Intelligent Agent: Major new version release – Come take a look!

Author: Geouffrey Erasmus | Date: 08/06/2023

Dear Awaken Customers & Partners, 

We’ve spoken to many of you over recent weeks and months about a major new upgrade to our real-time agent guidance and dynamic scripting solution, Intelligent Agent

Well, we couldn’t be prouder to say it’s now live!

From today, users on the very latest version will experience enhanced styling, security, user permissions, and integration capabilities. 

The latest release delivers the following exciting upgrades to your agent guidance solution: 

  • Embracing our inner ‘POLP’ (which stands for “Principle of Least Privilege”): We’ve given you the power to provide exactly the right amount of access to someone or something. No more, no less. It’s all about keeping things secure while minimising unnecessary permissions.
  • Enhanced styling: We’ve spruced up the look and feel of our applications, giving them a fresh and modern touch. Plus, we’ve made it super easy for you to customise the appearance of every workflow element with our redesigned Stylesheet capability. You can let your creativity run wild using CSS or the extended SCSS library and create new custom classes for each type of field.
  • Deeper integration with Genesys Cloud: Get ready for some serious streamlining! We’ve made it possible to embed the Intelligent Agent window right inside Genesys Cloud’s interaction panel as a nifty Widget. You can also modify the contact list data of your current outbound records and subscribe to chat update events within Genesys Cloud. It’s all about making things seamless and connected.
  • Reworked Cloud API: Brace yourself for even more power and enhanced security! Our Cloud API now comes with new capabilities that will take your experience to the next level.

For a detailed breakdown of new features and enhancements, please see below. 

If you have any questions, or would like information on how to upgrade, then please contact your Account Manager or email

Kind regards, 

Geouffrey Erasmus – CTO at Awaken 

Useful Links

Feature Release History – 

Potentially Breaking Changes –