Genesys Cloud – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until September 8, 2025. The feature descriptions in the September 8, 2025 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Web application firewall for public connections
Genesys Cloud now uses a web application firewall (WAF) for Genesys Cloud public internet connections. The WAF helps protect applications by detecting and logging common exploits and vulnerabilities in a centralized way. This enhancement supports compliance with the Payment Card Industry Data Security Standard (PCI DSS) 4.0 requirement and helps organizations improve the security of their public-facing services.
Workitem appearance configuration
Administrators can now use schema display and custom panel options in work automation to control how workitems appear to agents. Administrators can adjust the order, size, and editability of form elements, select subsets of schema for display, and preview layouts from the agent’s perspective. This feature helps administrators design clearer, more efficient agent workflows while also simplifying setup for non-technical users.
Access audit events for external contacts via audit API
Administrators can now access audit events for external contacts asynchronously through the audit API. This enhancement generates detailed audit logs for create, update, and delete operations on external contacts, organizations, relationships, and notes. Each event records who performed the action, what action was performed, and when it occurred. These logs help administrators and system support teams maintain a clear record of changes, improve compliance, and strengthen accountability and security.
Outbound dialing additional rule conditions system disposition codes
Administrators can now select additional system disposition codes when configuring call rule conditions for outbound campaigns. These new options expand the set of available outcomes that can trigger wrap-up rules, giving administrators more flexibility to automate actions based on specific call results. This enhancement helps outbound campaign administrators fine-tune rules and improve campaign management by aligning conditions more closely with actual call outcomes.
File attachment support via URL for Architect digital bot flows
Flow authors can now configure digital bots in Architect to send file attachments using public URLs as part of the Communicate and Input actions. Bots can send images, audio, video, and documents such as Word, .pdf, PowerPoint, and Excel files through supported messaging channels. This enhancement helps organizations expand automation use cases, such as sending invoices, receipts, tickets, and product books, and reduces the need to transfer interactions to agents for sharing files. By enabling bots to send a broader range of attachments, businesses can improve efficiency, reduce costs, and provide a complete customer experience directly within digital channels.
Introducing rule-based decisions
Administrators can now use rule-based decisions (RBD) in Genesys Cloud to define, store, test, and manage business rules for customer interactions. With rule schemas, decision tables, and a new Call Decision Table action in Architect, administrators can apply structured conditions and outcomes to routing logic for voice and digital interactions. This enhancement helps organizations maintain consistent decision-making, adapt quickly to changing business needs, and manage complex rules more efficiently through a centralized interface and APIs.
Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
Genesys Virtual Supervisor and Copilot now supports AI summaries and and AI insights in Arabic United Arab Emirates (ar-AE, ar-001, ar-IL, ar-BH, ar-EG, ar-TN, ar-SA), Dutch Netherlands, (nl-NL), French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), German Switzerland (de-CH), Hindi India (hi-IN), Japanese Japan (jp-JP), Korean Korea (ko-KR), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT) languages.
Journey management Knowledge and Virtual Agent events
Administrators can now add knowledge-related events and updated Virtual Agent events to Journey Management analysis. These events appear on the canvas alongside other journey events, making it easier for analysts to evaluate knowledge usage and Virtual Agent performance in the context of the full customer journey. This enhancement helps analysts identify friction points, measure the impact of AI initiatives, and improve knowledge content and engagement strategies.
Unified Experience from Genesys and ServiceNow Agent Copilot support
The Unified Experience from Genesys and ServiceNow now supports AI-powered assistance via the Agent Copilot component embedded directly within the ServiceNow workspace. With the Agent Copilot component, agents can access real-time guidance such as knowledge articles and suggestions, which simplifies tasks during live interactions and improves the overall customer experience. Agent Copilot enhances agent efficiency and reduces workload by delivering relevant information, automating processes, and improving conversation management in real time.
Genesys Cloud Voice in Japan, Seoul, and Osaka regions
Genesys Cloud Voice is now available in the Asia Pacific regions of Tokyo, Seoul, and Osaka. Organizations in these regions can purchase Direct Inward Dialing (DID) and toll-free numbers from the United States, Canada, Latin America, Asia Pacific, and Europe. Customers in these regions can also use Genesys Cloud Voice for telecom services such as number purchasing and porting.
Workforce Management (WFM) support for ACD routed workitems
Workforce Management (WFM) now fully supports ACD-routed workitems, giving workforce managers better visibility into workitem volumes and staffing needs. Administrators and supervisors can create forecasts, capacity plans, and schedules for ACD-routed workitems just as they do for voice and digital interactions. They gain deeper insight into agent workloads and performance across all interaction types. With this expanded capability, administrators and supervisors can optimize staffing and resource allocation to improve operational efficiency.
