Genesys Cloud FedRAMP region release notes

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View feature and platform updates and feature retirements	Announcements
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View diagnostic logs	Troubleshoot using the Genesys Cloud Operational Console

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

Employee productivity

Streamlined navigation and information architecture update
Mute individual Collaborate chat threads on iOS and Android
Display checklists through Agent Copilot during interactions
AI-generated answers for auto-suggested articles on Agent Copilot
Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Domain allow list for emails
Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects

Account management

API responses no longer include OAuth client secret
Genesys Tempo enabled by default with allowed IP addresses feature
SAML assertion decryption support for single sign-on integrations

Customer engagement

Customer first callback support in outbound campaigns
Use custom SMTP servers for email campaigns and agentless email
Group ID for subsequent participant segments in group call activity
Support for authenticated web messaging in single customer view

Data, analytics, and reporting

Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

Create AI Guides from uploaded process documents
Voice processing prompt for Agentic Virtual Agents
AI Guides model enhancements

Deprecations and announcements

Deprecation: Token Implicit Grant for OAuth clients

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.