Genesys Cloud - May 26, 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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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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Character counter in canned responses editor
Administrators can now view the character count in the canned responses editor within the Admin UI. This feature displays a character count as an administrator creates or modifies a response, enhancing the overall user experience. Displaying the character count enhances administrative efficiency by minimizing save-related errors and reducing dependence on external text editors.
Where:
- Admin > Canned Responses > Add Response
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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View phrase usage in Topic Editor
Administrators can now see how often each phrase is used within a topic, along with links to the specific interactions where the phrase was found. This feature helps administrators better evaluate the usefulness of each phrase and decide whether to keep, revise, or remove it. Previously, administrators had no visibility into how well a phrase performed before publishing it. With this update, they can test phrases against historical interactions, giving them a clearer picture of how effectively a phrase contributes to identifying a topic. This new feature helps improve phrase accuracy and keeps topics more relevant over time.
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 4
- Genesys Cloud AI Experience
Configure chat message editing time limits
Administrators can now enable indefinite editing of chat messages or set a custom time limit. This update helps users correct and format their sent messages without rushing against a short timeout. By giving administrators control over the editing window, including the option to allow indefinite edits, this change helps reduce duplicate messages and improves clarity in communication. It’s especially beneficial for teams sharing technical content or detailed updates in chat.
Where:
- Admin > Organization Settings > Settings > Security & Compliance
One of the following licenses:
- Collaborate
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Introducing the Webhook for Events integration
Administrators can now set up the Webhooks for Events integration, which enables incoming webhook messages from third-party systems to be processed as custom events in Genesys Cloud. These events can be evaluated and acted upon using triggers in process automation workflows. Previously, Webhooks in Genesys Cloud were primarily used to post chat messages to official groups. With this release, Webhook messages can now drive actions across systems by triggering automated responses, helping to improve cross-platform integration and experience orchestration. This update helps organizations coordinate business processes across multiple platforms with minimal configuration and makes it easier to respond to real-time events like survey submissions, system updates, or external alerts.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
Deprecation: Agent Assist AI Experience tokens provisioning
The deprecation date was postponed from May 26, 2025, to June 9, 2025. On June 9, 2025, Genesys will discontinue support for Agent Assist provisioning via Genesys Cloud AI Experience tokens. Genesys recommends that customers who currently use or plan to use Agent Assist with Genesys Cloud AI Experience tokens transition to Genesys Agent Copilot, which offers a more robust and effective solution. Organizations can continue to use their legacy Agent Assist feature until they switch to Genesys Cloud AI Experience tokens.
- 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.
