Genesys Cloud FedRAMP region – September 15, 2025

Introducing email campaigns

Administrators can now create, configure, and run outbound email campaigns. They can build campaigns with email templates, use canned responses for personalized messages, and manage campaign performance through delivery status receipts.This update also enables several related features:

• Agentless email notifications
• Delivery status receipts for outbound email campaigns
• Data actions in rule conditions for digital campaigns
• Recycle a digital campaign
• Set content template action type in digital rules
• Manage contactable time sets for outbound email campaigns
• Force stop button in digital campaign management

Administrators can use outbound email campaign templates to create personalized message content in canned responses for outbound digital campaigns. 

API for phone numbers update in scheduled callbacks

Administrators can now use the PATCH /api/v2/conversations/callbacks API to update the phone number on an existing scheduled callback identified by conversationId. The new optional callbackNumbers (string array) parameter makes it possible to adjust scheduled callbacks when a contact’s phone number changes. Previously, administrators had to cancel and recreate a callback if the number was updated after scheduling. With this enhancement, callbacks can be updated directly, which helps reduce manual work and helps improve callback accuracy in dynamic environments where contact information changes frequently.

Custom calculations in performance views

Administrators and supervisors can now create custom formulas and column headers in performance views. They can use any available column in the relevant view to calculate business-specific metrics. Users with the required permissions can share these custom formulas and column headers with other users and teams to provide a tailored reporting experience. Administrators and supervisors can also manage custom calculations in use within the organization through a dedicated interface. This feature helps organizations track metrics that better reflect their unique business needs, beyond the standard calculations provided by default.

AI summaries for the agent side of a conversation

Administrators can now enable AI-generated summaries that highlight the specific actions taken by each human and virtual agent in a conversation. This feature helps business analysts quickly understand agent contributions, perform root cause analysis, and identify opportunities to improve products, services, processes, and training.

Audio Connector integration in Architect secure call flows

Flow authors can now use the Call Audio Connector action in Architect secure call flows. This feature enables bi-directional streaming of secure conversations to a third-party bot, providing more flexibility when designing secure interactions. Previously, the Call Audio Connector action was only available in call flows and in-queue flows. By extending support to secure call flows, this feature helps bot designers handle conversations that contain sensitive information while maintaining security requirements.