Genesys Cloud FedRAMP region release notes

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View current and past releases	Genesys Cloud release schedule
View Genesys Cloud’s next release	Features coming soon
View feature and platform updates and feature retirements	Announcements
View the Genesys Cloud developer forum	Genesys Cloud Developer Forum
View diagnostic logs	Troubleshoot using the Genesys Cloud Operational Console

Employee productivity

Live character counter for ACW notes
Favorites now listed in the User Directory
Multi-language Agent Copilots

Account management

Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

Custom named time zones for contactable time sets
Digital rule sets for outbound WhatsApp campaigns
Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
Architect digital bot flow list picker support in Singapore and Mexico regions
Authentication support in Apple Messages for Business in Singapore and Mexico regions
Apple Messages for Business forms in Singapore and Mexico regions
Non-default content profile support for SMS
Architect digital bot flow time picker support
Control agent transfer capabilities via permissions
Configure group ring settings
Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions

Data, analytics, and reporting

Export summary row chart in Analytics Performance views
Web events available in Journey Management

Open platform

Thai language support
Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

Enhanced confirmation controls in AI Guides
Genesys Virtual Agent support for Portuguese and Swedish dialects
Create flow outcomes and milestones natively in Architect

Open platform

Update to regional feature deployment schedule effective January 2026

Customer engagement

Messenger support for list picker
Agent greetings for ACD voice
No-cost digital user tracking
Improved Messenger web tracking configuration
Enhanced social media escalation to the agent desktop

Data, analytics, and reporting

Set transcription dialects at the queue level for voice interactions
Analytics agent status API routing status and presence data sort and filter

Employee productivity

Answer incoming conversations directly from notifications
Agent Copilot trigger events subscription
Custom prompts in advanced summary configurations
Agent-to-agent consult and warm transfer for messaging interactions

Workforce engagement

Workforce management unavailable times flexible scheduling
Updated built-in learning modules reflecting new navigation
Increase the daily automated evaluation limit
Manage agent auto-evaluation scoring rules through public APIs
Dynamic user grouping with user management rules
Workforce management business units increased route path capacity
Improved workforce management scheduling constraints

Deprecations

Deprecation: Genesys Cloud SSO certificate expiry

Account management

Retrieve the OAuth client secret only at new client creation or secret generation

Employee productivity

Streamlined navigation and information architecture update
Live character counter for ACW notes
Internationalized date formats in Genesys Tempo

Customer engagement

Control agent transfer capabilities via permissions
Inactivity handling for messaging interactions

Data, analytics, and reporting

Topic miner support for Arabic dialects
Topic miner support for Hindi dialect

Workforce engagement

Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
Adherence widget available in the Activity view
Automatic submission of completed AI evaluations

Deprecations

Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Deprecations and announcements

Deprecation: Administrator login using only user name and password

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.