Genesys Cloud release notes

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September 1, 2025 New

Customer engagement

  • Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

  • Category aggregate data in analytics metrics
  • Trigger process automation based on topics, sentiment, or empathy

Employee productivity

  • Links to Genesys Cloud group chat room video sessions

Workforce engagement

  • Configure GCBA with Microsoft Edge native messaging

Deprecations

  • Deprecation: agent assistance

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August 25, 2025

Employee productivity

  • Multi contextual panels
  • Call history enhancements for group calls

Customer engagement

  • Support for mobile push notifications for unread message alerts
  • Assign segments to external contacts for up to 30 Days
  • Append outbound campaign performance statistics to the Campaign Performance view
  • Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
  • Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

  • Interaction category creation support for Korean and Japanese languages
  • Programs, topics, and phrases support for Korean and Japanese languages

Open platform

  • Unified Experience ServiceNow ITSM support
  • Configure alerts for Operational Console events

Workforce engagement

  • Schedule coaching and learning sessions with greater flexibility

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August 18, 2025

Employee productivity

  • Multi contextual panels
  • Segment filtering suppression on knowledge articles for Agent Copilot
  • Improved Collaborate chat read and unread message sync

Customer engagement

  • Increased DTMF input limit in Architect flows
  • Outbound division-aware campaign schedules
  • WhatsApp outbound campaigns pre- and post-contact triggers
  • Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

  • Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

  • Workforce management shift trades external activities support

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August 11, 2025

Employee productivity

  • Multi contextual panels
  • Agent script enhancements
  • Alert volume while on call setting available in main application

Account management

  • SSO integrations management via SAML Metadata files
  • Updated Genesys branding on login pages
  • OAuth Client secret now viewable only at creation or upon new secret request

Data, analytics, and reporting

  • Journey Management now displays estimated analysis completion time via in-app notifications
  • Column reordering within column picker in Analytics Performance views

Self service and automation

  • Transfer options for Architect voice and digital bot flows

Deprecations

  • Deprecation: Mobile Messenger legacy Android and iOS code removal
  • Deprecation: Pointillist

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