Genesys aims to provide customers with timely information about feature and platform updates and feature retirements. This article includes a categorized record of user interface and user experience (UI/UX), platform, and deprecation updates. For a detailed explanation of announcements, see Announcement types.

The default view of the following table displays all active announcement types. Explore different tabs to view specific announcement types and past announcements.

For announcements about our development platform and public APIs, see the Genesys Cloud Developer Forum.

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Details	Type	Announced on (YYYY-MM-DD)	Planned effective date (YYYY-MM-DD)
Details	Type	Announced on (YYYY-MM-DD)	Planned effective date (YYYY-MM-DD)
Custom prompts in advanced summary configurations	UI/UX	2025-11-24	-
UX refresh included in the filter panel in dynamic views	UI/UX	2025-04-28	-
Enhanced social escalation for owned social media content	UI/UX	2025-11-17	-
Exposing Agent Copilot’s trigger events	UI/UX	2025-11-17	-
Presence management support in the Communicate Mobile App	UI/UX	2025-11-17	-
Delivery of social listening and response offer for Google Business Profile channel	UI/UX	2025-11-17	-
Enhanced filter panel in Performance views	UI/UX	2025-11-10	-
Multilingual Agent Copilot support for queues with multiple languages	UI/UX	2025-11-10
Improved data table component for Performance views	UI/UX	2025-11-10	-
Genesys Cloud: Enhancing the new navigation experience with improved accessibility in the user settings menu	UI/UX	2025-11-10	-
Surfacing the current active customer intent on the agent UI	UI/UX	2025-11-03	-
Improved bulk metric exports in Analytics Performance views	UI/UX	2025-11-03	-
Accessibility improvements for the “Start a conversation” modal	UI/UX	2025-11-03	-
Predictive routing throughput performance report	UI/UX	2025-10-27	-
Collaborate Activity Stream added to top-level menu	UI/UX	2025-10-16	-
Genesys Cloud Voice and BYOC Cloud Usage report	UI/UX	2025-10-13	-
Predictive routing throughput performance report	UI/UX	2025-10-13	-
Structured form messaging for Apple Messages for Business	UI/UX	2025-09-22	-
User-level caller ID selection for non-acd calls	UI/UX	2025-09-22	-
Agents can define their own unavailable times for scheduling	UI/UX	2025-09-08	-
Apple Messages for Business	UI/UX	2025-08-18	-
Workforce management user rules for dynamic user groupings	UI/UX	2025-08-11	-
Dark and light theme selection for dashboards in analytics workspace	UI/UX	2025-08-11	-
Support for Apple Pay Messaging in Genesys Cloud conversations	UI/UX	2025-08-04	-
Enhanced self-service with List Picker in Genesys Cloud	UI/UX	2025-08-04	-
Support for iMessage Apps in digital bot flows	UI/UX	2025-08-04	-
Reprocess interactions in speech and text analytics (STA)	UI/UX	2025-07-21	-
Conversation Attribute Schema Management interface	UI/UX	2025-06-02	-
Easier call handling from notifications in Genesys Cloud	UI/UX	2025-06-09	-
Summary chart included in .pdf export	UI/UX	2025-06-02	-
New Genesys Cloud Administrator menu category	UI/UX	2025-05-12	-
Administrator control restricts emoji use in agent messaging	UI/UX	2025-05-12	-
Telephony Admin UI: Cloud media visibility update	UI/UX	2025-01-20	-
Agent greetings for ACD voice calls	UI/UX	2025-04-28	-
Genesys Cloud Resource Center moves to a new URL with navigation and accessibility improvements	UI/UX	2025-04-28	-
Improved email UI from the Admin menu	UI/UX	2025-04-15	-
New interaction window for embedded clients	UI/UX	2025-02-24	-
OAuth client secret no longer visible after creation	UI/UX	2025-02-10	-
Enhancing data sovereignty with New Relic EU data center adoption	UI/UX	2025-01-27	-
Upcoming changes to AI Experience tokens and speech and text analytics	UI/UX	2025-01-20
White label branding for PDF exports	UI/UX	2024-12-23	-
New Multi-Factor Authentication (MFA) device options	UI/UX	2024-09-16	-
Division-specific role assignments	UI/UX	2024-05-13	-
UI updates for the people configuration and settings pages	UI/UX	2024-01-10	-
Bring Your Own Technology (BYOT) Rate E for Audio Connectors and Rate A for third-party TTS changes	Platform	2025-11-18	January 1, 2026 (unless otherwise stated)
Operational Console shows CPS limit events	Platform	2025-11-03	-
Disaster recovery routing for Genesys Cloud Voice traffic	Platform	2025-09-15	-
Revised BYOC trunk metrics to support call session service	Platform	2025-09-01	-
Genesys Cloud to enable answering calls from desktop or browser notifications	Platform	2025-06-30	-
Simplified organization switching coming to Genesys Cloud	Platform	2025-05-05	-
Upcoming release of new usage query service with expanded data access and pagination	Platform	2025-04-21	-
Support for SMS Messaging in the Philippines	Platform	2025-03-31	-
Changes to SMS Messaging in Iran	Platform	2025-03-31	-
Customer owned WhatsApp business account transfer in Genesys Cloud	Platform	2024-11-04	-
Deprecation: Ability for administrators to log in using user name and password only	Deprecation	2025-11-10	2026-02-09
Deprecation: Token Implicit Grant (Browser) option for OAuth authorization	Deprecation	2025-11-10	2026-03-09
Deprecation: Genesys Cloud SSO certificate expiry	Deprecation	2025-10-06	2025-12-10
Deprecation: Agent assistance	Deprecation	2025-09-01	2026-01-31
Deprecation: Mobile Messenger legacy Android and iOS code removal	Deprecation	2025-08-11	2026-01-19
Deprecation of Pointillist	Deprecation	2025-08-11	2026-07-31
Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices	Deprecation	2025-04-14	-
Deprecation: BYOC Cloud SIP TLS ciphers	Deprecation	2025-03-24	2026-03-09
Deprecation: Billing and usage APIs and User Interface	Deprecation	2025-03-10
Deprecation: BYOC-Premises – Genesys Hardware Solution	Deprecation	2025-03-01	2026-12-01
Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Bot	Deprecation	2024-11-04	2027-05-31
Deprecation: Current Open Messaging Inbound Endpoint	Deprecation	2024-06-24	2026-03-02

Review early announcements of upcoming changes that have significant impact on the Genesys Cloud user interface or to the user experience. When these features become generally available in production, release notes will communicate full details. 

Details	Announced on (YYYY-MM-DD)	Planned effective date (YYYY-MM-DD)
Details	Announced on (YYYY-MM-DD)	Planned effective date (YYYY-MM-DD)
Custom prompts in advanced summary configurations	2025-11-24	-
UX refresh included in the filter panel in dynamic views	2025-04-28	-
Enhanced social escalation for owned social media content	2025-11-17	-
Exposing Agent Copilot’s trigger events	2025-11-17	-
Presence management support in the Communicate Mobile App	2025-11-17	-
Delivery of social listening and response offer for Google Business Profile channel	2025-11-17	-
Enhanced filter panel in Performance views	2025-11-10	-
Multilingual Agent Copilot support for queues with multiple languages	2025-11-10
Improved data table component for Performance views	2025-11-10	-
Genesys Cloud: Enhancing the new navigation experience with improved accessibility in the user settings menu	2025-11-10	-
Surfacing the current active customer intent on the agent UI	2025-11-03	-
Improved bulk metric exports in Analytics Performance views	2025-11-03	-
Accessibility improvements for the “Start a conversation” modal	2025-11-03	-
Predictive routing throughput performance report	2025-10-27	-
Collaborate Activity Stream added to top-level menu	2025-10-16	-
Genesys Cloud Voice and BYOC Cloud Usage report	2025-10-13	-
Predictive routing throughput performance report	2025-10-13	-
Structured form messaging for Apple Messages for Business	2025-09-22	-
User-level caller ID selection for non-acd calls	2025-09-22	-
Agents can define their own unavailable times for scheduling	2025-09-08	-
Apple Messages for Business	2025-08-18	-
Workforce management user rules for dynamic user groupings	2025-08-11	-
Dark and light theme selection for dashboards in analytics workspace	2025-08-11	-
Support for Apple Pay Messaging in Genesys Cloud conversations	2025-08-04	-
Enhanced self-service with List Picker in Genesys Cloud	2025-08-04	-
Support for iMessage Apps in digital bot flows	2025-08-04	-
Reprocess interactions in speech and text analytics (STA)	2025-07-21	-
Conversation Attribute Schema Management interface	2025-06-02	-
Easier call handling from notifications in Genesys Cloud	2025-06-09	-
Summary chart included in .pdf export	2025-06-02	-
New Genesys Cloud Administrator menu category	2025-05-12	-
Administrator control restricts emoji use in agent messaging	2025-05-12	-
Telephony Admin UI: Cloud media visibility update	2025-01-20	-
Agent greetings for ACD voice calls	2025-04-28	-
Genesys Cloud Resource Center moves to a new URL with navigation and accessibility improvements	2025-04-28	-
Improved email UI from the Admin menu	2025-04-15	-
New interaction window for embedded clients	2025-02-24	-
OAuth client secret no longer visible after creation	2025-02-10	-
Enhancing data sovereignty with New Relic EU data center adoption	2025-01-27	-
Upcoming changes to AI Experience tokens and speech and text analytics	2025-01-20
White label branding for PDF exports	2024-12-23	-
New Multi-Factor Authentication (MFA) device options	2024-09-16	-
Division-specific role assignments	2024-05-13	-
UI updates for the people configuration and settings pages	2024-01-10	-

Past User interface and user experience announcements

Details	Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)
Details	Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)
Automated completion of AI-answered agent evaluations	2025-11-03	2025-11-17
New adherence widget in agent overview screen	2025-10-27	2025-11-17
Agents can view published schedules of their management unit	2025-09-22	2025-10-06
Agent checklists in Copilot	2025-09-08	2025-11-03
Improved reliability and consistency for AI guides	2025-09-08	2025-11-10
Virtual agent support for answer generation from multiple knowledge articles	2025-09-08	2025-10-20
AI generated answers auto-suggested in agent copilot	2025-09-01	2025-11-03
Send file attachments from bots across digital channels	2025-08-18	2025-09-08
Updated integrations UI moves to modern framework for improved consistency and maintainability	2025-08-11	2025-09-22
New setting to restrict outbound email recipients by domain allow list	2025-08-11	2025-11-10
Time-based and duration-based conditions in campaign rules	2025-08-11	2025-09-29
Control workitem layout and visibility with new custom interaction panels	2025-08-04	2025-09-08
Workforce management block scheduling for intra-day work assignments	2025-07-28	2025-10-20
Identity stitching and journey support coming to authenticated web messaging	2025-07-28	2025-11-03
Mobile push notifications for web messaging to keep customers informed while offline	2025-07-14	2025-08-25
Upcoming removal of limit on restored archived recordings	2025-07-07	2025-07-21
Improved call history clarity for group ring calls	2025-07-07	2025-08-25
Focus mode for Agent UI	2025-06-30	2025-07-28
Topic Miner improvements: greater control and cleaner results	2025-06-30	2025-07-28
Configurable outbound routes for customer first callbacks	2025-06-30	2025-07-21
Scheduled exports moving from Inbox to Performance Workspace	2025-06-23	2025-07-28
Voice messaging on WhatsApp coming to Genesys Cloud	2025-06-23	2025-09-22
New unified navigation experience coming to Genesys Cloud	2025-06-23	2025-09-29
Profile Panel support for workitems customer context management	2025-06-16	2025-08-04
OAuth Client Secret no longer visible in the Admin UI after creation or reset	2025-06-16	2025-08-11
Instagram support coming to Genesys Cloud social for unified customer engagement	2025-06-09	2025-06-30
New primary filter option for workitem types in List View	2025-05-26	2025-06-30
Improved flexibility in workforce planning with a new capacity planning feature	2025-05-19	2025-06-30
Configure X (formerly Twitter) integration sizes directly within the integration interface	2025-05-05	2025-06-16
Time and date-based conditions coming to outbound dialing call rules	2025-05-12	2025-06-09
Customizable interaction summaries coming to Agent Copilot and more	2025-05-12	2025-08-04
Enhanced voice consult experience and new digital warm transfer feature	2025-04-28	2025-11-17
Type-based filtering coming to work automation list view	2025-04-28	2025-06-30
Enhanced conditional routing with conditional group activation (CGA)	2025-04-21	2025-08-04
Campaign scheduler to support divisions for improved access control and clarity	2025-04-21	2025-08-18
New navigation and UI enhancements coming to Genesys Cloud	2025-04-15	2025-08-11
Alert volume control during calls coming to the Genesys Cloud web app	2025-04-14	2025-08-11
Genesys Cloud improves evaluation submission navigation	2025-03-31	2025-07-07
Support for timeslot selection in Messenger	2025-03-31	2025-06-23
New context-aware help panel in Architect	2025-03-24	2025-05-05
Division support for External Contacts CSV bulk import	2025-03-17	2025-04-14
Gamification contests coming to Genesys Cloud	2025-03-17	2025-03-31
Genesys Cloud to support Outbound WhatsApp Campaigns	2025-03-17	2025-03-31
Introducing Genesys Cloud social	2025-03-03	2025-03-17
Improved auto-answer configuration and toast message control	2025-03-10	2025-03-17
Upcoming enhancements to Genesys Cloud Agent Scripting	2025-03-10	2025-08-11
Genesys Cloud to deprecate the Overview (Evaluations) page under Performance	2025-04-07	2025-07-07
Expanded file support and UI enhancements for SMS and MMS	2025-03-10	2025-03-24
Improved voice campaign diagnostics with actionable insights	2025-03-03	2025-04-28
Segment assignment for external contacts	2025-02-17	2025-08-25
Event card editing and visualization in Journey Canvas	2025-02-24	2025-05-19
Work automation list view with OR operator for flexible searches	2025-02-24	2025-03-17
Improved event list organization for enhanced journey building	2025-02-17	2025-05-19
Improved icon visibility for key communication channels	2025-02-17	2025-03-03
Agent Timeline view	2025-02-17	2025-03-31
Improved screen recording playback with choice of audio synchronization	2025-02-17	2025-05-05
External contact names visible in call history and voicemails	2025-02-03	2025-02-17
Improved work automation UI for better admin and builder experience	2025-01-20	2025-02-03
Improved agent name display for third-party integrations	2025-01-27	2025-02-17
Improved Wrap-up Panel UI	2025-01-27	2025-03-24
Enhanced historical data import: support for multiple files	2025-01-20	2025-02-03
Enhanced control for external contacts and organizations by division	2025-01-06	2025-04-07
SSO integration capacity in Genesys Cloud	2024-11-19	2025-07-07
On-demand translation of interaction transcripts	2024-12-09	2025-03-24
New reporting and filtering options in Genesys Cloud for enhanced team performance insights	2024-11-11	2025-01-20
External Contacts profile panel	2024-11-11	2025-01-27
Improved accessibility features coming to Genesys Cloud	2024-11-06	2024-11-11
Custom attributes filtering and improved panel layout	2024-11-04	2024-11-18
Admin interface: Task Management renamed to Work Automation	2024-11-04	2025-03-03
Automatic sync of approved time off requests to published schedules	2024-10-28	2025-01-27
Introducing enhanced access control with attribute-based policies	2024-10-21	2025-03-31
Enhanced Genesys Cloud notes panel UI	2024-10-14	2025-03-24
Flow size insights in Genesys Cloud architect	2024-10-14	2024-12-09
Login banner to ensure compliance with regulatory standards	2024-09-23	2025-01-27
Improved card management in Architect builders with drag-and-drop functionality	2024-09-16	2024-10-28
Enhanced external contact management via bulk .csv import	2024-08-19	2024-11-18
Collapsible prerequisites section in upcoming Genesys Cloud release	2024-08-19	2024-09-02
Enhanced queue activation panel with search and pagination	2024-08-12	2024-09-09
Enhanced Genesys Cloud content search view	2024-08-12	2024-12-16
Collaborate chat web directory UI decomposition	2024-08-12	2024-11-18
UI enhancements in Genesys Cloud’s WFM admin modules	2024-08-05	2024-10-07
Enhanced agent and supervisor activity overview UI	2024-08-05	2024-10-07
Introducing funnel analysis – enhancing customer journey insights	2024-08-05	2024-09-02
Enhanced messenger configuration for GC admins	2024-07-29	2025-07-07
Work Automation UI improvements	2024-07-29	2024-09-02
Genesys Cloud screen recording playback UI refresh	2024-07-22	2024-09-02
Identifier claim reporting and visualization	2024-07-15	2024-10-14
Increased agent utilization capacity	2024-06-08	2024-07-10
Navigate to the interaction details view from the customer journey tab	2024-07-08	2024-09-16
Time-off limits screen updates	2024-07-01	2024-07-08
Introducing new digital-focused views in Genesys Cloud	2024-06-19	2024-07-22
Enhancements to Genesys Cloud voice number management interface	2024-06-24	2024-09-16
Default column view changes	2024-06-17	2024-09-16
Advanced filtering and column improvements for the Work Automation list view	2024-06-10	2024-09-16
Canned responses agent panel	2024-05-20	2025-01-20
Agent status view with secondary status indicators	2024-05-13	2024-07-29
Subscription / billing aggregation figures	2024-05-02	2024-05-20
Export service notifications	2024-04-29	2024-06-03
Dictionary management	2024-04-22	2024-06-17
Admin user interface enhancements	2024-04-15	2024-06-03
Enhanced outcome threshold solution	2024-04-15	2024-05-13
Introducing Journey Analyzer for Genesys Cloud Journey Management	2024-03-18	2024-09-02
Workspace column selector refresh	2024-03-18	2024-05-06
Queue Segmentation for Canned Responses	2024-03-04	2024-05-27
Enhanced configuration and migration process for AudioHook Monitor	2024-02-28	2024-06-03
Time zone management in Genesys Cloud workspaces	2024-02-28	2024-04-15
Export panel UI improvements	2024-02-28	2024-05-20
Canned responses Admin UI refresh	2024-02-28	2024-05-06
Staffing groups for enhanced time-off management	2024-02-21	2024-03-11
Agent messaging UI improvements	2024-02-21	2024-11-11
Collapsible cards in Architect actions	2024-02-21	2024-07-01
Refreshed email UI from the Admin menu	2024-02-21	2025-05-05
Agent dashboard email component update	2024-02-14	2024-04-22
Enabling agents to create conferences	2024-02-07	2024-02-28
Dashboard UI updates	2024-02-07	2024-09-23
Utilization labels	2024-02-07	2024-03-11
Digital channels participant information update	2024-01-17	2024-02-21
Improved blind transfers for agent-to-agent digital interactions	2023-12-11	2024-01-10
Analytics workspace tabs update	2023-11-15	2023-12-20
Callback analytics improvements	2023-11-15	2024-02-27
Agent UI multiple contextual panels	2023-11-15	2025-08-11
Updated Workforce Management navigation menu	2023-11-08	2024-01-17
Updated journey tracking capabilities	2023-11-08	2023-12-13
Updated UI representation for the Attach New Addresses’ Option in Message Routing option	2023-10-12	2024-02-07
Removed the chart at the top of the Subscription or Billing & Usage UI	2023-09-13	2023-09-27
Agent UI and workflow improvements	2023-02-09	2023-10-18
Updated Genesys Cloud screen iconography	2023-06-23	2023-07-08

Review the following table for information about Genesys Cloud deprecations, including breaking and non-breaking API changes, end of support for third-party software, and changes to permissions or configurations. For more information, see Genesys Cloud deprecation and removal process. 

Details	Announced on (YYYY-MM-DD)	Planned effective date (YYYY-MM-DD)
Details	Announced on (YYYY-MM-DD)	Planned effective date (YYYY-MM-DD)
Deprecation: Ability for administrators to log in using user name and password only	2025-11-10	2026-02-09
Deprecation: Token Implicit Grant (Browser) option for OAuth authorization	2025-11-10	2026-03-09
Deprecation: Genesys Cloud SSO certificate expiry	2025-10-06	2025-12-10
Deprecation: Agent assistance	2025-09-01	2026-01-31
Deprecation: Mobile Messenger legacy Android and iOS code removal	2025-08-11	2026-01-19
Deprecation of Pointillist	2025-08-11	2026-07-31
Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices	2025-04-14	-
Deprecation: BYOC Cloud SIP TLS ciphers	2025-03-24	2026-03-09
Deprecation: Billing and usage APIs and User Interface	2025-03-10
Deprecation: BYOC-Premises – Genesys Hardware Solution	2025-03-01	2026-12-01
Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Bot	2024-11-04	2027-05-31
Deprecation: Current Open Messaging Inbound Endpoint	2024-06-24	2026-03-02

Past Deprecations

Details	Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)
Details	Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)
Deprecation of contact.mergeOperation field in External Contacts API	2025-07-21	2025-11-17
Deprecation of current External Contacts Merge Endpoint	2025-07-21	2025-11-17
Deprecation: Removal of Webhooks integration for chat notification	2025-07-07	2025-08-06
Deprecation: Windows 10 support for GCBA	2025-06-23	2025-10-14
2024 Genesys CIDR expansion and firewall progress	2024-05-27	2025-05-05
Deprecation: Analytics Transcripts Query Endpoint API	2025-05-05	2025-06-05
Deprecation: Windows 10 support for the desktop app	2025-04-14	2025-10-14
Deprecation: Workforce management historical data import delete and replace current job API endpoints	2025-04-28	2025-06-01
Deprecation: Mobile messenger localization file storage S3 bucket	2025-04-28	2025-10-31
Deprecation: Permission enforcement change to update another user’s presence with the PATCH API	2025-04-21	2025-07-20
Deprecation: Amazon Lex V1 bot integration	2025-03-31	2025-09-15
Deprecation: Genesys Enhanced TTS – Google European Voices	2025-03-17	2025-04-15
Deprecation: Auto answer toast	2025-03-10	2025-03-17
Deprecation: Configurable session persistence methods in Messenger	2024-09-16	2025-01-27
Deprecation: Deprecation and end of sale of Agent Assist via AI tokens	2024-12-05	2025-06-09
Deprecation: Genesys Cloud Supervisor app for iPad	2024-07-15	2024-11-11
Deprecation: Predictive Engagement Support for ACD Web Chat (Version 2)	2024-07-15	2025-06-11
Deprecation: Removal of ACD Web Chat (version 2)	2024-06-10	2025-06-11
2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP	2024-05-28	2024-09-03
2024 Genesys CIDR expansion and firewall requirements notification – commercial	2024-05-27	2025-05-03
Deprecation: BYOC Premises Edge Remote Survivability	2024-05-27	2025-06-30
Deprecation: Smart Tags	2019-09-12	2019-10-16
Deprecation: Journey history data retention period change	2021-02-17	2021-05-26
Deprecation: Webhooks	2021-02-17	2021-05-19
Deprecation: Outcome limitation change	2021-04-21	2021-06-14
Deprecation: Select mappable customer traits	2021-05-19	2021-07-28
Deprecation: Journey Reporting Service	2021-06-30	2021-08-11
Deprecation: Website visitor count API change	2022-04-13	2022-08-17
Deprecation: Mobile Messenger SDK for React Native apps	2024-04-08	2024-07-08
Deprecation: Native X (formerly Twitter) third-party messaging channel	2024-03-11	2024-04-11
Deprecation: Removal of Adobe data actions integration	2024-02-14	2024-05-15
Deprecation: Legacy co-browse and screen share	2024-01-24	2025-01-27
Deprecation: Removal of ACD Web Chat (version 1)	2024-01-24	2025-01-27
Deprecation: Google Agent Assist for Genesys Cloud	2024-01-24	2024-10-07
Deprecation: Pointillist Community feature	2023-12-20	2024-02-15
Deprecation: Genesys Cloud SSO certificate expiry	2023-12-13	2024-01-01
Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication	2023-12-13	2024-06-12
Deprecation: Current historical adherence query route	2024-02-07	2024-04-24
Deprecation: Native LINE third-party messaging channel	2023-11-01	2024-04-24
Deprecation: Removal of consult transfer controls from the interaction utility window in embedded clients	2023-10-05	2024-01-09
Deprecation: Active screen recordings UI	2023-09-07	2024-05-20
Deprecation: Outbound Search Audits view	2023-08-02	2024-03-11
Deprecation: CX digital agent workspace	2023-06-28	2023-08-30
CIDR IP address range expansion for cloud media services in new regions	2023-06-21	2023-11-01
Deprecation: Legacy alerting system	2023-06-14	2024-07-01
Deprecation: Existing permission to view Live Now replaced by a new permission	2023-03-24	2023-06-21
Deprecation: Search Audits APIs	2023-05-10	2023-10-11
Deprecation: Search Audits view	2023-05-10	2023-08-15
Deprecation: Journey customer service	2023-05-10	2023-06-07
Deprecation: Static data actions for web service data actions integration	2023-03-15	2023-03-29
Deprecation: BYOC Premises – Customer VM Solution	2023-05-03	2025-11-10
Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions	2023-03-15	2025-06-30
Deprecation: former customer journey tab	2023-02-22	2023-04-26
Deprecation: Legacy Genesys Dialog Engine	2023-02-22	2023-07-17
Deprecation: Knowledge workbench V1	2023-02-23	2023-05-29
Deprecation: journeyCustomer cookie id from GDPR API subjects response contract	2023-02-22	2023-03-24
Deprecation: Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app	2023-01-25	2023-10-10
Deprecation: Select filters on journey event metrics	2023-01-25	2023-03-22
Deprecation: identify journey SDK method	2023-01-18	2023-01-31
Deprecation: OS Family attribute	2022-12-21	2023-01-18
API endpoint change for local key settings in recording service	2022-11-02	2023-02-01
Genesys Cloud SSO certificate expiry	2022-10-19	2022-12-13
CIDR IP address range expansion for cloud media services	2022-10-19	2023-03-01
Deprecation: Windows 7 support for the desktop app	2022-08-17	2022-12-21
Deprecation: Microsoft Edge Legacy browser support	2022-08-10	2022-12-07
API default profile change for gamification metrics	2022-06-22	2022-10-26
Deprecation: Canned reports	2022-06-22	2024-03-20
Deprecation: Non-consecutive time-off requests	2022-02-09	2022-05-04
Deprecation: Get Journey Sessions by Customer action	2022-01-19	2022-02-23
Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI	2021-12-22	2025-09-30
Deprecation: Removal of the horizontal script panel	2021-12-22	2022-03-09
Workforce management adherence notifications permissions change	2021-12-08	2022-04-27
API endpoint change for supported topic spotting dialects	2021-09-01	2022-02-02
Maximum calls setting for BYOC Cloud change	2021-08-25	2021-10-27
Recording service API metadata endpoint annotation deprecation	2021-07-28	2021-11-10
Deprecation: Remote station calling in the Collaborate app	2021-07-14	2021-11-03
Facebook Messenger HUMAN_AGENT message tag deprecation	2021-06-16	2021-07-02
Incoming non-voice interaction alert ringtone change	2021-05-26	2021-06-09
Deprecation: Keyword spotting endpoints	2021-04-28	2021-04-28
Deprecation: Coaching permissions change	2021-03-31	2021-04-28
Topics and programs audit events name change	2021-03-24	2021-06-16
Quality Management Audit API change	2021-03-21	2021-08-11
CIDR IP address range for cloud media services change	2020-11-04	2021-04-30
Replace call with voice in Sentiment Aggregates API change	2020-12-09	2021-02-10
Create Site API call attribute requirement change	2020-11-04	2021-02-03
Default word confidence change in speech and text analytics settings	2020-10-14	2020-11-18
Limit interaction history for external contacts and organizations to 365 days	2020-10-14	2021-01-13
Screen recording policy changes for Genesys Cloud CX 2 users	2020-10-07	2020-11-04
Deprecation: Genesys Cloud Ruby SDK	2020-09-30	2021-06-30
Deprecation: Export Media Types and Role real-time columns data into .csv files	2020-09-23	2021-01-13
Analytics Conversation Detail Endpoint API maximum record per query change	2020-09-09	2020-12-09
Analytics Conversation Detail Endpoint API query interval change	2020-09-09	2020-12-16
Analytics User Detail Endpoint API query interval change	2020-09-09	2020-12-16
Deprecation: Internet Explorer support for the Genesys Cloud embedded clients	2020-08-19	2020-10-21
Deprecation: Skype for Business integration	2020-08-12	2021-07-31
Deprecation: TLS 1.1 protocol	2020-05-13	2020-07-29
Screen recording, evaluations, and surveys permissions change	2020-05-06	2020-06-24
Deprecation: Contact Center dashboard	2020-03-04	2020-04-29
ACD routing permissions change	2020-02-19	2020-04-18
Deprecation: TLS 1.0 for data actions	2020-02-19	2020-04-01
Deprecation: WFM short-term forecast Average Talk Time and After Call Work metrics	2020-02-19	2020-05-06
Deprecation: iOS Supervisor chat	2019-12-18	2020-02-19
Deprecation: Long polling for Genesys Cloud clients and network configurations	2019-11-20	2020-07-01
Deprecation: Classic Queues views	2019-09-25	2020-01-08
Deprecation: LinkedIn Profile Import	2019-07-31	2019-07-31
Deprecation: Internet Explorer 11 support for web app and Architect	2019-05-29	2019-12-04
Deprecation: Classic Agents Performance views	2019-05-22	2019-08-14
Deprecation: Social channel management	2019-04-03	2019-08-28
Deprecation: TURN port range	2019-02-27	2019-05-31
Deprecation: Auditing features in Documents	2019-02-06	2025-03-17
Deprecation: Legacy permissions	2019-02-01	2019-04-01
Deprecation: Outbound Campaign: Detailed Attempt History report	2019-01-30	2019-05-22
Deprecation: Genesys Cloud Bridge integrations	2019-01-16	2022-06-15
Deprecation: Agent dashboard	2019-01-10	2019-05-22
Deprecation: Edit profile functionality on mobile apps	2017-11-14	2019-02-20
Deprecation: PureCloud for Chrome (app and extension)	2018-08-01	2018-08-01
Deprecation: Website-only web chat configuration	2018-07-25	2018-12-12
Deprecation: Full-text indexing of files in Documents	2018-07-25	2018-10-31
Deprecation: Zendesk data dip connector	2017-11-15	2018-05-16
Deprecation: Microsoft Dynamics CRM data dip connector	2017-10-25	2018-04-30
Deprecation: Attributes for Documents	2017-10-04	2017-12-04
Deprecation: Access control based on role name	2017-08-09	2017-11-15
Deprecation: Oracle Service Cloud data dip connector	2017-08-01	2017-09-01
Deprecation: Salesforce data dip connector	2017-08-01	2018-08-01
Deprecation: SharePoint Connector	2017-08-01	2017-09-01
Deprecation: UltiPro Connector	2017-05-01	2017-11-01
Deprecation: Admin > Directory external contacts	2017-04-12	2017-07-12
Deprecation: Documents for iOS and Android	2017-02-22	2017-05-24
Deprecation: Field level permissions	2017-09-01	2017-12-01

Note: The Developer Forum also lists API deprecations and changes.

To learn more about upcoming features planned for the next Genesys Cloud release, see Features coming soon. 

Details	Announced on (YYYY-MM-DD)	Planned effective date (YYYY-MM-DD)
Details	Announced on (YYYY-MM-DD)	Planned effective date (YYYY-MM-DD)
Bring Your Own Technology (BYOT) Rate E for Audio Connectors and Rate A for third-party TTS changes	2025-11-18	January 1, 2026 (unless otherwise stated)
Operational Console shows CPS limit events	2025-11-03	-
Disaster recovery routing for Genesys Cloud Voice traffic	2025-09-15	-
Revised BYOC trunk metrics to support call session service	2025-09-01	-
Genesys Cloud to enable answering calls from desktop or browser notifications	2025-06-30	-
Simplified organization switching coming to Genesys Cloud	2025-05-05	-
Upcoming release of new usage query service with expanded data access and pagination	2025-04-21	-
Support for SMS Messaging in the Philippines	2025-03-31	-
Changes to SMS Messaging in Iran	2025-03-31	-
Customer owned WhatsApp business account transfer in Genesys Cloud	2024-11-04	-

Past Platform announcements

Details	Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)
Details	Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)
groupId now populated for subsequent participant segments	2025-10-06	2025-11-03
Enhanced flexibility in activity code mapping and adherence settings	2025-10-06	2025-10-20
AI model update for answer highlights in Agent Copilot and Virtual Agent	2025-09-15	2025-11-10
Automatic handling of inactive messaging interactions	2025-08-18	2025-11-17
Audio Connector support added to secure call flows in Architect	2025-08-11	2025-09-15
Bring your own SMS Provider (SMPP) support coming to Genesys Cloud	2025-08-04	2025-09-29
Genesys Cloud to support WhatsApp’s new per-message pricing model	2025-06-12	2025-07-07
Policy-based station-side call recording expands internal call coverage	2025-05-26	2025-07-07
New Virtual Agent Performance dashboard offers clear insights for all stakeholders	2025-05-19	2025-07-21
Console log service to support historical log caching for easier troubleshooting	2025-04-28	2025-06-02
More granular control over agent transfer permissions	2025-04-21	2025-11-17
Genesys Cloud digital channels pricing updates	2025-04-16	2025-06-23
AI-powered email routing and responses	2025-04-07	2025-04-28
New permission for email sending in Genesys Cloud	2025-03-31	2025-06-02
Streamlined license usage logic for greater flexibility	2025-01-20	2025-02-17
SMS opt-out detection update	2024-11-11	2025-04-14
Extended content search look back period	2024-08-12	2024-10-07
Genesys Cloud content delivery: transition to CloudFront URLs	2024-07-08	2024-10-28
UK Longcode Registration Requirement for SMS	2024-07-08	2024-09-30
Audit data retention period	2024-05-13	2024-11-11
Genesys Cloud transfer features update	2024-05-13	2024-08-02
Japanese translation of Export reports inconsistency	2024-05-13	2024-07-01
Advanced Architect execution data capabilities	2024-04-01	2024-07-22
Genesys Cloud Voice rate card changes	2024-02-28	2024-06-01
Nuance Recognizer ASR	2024-02-22	2024-04-08
Web messaging content profile support	2024-02-22	2024-04-08
Scheduled hybrid Genesys Cloud customer migrations	2024-01-31	2024-02-28
Enhanced security measures for failed Genesys Cloud logins	2024-02-07	2024-03-11
Migration procedures and media tier updates	2024-01-24	2024-02-28

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Article	Modified date (YYYY-MM-DD)	Change summary
Genesys Cloud security bulletins	2024-07-19	Added CrowdStrike outage bulletin.
Genesys subprocessors		Corrected an error in the PCA Predict (GBG) website listing.
Genesys Cloud Services terms and conditions	2025-11-21	Updated the Genesys Cloud Services Agreement to correct Section 8 from 8.1 to 8.2. Updated the European Union Services Agreement to align with the updated EU Data Act changes.
Genesys Cloud Product Support	2025-10-27	References to the Genesys Cloud menu options removed.
Genesys Cloud security policy	2025-06-16	Pointillist Service reference removed from the title
About ports and services for your firewall	2024-10-23	Added links for finding IP addresses for Genesys AudioHook Monitor, Genesys Audio Connector, Genesys Bot Connector, and BYOT Speech-to-text (STT).
Genesys Cloud Service Level Agreement	2025-08-26	Under SLA credits, added definition and reference to customer organization, similar to organization ID referenced under Case Submission.
Genesys Cloud privacy policy	2025-02-19	Updated content.
Genesys Cloud system requirements	2025-11-17	Added Note about PCs should exceed the minimum system requirements when using the multiple contextual panels feature.