Genesys Cloud release notes

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October 20, 2025 New

Employee productivity

  • Streamlined navigation and information architecture update
  • Improved scripting accessibility tools

Customer engagement

  • Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

  • Analyze segment and web outcome events in Journey Management

Open platform

  • Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
  • Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

  • Preview guides for virtual agents in AI Studio
  • Configure virtual agents to generate answers from multiple sources

Workforce engagement

  • Workforce management block scheduling
  • Adherence and activity code mapping enhancements

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October 13, 2025

Employee productivity

  • Streamlined navigation and information architecture update
  • Architect workflows triggered from Outlook Calendar events

Self service and automation

  • List type string attribute in rule-based decisions

Deprecations

  • Deprecation: BYOC Premises—Customer VM Solution
  • Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
  • Deprecation: Windows 10 OS support for the desktop app

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October 6, 2025

Employee productivity

  • Streamlined navigation and information architecture update

Workforce engagement

  • Team schedule view for agents

Deprecations

  • Deprecation: Genesys Cloud SSO certificate expiry

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September 29, 2025

Employee productivity

  • Streamlined Navigation and Information Architecture Update

Customer engagement

  • Apple Pay support for Apple Messages for Business
  • Architect digital bot flow list picker support
  • Set time- and duration-based conditions in campaign rules
  • Use custom SMTP servers for email campaigns and agentless email
  • Administrators can now bring their own SMS SMPP provider
  • Idle agent count for conditional group activation or deactivation
  • Expired callback queue reassignment

Data, analytics, and reporting

  • Administrators can now search content from HTML emails
  • Topic miner Korean and Japanese language support
  • Native voice transcription for core dialects

Open platform

  • Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

  • Transcription and storage of caller’s final voice input
  • Content-based search for knowledge base articles in Norwegian, Danish and Finnish
  • Swiss German language support in Architect

Workforce engagement

  • Enhancements to visual components in the interaction details page

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