Genesys Cloud FedRAMP region – July 7, 2025
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Multi contextual panels
In the coming weeks, the agent multi contextual panel experience becomes Genesys’ new workspace experience. The need for an agent to opt-in once given the new permission for multi contextual panel experience has been removed though we will leave the legacy experience available for an extended period of time as administrators roll out permissions to all users. For more information, see Agent UI multiple contextual panels.
Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.
One of the following licenses:
- All licenses include this feature.
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Audit SAML authentications
SAML authentication attempts are now recorded in audit logs to help with troubleshooting and security analysis. Previously audit logs only recorded authentication attempts for native Genesys Cloud login attempts. This change ensures logging consistency for both native and SAML authentications. As in the case of native authentications, SAML authentication failures can be viewed via Audit Viewer, which uses the Real Time API, whereas successful SAML authentications can be viewed through the API interface (which is configured for Async API). The Action Catalog in the Developer Center has been updated to include the associated entity and action details. No additional action is required to obtain these events.
One of the following licenses:
- All licenses include this feature.
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Enable or disable Last Agent Routing for digital conversations
Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to route conversations only if the last agent is a member of the conversation queue or allow routing even if the agent is not a member of the queue. Previously, LAR was always enabled by default. With this update, administrators gain greater control over routing behavior. Routing conversations to the last agent who handled them helps maintain context and ensures a more seamless customer experience.
Where:
- Admin > Contact Center > Queues >
> General tab > Last Agent Routing (LAR) - Digital Conversations
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Increased SSO integrations allowance per identity provider
Administrators can now configure up to 30 single sign-on (SSO) integrations for a single Identity Provider (IdP) or a mix of different IdPs, providing greater flexibility for organizations with multiple business units or regions that require separate single sign-on configurations. This enhancement includes the ability to sign authentication requests for added security and a reorganized single sign-on configuration UI for easier setup. Also, administrators can customize the login screen to display a custom name, logo, or both.
One of the following licenses:
- Collaborate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
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Messenger individual application provisioning and configuration redesign
Administrators can now provision individual Messenger applications (including Messaging, Co-browse, Knowledge, and Journey Tracking) with greater granularity. The redesigned Messenger configuration follows a modular approach, allowing administrators to selectively deploy only the Messenger applications needed for their website. This feature provides more control, simplifies management, and improves flexibility when configuring customer engagement tools.
Where:
- Admin > Message > Messenger Configurations
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Introducing Genesys Cloud Social
Genesys introduces Genesys Cloud Social, which enables administrators to organize and route both public and private social media messages from customers on X and Facebook. This feature allows administrators to set up social escalation rules to direct these interactions to agents, and then agents can view and respond to these messages. Also, supervisors and managers can access listening analytics in the Social Listening Performance view, review individual posts in the Social Listening Post view, and can analyze conversational data across multiple performance views. This feature helps improve social media management, making it easier to track, route, and respond to customer communications across X and Facebook.
Where:
- Admin > Message > Social Listening
- Admin > Message > Social Escalation Rules
- Performance > Workspace > Social > Social Listening Performance
- Performance > Workspace > Social > Social Listening Posts
- Performance > Workspace > Contact Center > Interactions
- Performance > Workspace > My Performance > My Interactions
- Performance > Workspace > Contact Center > Skills Performance
- Performance > Workspace > Contact Center > Agent Performance
- Performance > Workspace > Contact Center > Agent Performance, click agent name
- Performance > Workspace > Contact Center > Queue Performance
- Performance > Workspace > Contact Center > Queue Performance, click queue name
- Performance > Workspace > Digital > Message Agent Performance
- Performance > Workspace > Digital > Message Agent Performance, click agent name
- Performance > Workspace > Digital > Message Queue Performance
- Performance > Workspace > Digital > Message Queue Performance, click queue name
- Performance > Workspace > Contact Center > Agent Performance, click agent name, and then Interactions tab
- Performance > Workspace > Contact Center > Queue Performance, click queue name, and then Interactions tab
- Performance > Workspace > Contact Center > Campaign Performance, click campaign name, and then Interactions tab
- Performance > Workspace > Contact Center > Agent Performance, click agent name, and then Queues tab
- Performance > Workspace > Contact Center > Queue Performance, click queue name, and then Agents tab
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
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Genesys Cloud open messaging supports custom social network connectors
Administrators can now enable users to create custom connectors for social networks. These connectors route messages to the open messaging platform, enabling users to manage social messages and send them to the appropriate social pipeline.
Where:
- Admin > Messaging > Social Listening
- Performance > Workspace > Social > Social Listening Posts
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Genesys Cloud Social support for Instagram
Genesys Cloud Social now supports Instagram, enabling administrators to organize and route both public and private Instagram messages. This feature ensures consistent customer engagement across all supported social platforms: Instagram, Facebook, and X (formerly Twitter). Using social escalation rules, administrators can route Instagram interactions to agents, who respond within the same unified interface used for other channels. Supervisors and managers gain visibility into Instagram activity through updated social listening performance and post views. These metrics integrate seamlessly with analytics for Facebook and X, offering a consolidated view of social media engagement.
Where:
- Admin > Message > Social Listening Topics
- Performance > Workspace > Social > Social Listening Posts
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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WhatsApp’s per message pricing update
Genesys Cloud now supports WhatsApp’s new per-message pricing model. This change, driven by Meta’s global pricing update, aims to align WhatsApp pricing with industry standards and promote higher-quality, context-relevant communications.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Call forwarding enhancements with group search functionality
Genesys Cloud users can now use group search functionality in the Forward Calls UI to search for and select specific groups when they forward calls. Search results display groups along with their associated phone numbers. When a user selects a group, the system automatically maps it to the correct phone numbers on the backend. This feature helps direct calls to the right audience quickly and efficiently.
Policy-based station-side call recording
Administrators can now capture policy-based recordings directly at the user’s station that handles the call. With station-side call recording, administrators can enable recordings on specific users’ phones. This feature improves the capture of internal calls according to company policies, such as conversations between employees or calls to internal support teams, providing broader coverage for compliance and quality needs.
Where:
- Admin > Telephony > Phones
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud EX
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Evaluation data access via consolidated reporting views
Administrators can now access evaluation data through consolidated reporting views, and Genesys Cloud will retire the Performance > Overview (Evaluations) page. Administrators can access the evaluation and calibration data previously available on that page through other reporting views within the platform. This change helps reduce duplication and keeps evaluation and calibration workflows consistent with other analytics and reporting tools in Genesys Cloud. When users submit calibrations, dispute evaluations, or review evaluation data, Genesys Cloud directs them to the relevant interaction or reporting view and displays the appropriate results. These updates help evaluators and administrators easily track pending and completed evaluations, completed calibrations, and evaluation activity by agent or evaluator (all within familiar, consolidated reporting areas). This feature also helps ensure that reporting tools use consistent and future-ready analytics APIs. Additionally, the new My Assigned Evaluations view enables evaluators to easily manage their assigned evaluations, prioritize tasks, and track completion status over time.
Where:
- Performance > Workspace > My Performance > My Assigned Evaluations
- Performance > Workspace > Contact Center > Agent Status
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
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Extended workforce management time-off submission window and management unit fixed date settings
Agents can now submit time-off requests up to 731 days (two years) in advance, supporting long-term planning and time-off bidding processes. This update also introduces a Fixed Date option in Management Unit settings, allowing organizations to set a specific cut-off date for accepting time-off requests. These enhancements provide greater flexibility, improve operational planning, and give organizations more control over time-off management.
Where:
- Admin > Management Unit > Time off Request tab
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Workforce management capacity planning
Planners can now create long-term capacity plans to project staffing needs for each planning group up to two years in advance. This feature enables contact centers to identify potential overstaffing and understaffing, align hiring strategies with forecasted demand, and improve long-term workforce planning and goal setting.
Where:
- Admin > Workforce Management > Capacity Planning
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud EX
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Deprecation: Removal of Webhooks integration for chat notification
On July 7, 2025, Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:
- Bitbucket
- GitHub
- Jenkins
- JIRA
- PageDuty
- Pivotal Tracker
- StatusPage
- Trello
- UserVoice
- Zendesk
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
