Digital Channels Release Notes

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Not all releases or changes listed below may pertain to your deployment. Check the table below to see which releases apply to you.

Important
The Release table lists the initial availability date for each release and the deployment environments for which a release is made available. Except when otherwise stated in the description for a specific release, each release includes all of the features and resolved issues that were introduced on earlier dates, regardless of the deployment environment. The features and resolved issues that apply only to a specific deployment environment are noted as such.
Service First availabilityReleased forHighlightsRelease number
Digital Channels January 20, 2022
AWS.png Azure.png MixedMode.png
Agents can now resume chat sessions in all cases. 100.0.109.7169
Digital Channels January 10, 2022
MixedMode.png
You can now add alternative text to images in HTML-based standard responses to make them WCAG compliant. 100.0.107.7040
Digital Channels December 21, 2021
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Resolved issues. 100.0.106.6898
Digital Channels December 16, 2021
MixedMode.png
Compatibility and Performance 100.0.105.6709
Digital Channels December 08, 2021
AWS.png Azure.png MixedMode.png
Privacy masking rules for regular expressions 100.0.104.6508
Digital Channels November 23, 2021
MixedMode.png
Extended PII masking for active and historical interactions. 100.0.103.6114
Digital Channels November 12, 2021
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Direct connection to the mGage/Kaleyra platform. 100.0.102.5808
Digital Channels October 29, 2021
PrivateEdition.png
Early Adopter Program support for Genesys Multicloud CX private edition deployments on OpenShift. 100.0.099.4229
Digital Channels October 28, 2021
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Digital Channels now enables a Google Dialogflow ES bot to inform the Genesys platform whether or not barge-in is enabled. 100.0.101.5180
Digital Channels October 18, 2021
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The Communication and Conversation tabs now support localization. 100.0.100.4599
Digital Channels September 30, 2021
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Resolves issue with multiple SMS messages. 9.0.000.99
Digital Channels September 16, 2021
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DTMF support for Google Dialogflow CX to enable voicebots to handle DTMF input. 9.0.000.97
Digital Channels September 02, 2021
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The status of the interaction is now provided to Genesys Chat Widget. 9.0.000.96
Digital Channels August 19, 2021
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Digital Channels now supports OAuth2 authentication for webhooks. 9.0.000.95
Digital Channels August 05, 2021
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For Dialogflow ES, Digital Channels now adds or updates the bot context during the customer's conversation with a bot. 9.0.000.94
Digital Channels July 22, 2021
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Compatibility and Performance 9.0.000.93
Digital Channels July 12, 2021
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Chat storage enhancements. 9.0.000.92
Digital Channels July 01, 2021
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Genesys is announcing deprecation of our legacy Cloud Contact Center Chat solution within Genesys Multicloud CX, and we require customers to upgrade to Advanced Chat. 9.0.000.00
Digital Channels June 24, 2021
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Genesys Multicloud CX voice now supports Microsoft TTS/STT APIs. 9.0.000.91
Digital Channels June 10, 2021
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Structured message support in the Communication and Conversation tabs. 9.0.000.90
Digital Channels May 27, 2021
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Structured message (Quick Replies) handling improvements. 9.0.000.89
Digital Channels May 13, 2021
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CX Contact opt-in enhancement. 9.0.000.88
Digital Channels APIs May 13, 2021
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Secure Email API update to improve reporting. 9.0.000.88
Digital Channels April 29, 2021
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Compatibility and Performance 9.0.000.87
Digital Channels April 15, 2021
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Compatibility and Performance 9.0.000.85
Digital Channels April 01, 2021
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Standard Responses Library now accessible within Designer. 9.0.000.84
Digital Channels APIs April 01, 2021
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Secure Email API rate limiting. Custom headers for third-party messaging webhooks. 9.0.000.84
Digital Channels APIs March 31, 2021
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Support for Genesys CX on Azure 9.0.000.85
Digital Channels March 31, 2021
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Support for Genesys CX on Azure 9.0.000.83

Digital Channels: January 20, 2022 AWS.png Azure.png MixedMode.png

MixedMode.png

Mixed mode: 100.0.109.7169 available January 20, 2022

Resolved Issues

  • Agents can now resume chat sessions in all cases. (NEXUS-8089)

Known Issues

  • The nexus_asynchold_enable=false setting does not work as expected when it is included in the creation of chat session parameters. (NEXUS-7954)

Digital Channels: January 10, 2022 MixedMode.png

MixedMode.png

Mixed mode: 100.0.107.7040 available January 10, 2022

What's New

  • Digital Channels no longer requires the ContactId key in the interaction User Data. (NEXUS-8047)
  • PII rules for History now apply to the Communication and Conversation tabs once the interaction is completed. For active interactions, the Agent scope applies to the agent handling the interaction. (NEXUS-7597)
  • You can now add alternative text to images in HTML-based standard responses to make them WCAG compliant. (NEXUS-7595)
    More info: Make images accessible

Resolved Issues

  • In the Communication tab, PII masking is now correctly applied to all messages. Previously, earlier messages containing PII received during an agent's current session might not have been masked until the agent logged in again. (NEXUS-7794)

Known Issues

  • Files downloaded from inbound WhatsApp messages cannot be opened until the agent modifies the filename by deleting text appended after the file extension. (NEXUS-8069)

Digital Channels: December 21, 2021 Azure.png

Resolved Issues

  • Digital Channels now correctly processes delivery receipts from the Kaleyra SMS provider. (NEXUS-8052)

Digital Channels: December 16, 2021 MixedMode.png

MixedMode.png

Mixed mode: 100.0.105.6709 available December 16, 2021

What's New

  • This is an update for compatibility and performance improvement.

Digital Channels: December 08, 2021 AWS.png Azure.png MixedMode.png

MixedMode.png

Mixed mode: 100.0.104.6508 available December 09, 2021

What's New

  • Privacy masking rules for regular expressions now support ignore case, global, and multi-line flags. (NEXUS-7584)
    More info: Create or edit a rule

Digital Channels: November 23, 2021 MixedMode.png

MixedMode.png

Mixed mode: 100.0.103.6114 available November 23, 2021

What's New

  • Agents can now select from among multiple assigned outbound SMS numbers when sending an SMS message. (NEXUS-7727)
  • PII rules for History now apply to the Communication and Conversation tabs once the interaction ends. For active interactions, the Agent scope applies to the agent handling the interaction. (NEXUS-7597)
    More info: Why are some numbers masked out?
  • Deployment container security improvements. (NEXUS-7583)

Known Issues

  • In the Communication tab, earlier messages containing PII received during an agent's current session might not be masked until the agent logs in again. (NEXUS-7794)
  • With the history scope privacy rules, sometimes active interaction messages remain masked for the agent who accepted the interaction after the interaction is transferred. (NEXUS-7797)

Digital Channels: November 12, 2021 AWS.png Azure.png

What's New

  • Digital Channels now supports a direct connection to the mGage/Kaleyra platform for inbound and outbound SMS messaging. (NEXUS-7169)
  • Security improvements for Digital Channels on Azure. (NEXUS-6696)

Resolved Issues

  • All opt-in, help, and freeform message content for SMS messages received during a CX Contact campaign is now correctly reported to CX Contact. (NEXUS-7693)
  • Digital Channels can now set and operate with User Data to which a customer has attached arrays with values. (NEXUS-7618)

Digital Channels: October 29, 2021 PrivateEdition.png

PrivateEdition.png

Private Edition: 100.0.099.4229 available October 29, 2021

For private edition

  • Starting with this release, Digital Channels is available for select customers in Genesys Multicloud CX private edition, as part of the Early Adopter Program. Deployments on OpenShift Container Platform (OpenShift) are supported. (NEXUS-6186)
    More info: Digital Channels Private Edition Guide

Digital Channels: October 28, 2021 AWS.png Azure.png

What's New

  • Digital Channels now enables a Google Dialogflow ES bot to inform the Genesys platform by a custom payload message whether or not barge-in is enabled for a prompt. (NEXUS-7148)

Digital Channels: October 18, 2021 AWS.png Azure.png

What's New

  • The Communication and Conversation tabs now support localization in the following languages: German, French, Spanish, Brazilian Portuguese, Polish, Italian, Dutch, French Canadian, Standard Chinese, Simplified Chinese, Korean, and Japanese. (NEXUS-6877)

Resolved Issues

  • Messages are now correctly generated when batch processing Help, Stop, and Resume templated messages within CX Contact. Previously, the wrong message might have been sent. (NEXUS-7338)

Digital Channels: September 30, 2021 AWS.png Azure.png

Resolved Issues

  • Digital Channels now ensures that only unique SMS messages are displayed to an agent. Previously, in some situations, the same SMS message from a contact could be displayed multiple times to an agent. (NEXUS-7004)

Digital Channels: September 16, 2021 AWS.png Azure.png

What's New

  • Digital Channels now supports Dual-Tone Multi-Frequency (DTMF) with Google Dialogflow CX to enable voicebots to handle DTMF input. (NEXUS-7097)

Digital Channels: September 02, 2021 AWS.png Azure.png

What's New

  • Digital Channels now automatically generates filenames for messages with attachments without filenames. (NEXUS-7136)
  • When an agent completes an interaction in Agent Desktop, the status of the interaction is now provided to Genesys Chat Widget, enabling it to be used to customize the customer's experience. (NEXUS-5127)
    More info: Genesys Widgets: Close the chat when an agent disconnects

Digital Channels: August 19, 2021 AWS.png Azure.png

What's New

  • Personally Identifiable Information (PII) enhancement: Privacy rules can now be applied to Secure Email API content. (NEXUS-6867)
  • Digital Channels now supports OAuth2 authentication for webhooks. The authentication token can be checked by the receiving webhook endpoint when accepting the request from Digital Channels. (NEXUS-6861)

Resolved Issues

  • The Cross-Origin Resource Sharing (CORS) policy is now configured to reflect the request origin defined by the Origin request header. (NEXUS-6947)
  • Digital Channels now correctly processes outbound SMS interactions to non-US phone numbers. (NEXUS-7047)

Digital Channels: August 05, 2021 AWS.png Azure.png

What's New

  • For Dialogflow ES, Digital Channels now adds or updates the bot context during the customer's conversation with a bot. (NEXUS-6960)

Digital Channels: July 22, 2021 AWS.png Azure.png

What's New

  • This is an update for compatibility and performance improvement.

Digital Channels: July 12, 2021 AWS.png Azure.png

Resolved Issues

  • Completed chat interactions now store only the messages from the start of the interaction to the end. Previously, in some scenarios, the messages stored in the transcript from the start of the chat session were also included. (NEXUS-6591)

Digital Channels: July 01, 2021 AWS.png Azure.png

Deprecations

  • On July 1, 2021, Genesys is announcing deprecation of our legacy Cloud Contact Center Chat solution within Genesys Multicloud CX, and we require customers to upgrade to Advanced Chat prior to December 31, 2021 to avoid disruption in their chat services.  Advanced Chat is the default chat solution for Engage Cloud, with richer features, functionality, scalability and stability.  By upgrading to Advanced Chat, Genesys Multicloud CX customers can benefit from the latest features and innovations. (GCLOUD-18444)
    More info: Deprecation: Cloud Contact Center Chat

Digital Channels: June 24, 2021 AWS.png Azure.png

What's New

  • Standard Response categories created and managed in Workload Manager for Intelligent Workload Distribution and Engage Cloud Email are critical to proper functionality; therefore, they can no longer be edited in Standard Response manager in Designer. (NEXUS-6471)
  • Digital Channels now provides APIs to support Microsoft TTS/STT to be used by Genesys Intelligent Automation and Genesys Voice Platform for streaming voice bots. (NEXUS-6452)

Known Issues

  • Personally Identifiable Information (PII) rules management in Designer does not load if the page has been cached in the browser cache. Workaround:
    1. Log out from Designer.
    2. Clear the browser cache and cookies.
    3. Log in to Designer. (NEXUS-6654)

Digital Channels: June 10, 2021 AWS.png Azure.png

What's New

  • All inbound messages from CX Contact campaigns are now reported to CX Contact. (NEXUS-6433)
  • Outbound SMS campaigns now support inbound freeform messages. (NEXUS-6431)
  • Personally Identifiable Information (PII) enhancement: Privacy rules can now be created for email messages and work items. (NEXUS-6409)

Resolved Issues

  • The system no longer creates duplicate interactions if there is a delayed response from Genesys backend servers. (NEXUS-4529)

Digital Channels: May 27, 2021 AWS.png Azure.png

What's New

  • Support for structured messages/rich messaging: Digital Channels now allows structured messages (Quick Replies) to be sent in a chat session by Designer version 9.0.102.03 (March 12, 2019) or higher. (NEXUS-6413)
  • Support for structured messages/rich messaging: The Conversation and Communication tabs chat history transcripts now display structured messages. (NEXUS-6447)
  • Support for structured messages/rich messaging: Digital Channels now allows proprietary content to be delivered as part of chat messages along with the Genesys message structure. (NEXUS-6415)
  • Support for structured messages/rich messaging: Digital Channels now supports Postback, which can be delivered when a contact clicks on a received structured message. (NEXUS-6414)
  • Alphanumeric characters are now supported for the outgoing number in SMS outbound campaigns. (NEXUS-6226)
  • The base image is updated to provide security improvements. (NEXUS-6427)

Digital Channels: May 13, 2021 AWS.png Azure.png

What's New

  • Digital Channels now supports opt-in message handling for CX Contact SMS campaigns. (NEXUS-5950)

Digital Channels APIs: May 13, 2021 AWS.png Azure.png

What's New

  • When you reply to an email using the Secure Email API, Digital Channels now marks the email as InboundCustomerReply to improve reporting for secure messaging. (NEXUS-6276)

Digital Channels: April 29, 2021 AWS.png Azure.png

What's New

  • This is an update for compatibility and performance improvement.

Digital Channels: April 15, 2021 AWS.png Azure.png

What's New

  • This is an update for compatibility and performance improvement.

Digital Channels: April 01, 2021 AWS.png Azure.png

What's New

  • Security improvements. Workspace Web Edition integration security has been improved. (NEXUS-5608)
  • Standard Responses Library now accessible within Designer. You can now create and manage their Standard Responses Library within the Designer application. (NEXUS-5600)
  • Option to disable inbound notifications from subscribed contacts. You can now choose to bypass the asynchold functionality for Chat sessions and instead send the interaction to Designer for routing. Bypassing this functionality ensures that agents do not see popup toast notifications from subscribed contacts, while allowing you to customize routing in Designer. To configure this feature for a particular session, add nexus_asynchold_enable = false to the User Data of the Chat session creation request (for example, the default User Data for the Chat session in Genesys Widgets). You can configure this feature for all sessions at the Tenant level by contacting Genesys Customer Care. (NEXUS-5598)
  • WhatsApp enhancement. Multiple corporate numbers for WhatsApp are now supported within a tenant. (NEXUS-5575)
  • Undeliverable message notification. A message is displayed in the Communication tab to inform the agent if a WhatsApp, an SMS, or a Chat from the Chat Widget cannot be delivered to the contact. (NEXUS-3191)

Resolved Issues

  • Digital Channels no longer omits saving Chat interaction transcripts to the Universal Contact Service when the Chat message includes characters that are not allowed by the XML file format. (NEXUS-5935)
  • Digital Channels now uses the correct site to validate agent credentials when Workspace Web Edition changes to a backup site during Smart Failover. (NEXUS-5727)

Known Issues

  • Limitation: Smart Failover is not supported. If Workspace Web Edition switches to a backup site, the Conversation and Communication tabs are not displayed. (NEXUS-5727)

Digital Channels APIs: April 01, 2021 AWS.png Azure.png

What's New

  • You can now add custom headers with static values to the webhooks sent by Digital Channels to the third-party messaging aggregator. (NEXUS-5910)
    More info: Third-Party Messaging API
  • Secure Email API now includes rate limiting of attachments to improve security. Rate limitations will be immediately applied to all new Secure Email API customers and gradually applied to existing tenants. (NEXUS-5609)
    More info: Secure Email API

Digital Channels APIs: March 31, 2021 Azure.png

What's New

  • Starting with this release, Digital Channels APIs are available in Genesys CX on Azure.

Digital Channels: March 31, 2021 Azure.png

What's New

  • Starting with this release, Digital Channels is available in Genesys CX on Azure.



Prior Releases

For information about prior releases of Genesys Digital Channels, click here: Digital Channels