Region availability
When a feature or service is released, it is usually available in all regions according to the Genesys Cloud feature release schedule. In some cases, however, a service, feature, or a specific capability of a feature may be unavailable in one or more regions. For more information about Genesys Cloud releases, see Release notes. For information about the AWS regions that Genesys Cloud uses o provide a distributed cloud environment with secure access for organizations, see AWS regions for Genesys Cloud.
| Region | Availability status | Announced on | Release note |
|---|---|---|---|
|
Singapore and Mexico
|
Public social posts and direct messages (DMs) on Facebook and Instagram will not be available in Singapore and Mexico at launch. The following direct messaging channels will also not be available at the initial release and will be delivered in a future update:
|
2025-11-17
|
|
|
Singapore and Mexico
|
The Outcome Scoring feature in Genesys Predictive Engagement will not be available in Singapore or Mexico at launch.
|
2025-11-17 | |
|
Mexico
|
Postino (ACD Email) will be serviced from a different region for the initial launch.
|
2025-11-17 | |
|
Mexico
|
Bedrock (AI), including Amazon Polly and Lex v2, will also be serviced from another region at launch.
|
2025-11-17 | |
|
Singapore and Mexico
|
Genesys Cloud Voice will not be available in Singapore and Mexico at launch.
|
2025-11-17 | |
|
Singapore and Mexico
|
Unified experience from Genesys and Service Now will not be available at launch
|
2025-11-17 | |
|
Singapore and Mexico
|
App Foundry purchases through our partner network will not be available at launch
|
2025-11-17 | |
| All regions |
Analytics jobs endpoint architecture upgrade Genesys Cloud is upgrading the architecture of the Conversation detail jobs endpoint to improve scalability and efficiency. This enhancement introduces a more optimized data population method and enables customers to query conversation data that is more than five years old. No customer action is required. As regions are transitioned, the existing /jobs endpoint may experience temporary data delays as we prepare for the rollout. After a region transitions to the new architecture, customers in that region will be able to retrieve conversation data older than five years. The rollout will occur in stages across regions and may take two to three weeks to complete globally due to necessary data backfills and validation. The table in the following page will be updated regularly as each region transitions to the new architecture: Analytics jobs endpoint architecture upgrade region rollout status. |
2025-10-20 | – |
| Region | Availability status | Announced on | Release note |
|---|---|---|---|
| EMEA (Zurich) |
Agent Copilot partial availability. Agent Copilot is partially available in the EMEA (Zurich) region. Features that are supported include Knowledge Surfacing, Intent Based NBA, and Summarization. Advanced features such as Answer Highlight, RAG and advanced summarization require GPU processors from AWS. AWS has not provided full support for GPU processing in the EMEA (Zurich) region. For information about Agent Copilot language support, please see the Agent Copilot section in the Genesys Cloud supported languages article. |
2024-10-21 | – |
| EMEA (Zurich) |
Virtual Agent partial availability. Virtual Agent features, including Summarization and AI Intent Generation, are available in all regions except for the Answer Highlight and RAG features, which are not yet available in the EMEA (Zurich) region. |
2024-10-28 | |
| Asia Pacific (Osaka) |
Cloudfront delivery of content and domains for the firewall allowlist partial availability. Elimination of the s3 domain allowlist and Cloudfront delivery of all content is not yet available in the ap-northeast-3 region. Organizations in this region are advised to delay any changes to their their firewall settings until full availability, which is expected in the coming weeks. For more information, see the Amazon AWS section in the Domains for the firewall allowlist article. |
2024-11-1 | November 1, 2024 |
| EMEA (Zurich) |
Agent Copilot partial availability. Agent Copilot is partially available in the EMEA (Zurich) region. Features that are supported include Knowledge Surfacing, Intent Based NBA, and Summarization. Advanced features such as Answer Highlight, RAG and advanced summarization require GPU processors from AWS. AWS has not provided full support for GPU processing in the EMEA (Zurich) region. For information about Agent Copilot language support, please see the Agent Copilot section in the Genesys Cloud supported languages article. |
2024-10-21 | – |
| Middle East (UAE) |
Cloudfront delivery of content and domains for the firewall allowlist partial availability. Elimination of the *s3 domain allowlist and Cloudfront delivery of all content is not yet available in the me-central-1 region. Organizations in this region are advised to delay any changes to their their firewall settings until full availability, which is expected in the coming weeks. For more information, see the Amazon AWS section in the Domains for the firewall allowlist article. |
2024-11-1 | November 1, 2024 |
No regional limitations.
