September 2, 2026

New Features

  • New and Important: Before installing v. 2.94.0, all admins must update their Channel Integration Framework URL.

    TEST THIS IN YOUR STAGING ENVIRONMENT FIRST BEFORE DEPLOYING TO PRODUCTION.

    CIFv1: Current URL

    CIFv1: New URL

    CIFv2: Current URL

    CIFv2: New URL

  • NEW! Introduced a redesigned Configuration page with a new user experience, including improved navigation and search functionality for faster access to settings.

  • Migrated Genesys Cloud authentication from the deprecated Implicit Grant to the more secure Authorization Code with PKCE flow.

    Customer action required: Authorize the new OAuth Client ID in Genesys Cloud before agents can log in.

  • NEW! Click to Dial now supports outbound SMS, giving agents the option to start a voice call or send an SMS directly from the Click to Dial dialog in Dynamics 365.

  • NEW! SMS transcript is now available on the SMS Activity record in Dynamics once the interaction is disconnected.

  • NEW! Customer Journey Tab option is now available in the Tab Views setting. When enabled, agents can view a customer's full interaction history directly within InteractionSync, powered by the Genesys Cloud Journey API.

Enhancements

  • Enhanced the behavior of the Client ID and Client Secret fields in the Genesys Cloud configuration settings to provide more intuitive interaction for administrators.

  • New Genesys Cloud regions supported:

    • InteractionSync now supports five additional Genesys Cloud regions:

      • Middle East (UAE)

      • EMEA (Zurich)

      • Asia Pacific (Osaka)

      • Asia Pacific (Singapore)

      • FedRAMP / US East 2 (Ohio)

  • The Called Number field for outbound preview dialer calls populates at call disconnect in CIFv1 and in real time during an active call in CIFv2.

  • Knowledge Management is now enabled for Callback records in InteractionSync for Genesys Cloud, allowing agents to access and manage knowledge articles directly from Callback interactions.

  • Agents can now search real-time voice transcripts and bring matching transcript content into view during active voice interactions.

Improvements & Fixes

  • Agents can now search real-time voice transcripts and bring matching transcript content into view during active voice interactions.

  • Logging out of InteractionSync now logs agents out of all active Genesys Cloud client sessions and updates their status in Genesys Cloud.

  • InteractionSync now supports a custom global search experience for CIFv1 deployments. Administrators can configure a custom Dynamics 365 web resource to handle multi-match screen pops, replacing the default global search with organization-specific search logic.

  • Custom Activity Tab Titles: Custom activity tabs now display the entity's display name instead of the schema/logical name configured through the Genesys Architect flow, improving user experience.

  • Fixed an issue where the IVR Time and Queue Time fields were not automatically populated on the Phone Call Activity form.

  • Applied various bug fixes and improvements.