14)

What's New

WhatsApp enhancement

• Support for WhatsApp audio attachments. Whatsapp users can send audio recordings as attachments and agents can listen to the recordings.

Agent UI enhancement

• Support for multi-channel chat selection.
  • Contact Information view: Multiple chat channels are displayed in the following priority order in the contact information view:
    • Facebook
    • Twitter
    • WhatsApp
    • Genesys Chat
    • SMS

    Double click on a channel to open the latest interaction.

  • Communication tab: The Genesys Chat channel is selected by default in the message composition field unless the contact has sessions in Facebook, Twitter, or WhatsApp.
  • Conversation tab: the current interaction channel is selected by default.
  • In the Communication tab and Conversation tab message composition fields, to switch between channels click the channel icon and select a different channel.

April 19, 2019 (9.0.000.12)

What's New

SMS enhancement

• Agents can now send a new outbound message to a contact from the Communication tab. This is helpful when the agent needs to send a notification to a contact that is not in response to an SMS from that contact.

Conversation tab enhancement

• Agents can now search for contacts within the Conversation tab of any chat or social interaction. Any contact attribute (phone number, last name, email address, and so on) can be used to find a contact. The tab displays results as the agent types.

March 29, 2019 (9.0.000.10)

What's New

SMS interactions

• Support for inbound and outgoing SMS interactions.

WhatsApp

• 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 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 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.