Genesys Cloud release notes

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Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

Open platform

Update to regional feature deployment schedule effective January 2026
CX Cloud from Genesys and Salesforce integration cloud-based user settings
Generative AI Text-to-Speech (TTS) integration

Customer engagement

Mobile Messenger support for rich media cards and carousels
Social listening and response for Google Business Profile channel
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

Extended voice transcription services support for Serbian
Improved native voice transcription accuracy for specific English dialects
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

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

API responses no longer include OAuth client secret

Employee productivity

Streamlined navigation and information architecture update
Agent-to-agent consult and warm transfer for messaging interactions
Custom prompts in advanced summary configurations
Live character counter for ACW notes
Internationalized date formats in Genesys Tempo

Account management

BYOC Premises Edge devices in Edges list view

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

Open platform

Mexico region deployment
Singapore region deployment

Self Service and Automation

Rule-based decisions and string list attribute support

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
Deprecation: Administrator login using only user name and password

Employee productivity

Streamlined navigation and information architecture update
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
Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

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
Messenger support for list picker

Data, analytics, and reporting

Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

Create AI Guides from uploaded process documents
AI Guides model enhancements

Deprecations

Deprecation: BYOC Premises—Customer VM Solution
Deprecation: Token Implicit Grant for OAuth clients
Deprecation: Open messaging inbound endpoint

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.