Genesys Cloud announcements

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.

DetailsTypeAnnounced on
(YYYY-MM-DD)		 Planned effective date
(YYYY-MM-DD)
DetailsTypeAnnounced on
(YYYY-MM-DD)		 Planned effective date
(YYYY-MM-DD)
Campaign scheduler to support divisions for improved access control and clarity UI/UX 2025-04-21 -
Deprecation: Permission enforcement change to update another userโ€™s presence with the PATCH API Deprecation 2025-04-21 2025-07-20
Enhanced conditional routing with Conditional Group Activation (CGA) UI/UX 2025-04-21 -
More granular control over agent transfer permissions Platform 2025-04-21 -
Type-based filtering coming to Work Automation list view UI/UX 2025-04-21 -
Upcoming release of new usage query service with expanded data access and pagination Platform 2025-04-21 -
Genesys Cloud digital channels pricing updates Platform 2025-04-16 -
Improved email UI from the Admin menu UI/UX 2025-04-15 -
New navigation and UI enhancements coming to Genesys Cloud UI/UX 2025-04-15 -
Alert volume control during calls coming to the Genesys Cloud web app UI/UX 2025-04-14 -
Deprecation: Genesys Enhanced TTS โ€“ Microsoft Azure and Google Voices Deprecation 2025-04-14 2025-09-29
AI-powered email routing and responses Platform 2025-04-07 -
Genesys Cloud to deprecate the Overview (Evaluations) page under Performance UI/UX 2025-04-07 -
Changes to SMS Messaging in Iran Platform 2025-03-31 -
Deprecation: Amazon Lex V1 bot integration Deprecation 2025-03-31 2025-09-15
Genesys Cloud improves evaluation submission navigation UI/UX 2025-03-31 -
New permission for email sending in Genesys Cloud Platform 2025-03-31 -
Support for SMS Messaging in the Philippines Platform 2025-03-31 -
Support for timeslot selection in Messenger UI/UX 2025-03-31 -
Deprecation: BYOC Cloud SIP TLS ciphers Deprecation 2025-03-24 TBD
New context-aware help panel in Architect UI/UX 2025-03-24 -
Deprecation: Billing and usage APIs and User Interface Deprecation 2025-03-10 2025-08-01
Upcoming enhancements to Genesys Cloud Agent Scripting UI/UX 2025-03-10 -
Improved voice campaign diagnostics with actionable insights UI/UX 2025-03-03 -
Deprecation: BYOC-Premises โ€“ Genesys Hardware Solution Deprecation 2025-03-01 2026-12-01
Event card editing and visualization in Journey Canvas UI/UX 2025-02-24 -
New interaction window for embedded clients UI/UX 2025-02-24 -
Improved event list organization for enhanced journey building UI/UX 2025-02-17 -
Segment assignment for external contacts UI/UX 2025-02-17 -
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 -
Deprecation: Deprecation and end of sale of Agent Assist via AI tokens Deprecation 2024-12-05 2025-05-26
SSO integration capacity in Genesys Cloud UI/UX 2024-11-19 -
Customer owned WhatsApp business account transfer in Genesys Cloud Platform 2024-11-04 -
Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Bot Deprecation 2024-11-04 2027-05-31
New Multi-Factor Authentication (MFA) device options UI/UX 2024-09-16 -
Enhanced messenger configuration for GC admins UI/UX 2024-07-29 -
Deprecation: Predictive Engagement Support for ACD Web Chat (Version 2) Deprecation 2024-07-15 2025-06-11
Deprecation: Current Open Messaging Inbound Endpoint Deprecation 2024-06-24 2025-04-30
Deprecation: Removal of ACD Web Chat (version 2) Deprecation 2024-06-10 2025-06-11
2024 Genesys CIDR expansion and firewall requirements notification โ€“ commercial Deprecation 2024-05-27 2025-05-03
Deprecation: BYOC Premises Edge Remote Survivability Deprecation 2024-05-27 2025-06-30
Division-specific role assignments UI/UX 2024-05-13 -
Refreshed email UI from the Admin menu UI/UX 2024-02-21 -
UI updates for the people configuration and settings pages UI/UX 2024-01-10 -
Deprecation: BYOC Premises โ€“ Customer VM Solution Deprecation 2023-05-03 2025-05-26
Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions Deprecation 2023-03-15 2025-06-30
Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI Deprecation 2021-12-22 2025-09-30
Showing 1 to 50 of 50 entries

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. 

DetailsAnnounced on
(YYYY-MM-DD)		 Planned effective date
(YYYY-MM-DD)
DetailsAnnounced on
(YYYY-MM-DD)		 Planned effective date
(YYYY-MM-DD)
Type-based filtering coming to Work Automation list view 2025-04-21 -
Enhanced conditional routing with Conditional Group Activation (CGA) 2025-04-21 -
Campaign scheduler to support divisions for improved access control and clarity 2025-04-21 -
New navigation and UI enhancements coming to Genesys Cloud 2025-04-15 -
Improved email UI from the Admin menu 2025-04-15 -
Alert volume control during calls coming to the Genesys Cloud web app 2025-04-14 -
Genesys Cloud to deprecate the Overview (Evaluations) page under Performance 2025-04-07 -
Genesys Cloud improves evaluation submission navigation 2025-03-31 -
Support for timeslot selection in Messenger 2025-03-31 -
New context-aware help panel in Architect 2025-03-24 -
Upcoming enhancements to Genesys Cloud Agent Scripting 2025-03-10 -
Improved voice campaign diagnostics with actionable insights 2025-03-03 -
New interaction window for embedded clients 2025-02-24 -
Event card editing and visualization in Journey Canvas 2025-02-24 -
Segment assignment for external contacts 2025-02-17 -
Improved event list organization for enhanced journey building 2025-02-17 -
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 -
SSO integration capacity in Genesys Cloud 2024-11-19 -
New Multi-Factor Authentication (MFA) device options 2024-09-16 -
Enhanced messenger configuration for GC admins 2024-07-29 -
Division-specific role assignments 2024-05-13 -
Refreshed email UI from the Admin menu 2024-02-21 -
Showing 1 to 25 of 26 entries

DetailsAnnounced on
(YYYY-MM-DD)		 Effective date
(YYYY-MM-DD)
DetailsAnnounced on
(YYYY-MM-DD)		 Effective date
(YYYY-MM-DD)
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
Improved auto-answer configuration and toast message control 2025-03-10 2025-03-17
Expanded file support and UI enhancements for SMS and MMS 2025-03-10 2025-03-24
Introducing Genesys Cloud social 2025-03-03 2025-03-17
Work automation list view with OR operator for flexible searches 2025-02-24 2025-03-17
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 2025-04-07
External contact names visible in call history and voicemails 2025-02-03 2025-02-17
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
Improved work automation UI for better admin and builder experience 2025-01-20 2025-02-03
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
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
Showing 1 to 25 of 78 entries

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. 

DetailsAnnounced on
(YYYY-MM-DD)		 Planned effective date
(YYYY-MM-DD)
DetailsAnnounced on
(YYYY-MM-DD)		 Planned effective date
(YYYY-MM-DD)
Deprecation: Permission enforcement change to update another userโ€™s presence with the PATCH API 2025-04-21 2025-07-20
Deprecation: Genesys Enhanced TTS โ€“ Microsoft Azure and Google Voices 2025-04-14 2025-09-29
Deprecation: Amazon Lex V1 bot integration 2025-03-31 2025-09-15
Deprecation: BYOC Cloud SIP TLS ciphers 2025-03-24 TBD
Deprecation: Billing and usage APIs and User Interface 2025-03-10 2025-08-01
Deprecation: BYOC-Premises โ€“ Genesys Hardware Solution 2025-03-01 2026-12-01
Deprecation: Deprecation and end of sale of Agent Assist via AI tokens 2024-12-05 2025-05-26
Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Bot 2024-11-04 2027-05-31
Deprecation: Predictive Engagement Support for ACD Web Chat (Version 2) 2024-07-15 2025-06-11
Deprecation: Current Open Messaging Inbound Endpoint 2024-06-24 2025-04-30
Deprecation: Removal of ACD Web Chat (version 2) 2024-06-10 2025-06-11
2024 Genesys CIDR expansion and firewall requirements notification โ€“ commercial 2024-05-27 2025-05-03
Deprecation: BYOC Premises Edge Remote Survivability 2024-05-27 2025-06-30
Deprecation: BYOC Premises โ€“ Customer VM Solution 2023-05-03 2025-05-26
Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions 2023-03-15 2025-06-30
Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI 2021-12-22 2025-09-30
Showing 1 to 16 of 16 entries

DetailsAnnounced on
(YYYY-MM-DD)		 Effective date
(YYYY-MM-DD)
DetailsAnnounced on
(YYYY-MM-DD)		 Effective date
(YYYY-MM-DD)
Deprecation: Genesys Enhanced TTS โ€“ 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: Genesys Cloud Supervisor app for iPad 2024-07-15 2024-11-11
2024 Genesys CIDR expansion and firewall requirements notification โ€“ FedRAMP 2024-05-28 2024-09-03
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: Current historical adherence query route 2024-02-07 2024-04-24
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: 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: 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
Showing 1 to 25 of 110 entries

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. 

DetailsAnnounced on
(YYYY-MM-DD)		 Planned effective date
(YYYY-MM-DD)
DetailsAnnounced on
(YYYY-MM-DD)		 Planned effective date
(YYYY-MM-DD)
More granular control over agent transfer permissions 2025-04-21 -
Upcoming release of new usage query service with expanded data access and pagination 2025-04-21 -
Genesys Cloud digital channels pricing updates 2025-04-16 -
AI-powered email routing and responses 2025-04-07 -
New permission for email sending in Genesys Cloud 2025-03-31 -
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 -
Showing 1 to 8 of 8 entries

DetailsAnnounced on
(YYYY-MM-DD)		 Effective date
(YYYY-MM-DD)
DetailsAnnounced on
(YYYY-MM-DD)		 Effective date
(YYYY-MM-DD)
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
Enhanced security measures for failed Genesys Cloud logins 2024-02-07 2024-03-11
Scheduled hybrid Genesys Cloud customer migrations 2024-01-31 2024-02-28
Migration procedures and media tier updates 2024-01-24 2024-02-28
Showing 1 to 15 of 15 entries

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