June 25, 2025

  • Auto associate enhancement: ISync now auto-populates the Related-To drop down with records linked to the contact and selects the first record by default when Auto Associate is enabled.

  • The Post Call Survey feature provided by InteractionSync is no longer supported. The system now supports the OOB Genesys Post Call Survey instead. Admins must explicitly provide the IVR Flow name to enable tracking of whether the survey was triggered from the specified flow. For more information, see https://help.mypurecloud.com/articles/set-post-flow-action/.

  • Web messaging enhancement: The emailaddress1 field in the CRM form is now populated, if the interaction data holds an email address.

  • ISync assigns the default wrap-up code INN-WRAP-UP-TIMEOUT for all interactions except callbacks if the agent does not select one, ensuring consistency with Genesys wrap-up codes.

  • Agents can now accept callback interactions in the embedded window, if the Embed Interaction Window is enabled for callbacks.

  • Web Chat feature is deprecated and will be removed in future releases. See https://help.mypurecloud.com/announcements/deprecation-predictive-engagement-support-for-acd-web-chat-version-2/.

  • Fixed a UI issue in the version tool tip allowing agents to copy content without any interruptions.

  • Enhanced logging capabilities to improve issue identification and troubleshooting.

  • Fixed the SMS transcript transfer issue to ensure transcripts move seamlessly from one agent to the other.

  • Resolved an issue with the embedded interaction window following the solution upgrade.

  • Various bug fixes and minor improvements.