Genesys Cloud FedRAMP region – Features coming soon

Streamlined navigation and information architecture update

Genesys Cloud introduces a new navigation system and updated information architecture to improve the user interface and overall usability. This change does not add or remove any product functionality but reorganizes how users access existing features. The new structured, hierarchical menu will replace the current navigation layout. The goal is to reduce friction, improve findability, and deliver a more intuitive and consistent experience across user types. Key updates include the following:

• A unified global menu that consolidates navigation across the platform, including a new information architecture, will improve the menu structure and labels for added clarity and consistency.
• Repositioned elements such as contextual help, Collaborate, inbox, widget apps, and the user avatar are located in the top bar.
• Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement allows users to more efficiently find both people and groups, as well as key platform features, from a single search interface.
• Simplified access to certain features as part of the navigation changes. Examples include consolidated access to video chat and main stage apps.

API responses no longer include OAuth client secret

Administrators can now retrieve the OAuth client secret only at the time of client creation or when they generate a new secret. The client secret no longer appears in API responses after creation. This change helps improve the security of client credentials by reducing the risk of exposing sensitive information. Administrators should copy and store the client secret securely when it is first created, since it will not be retrievable later through the API. Note that rollout of this change to the US East region will be delayed until Dec 1st. All other regions will be enabled as per the normal rollout schedule.

Genesys Tempo enabled by default with allowed IP addresses feature

Genesys Cloud now includes Genesys Tempo in the Allowed IP Addresses list by default, requiring no additional configuration. Genesys Tempo is a workforce management mobile application that enables users to view and manage their work schedules securely from their personal devices. The Allowed IP Addresses feature restricts access to specified IP ranges by blocking unauthorized connections from mobile browsers and other apps. By adding Tempo to the allowed list by default, administrators can maintain secure access controls while still allowing employees to use the Tempo app on their mobile devices. This update helps organizations protect their environments, support mobile workforce flexibility, and meet security requirements without additional setup.

SAML assertion decryption support for single sign-on integrations

Genesys Cloud now supports SAML assertion decryption for single sign-on (SSO) integrations. This enhancement enables Identity Providers (IdPs) to encrypt SAML assertions using Genesys Cloud’s public encryption certificate, which the platform securely decrypts during authentication. The feature helps organizations meet advanced security and compliance requirements by protecting sensitive authentication data during transmission. No configuration is required in Genesys Cloud to enable this capability. IdP administrators can use the encryption certificate available for download in the Genesys Cloud user interface and included in the Genesys Cloud metadata file to configure encrypted assertion handling within their Identity Provider’s settings.

Customer first callback support in outbound campaigns

Administrators can now enable customer first callbacks (CFCs) in outbound campaigns. This enhancement allows outbound agents to schedule callbacks in queues configured for Customer First mode, where the platform dials the customer first and connects the call to an available agent once the customer answers. It also supports rule-based callbacks created through campaign rules. Previously, campaign callbacks followed the Agent First model, which required agents to start the call. By adding CFC support, administrators can align campaign callbacks with existing queue configurations, improving operational flexibility and helping agents focus on productive connections rather than waiting for customer pickups. Preview campaigns are not compatible with queues configured for Customer First Callbacks.

Use custom SMTP servers for email campaigns and agentless email

Administrators can now configure custom SMTP servers to send outbound email campaigns and agentless email in Genesys Cloud. This update gives enterprises greater flexibility and control over how outbound emails are delivered by allowing them to use their own infrastructure. Previously, only ACD outbound email supported custom SMTP configuration. Extending this option to campaigns and agentless email helps organizations align Genesys Cloud email delivery with their existing systems and policies. Note that the SMTP integration you are using MUST be in a valid state for campaign and agentless sends to succeed. If the integration is in a state of error, the campaign and agentless sends will not be initiated.

Group ID for subsequent participant segments in group call activity

Genesys Cloud now populates the Group ID dimension for subsequent participant segments when voice interactions are transferred to groups configured for voice rings. This enhancement enables business administrators and supervisors to filter out irrelevant or non-responding events, such as Not Responding or Redirect on No Answer (RONA), that previously skewed reporting metrics. By carrying the Group ID forward, users can now identify which interactions are associated with group calls and create more meaningful, accurate reports in third-party BI tools. This improvement enhances reporting precision, ensures clearer visibility into group performance, and provides better insight into meaningful business activity.

Support for authenticated web messaging in single customer view

Administrators can now enable support for the authenticated web messaging channel in single customer view. Agents can search for and select an existing contact in the Profile panel or create a new contact and claim an external ID supplied by an OpenID Connect (OIDC) provider as an identifier. Authenticated web messaging interactions now appear in the customer journey, helping agents understand past interactions across all supported channels. This enhancement helps agents and bots recognize returning users, access journey context, and deliver more consistent, personalized interactions. It also improves identity resolution and supports the claim of identifiers for external contacts, providing a more complete view of customer interactions.

Analytics Conversation Detail Jobs API extended conversation data retrieval

Genesys Cloud now enhances the Analytics Conversation Detail Jobs API to support data retrieval for conversations that are more than five years old, removing previous access limitations. This improvement enables organizations with extended compliance or audit requirements to retrieve and analyze historical interaction data while maintaining system performance and reliability. Users can filter conversations in the Interactions view and retrieve them in bulk through the API, ensuring comprehensive visibility, improved compliance reporting, and greater data accessibility. Previously, conversation data retrieval was limited to five years.

Mute individual Collaborate chat threads on iOS and Android

Collaborate mobile app users can now mute individual chat threads on iOS and Android devices. When a chat is muted, users no longer receive push or in-app notifications from that conversation, and the muted state appears clearly in the chat list. This enhancement helps users reduce distractions, maintain focus, and have greater control over their communication experience.

Display checklists through Agent Copilot during interactions

Administrators can now configure Agent Copilot to display checklists of up to seven items during customer interactions. The checklist can appear at the start of an interaction or be triggered by a detected intent. Agents can manually mark items as complete, or the system can automatically check them off based on the agent’s responses. This feature helps agents stay organized, follow required steps, and maintain consistency during conversations. It is especially beneficial for industries that rely on adherence to protocols or regulations, helping to improve accuracy and support compliance during live interactions.

AI-generated answers for auto-suggested articles on Agent Copilot

Administrators can now enable AI-generated answers for auto-suggested knowledge articles in Agent Copilot. During voice and digital interactions, the AI automatically curates and generates responses using relevant information from multiple knowledge sources. This enhancement helps agents quickly access accurate and contextually relevant answers, improving response quality and supporting more efficient customer interactions.

Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients

Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow.

Domain allow list for emails

Administrators can now create and manage domain allow lists to control which outbound email domains agents can use. This security setting helps organizations restrict email recipients to approved domains, reducing the risk of data exposure and unauthorized communication. Agents can send new emails only to addresses within the defined domain list, whether they send emails directly from the platform or through an API integration. This enhancement provides administrators and business managers with the tools to align email usage with organizational security policies while maintaining operational flexibility. By managing allowed domains at the configuration level, organizations can help ensure secure and compliant use of the email channel without disrupting agent workflows.

Genesys Agent Copilot, Virtual Agent, and knowledge Czech and Hungarian language support

Genesys Cloud now supports Czech Czechia (cs-CZ) and Hungarian Hungary (hu-HU) across multiple AI capabilities, including Genesys Agent Copilot, Virtual Agent, bot flows, digital bot flows, and knowledge.

Improved Agent Copilot and Virtual Agent answer highlight for English Dialects

Genesys Cloud improved Agent Copilot and Virtual Agent knowledge answer highlights for English dialects

Create AI Guides from uploaded process documents

Administrators can now automatically create structured AI Guides by uploading existing process documents. This feature enables organizations to transform standard operating procedures (SOPs) and other internal materials into dynamic, guided experiences that align AI behavior with established business policies, terminology, and workflows. By using trusted, subject matter expert–owned content, teams reduce manual effort and help maintain consistency, compliance, and accuracy across all AI-driven interactions. This enhancement allows users to quickly convert documentation into actionable, step-by-step guidance (no technical skills required).

Voice processing prompt for Agentic Virtual Agents

Administrators can now configure a voice processing prompt in Agentic Virtual Agents to play audio while the bot generates a response. Bot authors can select a default system prompt or upload custom audio to play during response time. This enhancement helps reduce silence during processing and creates a more natural, conversational experience for callers by signaling that the system is still active.

AI Guides model enhancements

Genesys updated the AI Guides feature to introduce a structured approach to building guides and virtual agents, helping improve reliability and consistency while reducing the risk of inaccurate responses. Guides can now include more variables and data actions, giving business teams greater flexibility in designing automated workflows. A new built-in syntax checker validates guide structure and logic before publication, helping authors identify and correct errors early. These enhancements allow guide authors to break complex processes into smaller, task-focused steps that work together as a cohesive system.

Deprecation: Token Implicit Grant for OAuth clients

As of March 2026, Genesys Cloud will deprecate the Token Implicit Grant (Browser) option for OAuth clients. This change, announced on November 10, 2025, affects customers who currently use the Implicit Grant flow, including those using it for Embeddable Framework applications. Beginning in March 2026, the Implicit Grant option will no longer be available for new OAuth client creation. By March 2027, existing OAuth clients that rely on the Implicit Grant flow must transition to the more secure Authorization Code with PKCE grant type to continue functioning. PKCE (Proof Key for Code Exchange) is already supported in Genesys Cloud and provides enhanced security in alignment with OAuth 2.0 best practices. While no immediate action is required, administrators should begin planning their migration to PKCE to ensure uninterrupted access and compliance before the deprecation deadline.