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

Why does Genesys deprecate features and functionality?

Occasionally, Genesys evolves and expands its technology in the spirit of continuous improvement, which requires Genesys to deprecate existing functionality in favor of the evolution. Maintenance of multiple versions of the same functionality impacts Genesys's ability to provide the most value to as many customers as possible. This practice affects the following areas:

  • Product development — A new feature is typically performed in a completely different way than the original feature it is replacing.
  • Support and documentation — Genesys must provide support and documentation for two different versions of the same feature.
  • Account management — Account Managers and Enablement Leads must establish which version of the feature that an organization uses.
  • The bottom line — New feature development often requires buying new infrastructure hardware or software licenses, but Genesys must maintain the old infrastructure or software to support customers that use the previous functionality.
  • Customers — Efforts to support the original feature can detract the focus and resources that make the new feature as valuable as possible.

How does Genesys evaluate the impact of a feature deprecation?

Product management leadership carefully analyzes the impact of the deprecation to our customers. Genesys considers how many customers actively use the feature, the history of customer feedback related to the feature, and how long customers need to prepare for the deprecation. 

Every deprecation candidate must be measured to determine the number of customers actively using it, so that Genesys can ensure that no customers are impacted when the deprecation goes into effect.

What happens when Genesys announces a deprecation?

When Genesys announces a feature deprecation, Genesys no longer makes enhancements or improvements to the feature they plan to deprecate. Genesys's intention is to inform you as early as possible and to help you if the change impacts you.

What communication does Genesys give for deprecation?

Genesys will notify you of the deprecation and any new functionality that may replace it via multiple channels: the Resource Center, email messages for affected account owners and administrators, and other methods as appropriate.

Genesys understands that for many customers, switching to a new process is not a singular effort. Customers who have an assigned Enablement Lead may receive personalized communication from your account team, in addition to email and in-product notifications. This personalized communication can include emails with specific instructions, a phone call to discuss the upgrade process, or engagement with our internal teams to ensure that your essential processes are preserved after you make the switch.

How much notice does Genesys give for deprecations?

Genesys attempts to give ample notice of a feature deprecation so that customers have time to prepare for it, if necessary. Genesys usually announces a deprecation 90 days before a feature is deprecated. However, based on the business impact, customer impact, and other factors, Genesys may opt for a shorter or longer announcement period. In general, the greater the impact to customers, the longer the announcement period. Previous deprecation announcement periods have lasted over a year due to the number of customers using the deprecated features and the amount of time those customers needed to move to the replacement technology.

If a feature is planned to be deprecated, but one or more customers are actively using it, Genesys will work with those customers to determine a mutually agreeable timeframe for the deprecation. If a deprecated feature is not being used by any customers then Genesys may deprecate the feature ahead of the announced deprecation date.

Can I keep the old feature or functionality?

No. When the deprecation date is reached, Genesys removes the feature from the platform.

To provide customers with the highest quality services possible, the platform must keep pace with evolving security, privacy, and regulatory requirements, as well as offer functionality that is simple and easy to use. That means that the product must change with the industry. When that happens, Genesys works diligently to minimize the impact to your organization.

Current deprecations and announcements 

Deprecation or announcement Announced on Effective date 
Deprecation: Native LINE third-party messaging channel November 1, 2023 April 24, 2024
Deprecation: Removal of consult transfer controls from the interaction window in embedded clients October 5, 2023 January 2, 2024
Deprecation: Active screen recordings UI September 07, 2023 March 27, 2024
Deprecation: Outbound Search Audits view August 2, 2023 November 3, 2023
Deprecation: CX digital agent workspace June 28, 2023 August 30, 2023
CIDR IP address range expansion for cloud media services in new regions June 21,2023 November 1, 2023
Deprecation: Legacy alerting system June 14, 2023 January 24, 2024
Deprecation: Existing permission to view Live Now replaced by a new permission May 24, 2023 June 21, 2023
Deprecation: Journey Customer Service May 10, 2023 June 7, 2023
Deprecation: BYOC Premises – Customer VM Solution May 3, 2023 January 20, 2024
Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions March 15, 2023 June 30, 2025
Deprecation: Legacy Genesys Dialog Engine February 22, 2023 July 17, 2023
Deprecation: Knowledge workbench V1 February 22, 2023 May 29, 2023
Deprecation: journeyCustomer cookie id from GDPR API subjects response contract February 22, 2023
May 24, 2023
Deprecation: Canned reports June 22, 2022 March 20, 2024
Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI December 22, 2021 Removal date postponed
Analytics Conversation Detail Endpoint API query interval change September 9, 2020 March 1, 2023
Deprecation or announcement Announced on Effective date
Deprecation: Search Audits APIs May 10, 2023 October 11, 2023
Deprecation: Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app February 1, 2023 October 10, 2023
Deprecation: Search Audits view May 10, 2023 August 15, 2023
Deprecation: former customer journey gadget February 22, 2023 April 26, 2023
Deprecation: Static data actions for web service data actions integration March 15, 2023 March 29, 2023
Deprecation: select filters on journey event metrics January 25, 2023 March 22, 2023
CIDR IP address expansion for cloud media services October 19, 2022 March 1, 2023
Deprecation: identify journey SDK method January 18, 2023 January 31, 2023
Deprecation: OS Family attribute December 21, 2022 January 18, 2023
API endpoint change for local key settings in recording service November 2, 2022 February 1, 2023
Genesys Cloud SSO certificate expiry October 19, 2022 December 13, 2022
Deprecation: Windows 7 support for the desktop app August 17, 2022 December 21, 2022
Deprecation: Microsoft Edge Legacy browser support August 10, 2022 December 7, 2022
API default profile change for gamification metrics June 22, 2022 October 26, 2022
Deprecation: Website visitor count API change April 13, 2022 August 17, 2022
Deprecation: Non-consecutive time-off requests February 9, 2022 May 4, 2022
Deprecation: Get Journey Sessions by Customer action January 19, 2022 February 23, 2022
Workforce management historical data import service JSON format endpoint deprecation December 22, 2021 December 22, 2021
Deprecation: Removal of the horizontal script panel December 22, 2021 March 9, 2022
Workforce management adherence permission change December 8, 2021 April 27, 2022
API endpoint change for supported topic spotting dialects September 1, 2021  February 2, 2022
Maximum calls setting for BYOC Cloud change August 25, 2021 October 27, 2021
Deprecation: Recording service API metadata endpoint annotation July 28, 2021 November 10, 2021
Deprecation: Collaborate call functionality on mobile devices deprecation July 14, 2021 November 3, 2021
Deprecation: Journey Reporting Service decommission June 30, 2021 August 11, 2021
Deprecation: Facebook Messenger HUMAN_AGENT message tag June 16, 2021 July 2, 2021
Incoming non-voice interaction alert ringtone change May 26, 2021 June 9, 2021
Deprecation: Journey JavaScript SDK specific mappable customer traits  May 19, 2021 July 28, 2021
Deprecation: Keyword spotting endpoints April 28, 2021 April 28, 2021
Predictive Engagement outcome limitation change April 21, 2021 June 14, 2021
Coaching permissions change March 31, 2021 April 28, 2021

Topics and programs audit events name change

March 24, 2021 June 16, 2021

Quality Management Audit API change

March 24, 2021 August 11, 2021

Deprecation: Predictive Engagement webhooks

February 17, 2021 May 19, 2021

Journey history data retention period change

February 17, 2021 May 26, 2021

CIDR IP address range for Cloud Media Services change

November 4, 2020 April 30, 2021

Replace call with voice in Sentiment Aggregates API change

December 9, 2020 February 10, 2021

Create Site API call attribute requirement change

November 4, 2020 February 3, 2021

Default word confidence change in speech and text analytics settings

October 14, 2020 November 18, 2020

Limit interaction history for external contacts and organizations to 365 days

October 14, 2020 January 13, 2021
Screen recording policy changes for Genesys Cloud CX 2 users October 7, 2020 November 4, 2020
Deprecation: Genesys Cloud Ruby SDK September 30, 2020 June 30, 2021
Deprecation: Export Media Types and Role real-time columns data into .csv files September 23, 2020 January 13, 2021
Analytics User Detail Endpoint API query interval change September 9, 2020 December 16, 2020
Analytics Conversation Detail Endpoint API maximum record per query change September 9, 2020 December 9, 2020
Deprecation: Internet Explorer support for the Genesys Cloud embedded clients August 19, 2020 October 21, 2020
Deprecation: Skype for Business integration August 12, 2020 July 31, 2021
Deprecation: TLS 1.1 protocol May 13, 2020 July 29, 2020
Screen recording, evaluations, and surveys permissions change May 6, 2020 June 24, 2020
Deprecation: Contact Center dashboard  March 4, 2020 April 29, 2020
Deprecation: TLS 1.0 for data actions February 19, 2020 April 1, 2020
ACD routing permissions change February 19, 2020 April 8, 2020
Deprecation: WFM short-term forecast Average Talk Time and After Call Work metrics February 19, 2020 May 6, 2020 (for all regions)
Deprecation: iOS Supervisor chat December 18, 2019 February 19, 2020
Deprecation: Long polling for Genesys Cloud clients and network configurations November 20, 2019 July 1, 2020
Deprecation: Predictive Engagement smart tags September 12, 2019 October 16, 2019
Deprecation: Classic Queues views September 25, 2019 January 8, 2020
Deprecation: LinkedIn Profile Import July 31, 2019 July 31, 2019
Deprecation: Internet Explorer 11 support for web app and Architect May 29, 2019 December 4, 2019
Deprecation: Classic Agents Performance views May 22, 2019 August 14, 2019
Deprecation: Social channel management April 3, 2019 August 28, 2019
Deprecation: TURN port range February 27, 2019 May 31, 2019
Deprecation: Auditing features in Documents February 6, 2019 Removal date postponed
Deprecation: Legacy permissions February 1, 2019 April 1, 2019
Deprecation: Outbound Campaign: Detailed Attempt History report January 30, 2019 May 22, 2019
Deprecation: Agent dashboard January 16, 2019 May 22, 2019
Deprecation: Genesys Cloud Bridge integrations January 16, 2019 June 15, 2022
Deprecation: PureCloud for Chrome (app and extension) August 1, 2018 August 1, 2018
Deprecation: Website-only web chat configuration July 25, 2018 December 12, 2018
Deprecation: Full-text indexing of files in Documents July 25, 2018 October 31, 2018
Deprecation: Zendesk data dip connector November 15, 2017 May 16, 2018
Deprecation: Edit profile functionality on mobile apps November 14, 2017 February 20, 2019
Deprecation: Microsoft Dynamics CRM data dip connector October 25, 2017 April 30, 2018
Deprecation: Attributes for Documents October 4, 2017 December 4, 2017
Deprecation: Access control based on role name August 9, 2017 November 15, 2017
Deprecation: Oracle Service Cloud data dip connector August 1, 2017 September 1, 2017
Deprecation: Salesforce data dip connector August 1, 2017 August 1, 2018
Deprecation: SharePoint Connector August 1, 2017 September 1, 2017
Deprecation: UltiPro Connector May 1, 2017 November 1, 2017
Deprecation: Directory external contacts April 12, 2017 July 12, 2017
Deprecation: Documents for iOS and Android February 22, 2017 May 24, 2017
Deprecation: Field level permissions January 20, 2017 July 21, 2017

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