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.
- 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)
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.
- Support for multi-channel chat selection.
- Contact Information view: Multiple chat channels are displayed in the following priority order in the contact information view:
- 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.
- Contact Information view: Multiple chat channels are displayed in the following priority order in the contact information view:
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