Genesys Cloud - Open platform category

List of the Genesys Cloud release notes that include Open platform updates.
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

View details

September 22, 2025

Employee productivity

  • New unified navigation experience coming to Genesys Cloud
  • Summary engagement insights on the Agent Copilot dashboard

Account management

  • Manage user hire dates with SCIM APIs
  • Refreshed integrations management interface

Customer engagement

  • Configure up to 100 OpenID integrations for authenticated web messaging
  • Voice note support for WhatsApp conversations
  • Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

  • Enhanced longest waiting and longest interacting metrics
  • Duplicate an event card in Journey Management
  • Review transcripts faster in interaction details

Open platform

  • Updated Genesys Cloud desktop app icons
  • Unified Experience from Genesys and ServiceNow phone book support 

Workforce engagement

  • Default answers for evaluation forms

View details

September 15, 2025

Customer engagement

  • API for phone numbers update in scheduled callbacks
  • Inbound messaging channel routing support in Apple Messages for Business
  • Authentication support in Apple Messages for Business 
  • External Contacts identity resolution support for Apple Messages for Business
  • Architect digital bot flows and Apple Messages for Business support 

Data, analytics, and reporting

  • Custom calculations in performance views
  • AI summaries for the agent side of a conversation

Employee productivity

  • Auto-assign Agent Copilot to licensed queue members

Open platform

  • Audio Connector integration in Architect secure call flows

View details

September 8, 2025

Account management

  • Web application firewall for public connections

Customer engagement

  • Workitem appearance configuration
  • Access audit events for external contacts via audit API
  • Outbound dialing additional rule conditions system disposition codes
  • File attachment support via URL for Architect digital bot flows
  • Introducing rule-based decisions

Data, analytics, and reporting

  • Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
  • Journey management Knowledge and Virtual Agent events

Open platform

  • Unified Experience from Genesys and ServiceNow Agent Copilot support
  • Genesys Cloud Voice in Japan, Seoul, and Osaka regions

Workforce engagement

  • Workforce Management (WFM) support for ACD routed workitems

View details

August 25, 2025

Employee productivity

  • Multi contextual panels
  • Call history enhancements for group calls

Customer engagement

  • Support for mobile push notifications for unread message alerts
  • Assign segments to external contacts for up to 30 Days
  • Append outbound campaign performance statistics to the Campaign Performance view
  • Web messaging Filipino, Indonesian, Malay, Romanian, and Spanish Spain support
  • Authenticated session duration for secure mobile sign-ins

Data, analytics, and reporting

  • Interaction category creation support for Korean and Japanese languages
  • Programs, topics, and phrases support for Korean and Japanese languages

Open platform

  • Unified Experience ServiceNow ITSM support
  • Configure alerts for Operational Console events

Workforce engagement

  • Schedule coaching and learning sessions with greater flexibility

View details

August 18, 2025

Employee productivity

  • Multi contextual panels
  • Segment filtering suppression on knowledge articles for Agent Copilot
  • Improved Collaborate chat read and unread message sync

Customer engagement

  • Increased DTMF input limit in Architect flows
  • Outbound division-aware campaign schedules
  • WhatsApp outbound campaigns pre- and post-contact triggers
  • Outbound power and predictive campaigns sort by priority in skills-based dialing 

Data, analytics, and reporting

  • Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts

Workforce engagement

  • Workforce management shift trades external activities support

View details

August 4, 2025

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Customer engagement

  • WhatsApp outbound campaign schedules
  • Profile panel support for workitems
  • Conditional group activation based on real-time metrics

Data, analytics, and reporting

  • Improved native voice transcription for English

Open platform

  • CX Cloud from Genesys and Salesforce support for agent initiated after call work
  • Microsoft Dynamics 365 data actions integration new credential type

Self service and automation

  • Enhanced knowledge suggestions in Genesys Agent Copilot

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

View details

July 7, 2025

Employee productivity

  • Multi contextual panels
  • Call forwarding enhancements with group search functionality

Account management

  • Audit SAML authentications
  • Increased SSO integrations allowance per identity provider

Customer engagement

  • Messenger individual application provisioning and configuration redesign
  • WhatsApp’s per message pricing update

Workforce engagement

  • Policy-based station-side call recording
  • Evaluation data access via consolidated reporting views
  • Extended workforce management time-off submission window and management unit fixed date settings

Deprecations

  • Deprecation: Removal of Webhooks integration for chat notification

View details

June 30, 2025

  • Deprecation: Genesys Predictive Engagement for Genesys Engage hybrid solutions

Employee productivity

  • Multi contextual panels
  • Customizable summaries in AI Studio

Account management

  • Enhanced groups profile configuration

Customer engagement

  • Sort contacts by priority in skills-based dialing for progressive campaigns
  • Sort contacts by priority for skills-based dialing in Preview campaigns
  • Workitems List View filter enhancements
  • Enable or disable Last Agent Routing for digital conversations

Data, analytics, and reporting

  • Improved readability of native voice transcription in Spanish language transcripts
  • Unified and scalable Genesys Cloud CX conversation data extraction

Open platform

  • New Genesys Cloud Voice phone number inventory report
  • Genesys CX Cloud support for OAuth 2 authorization for the Proof Key for Code Exchange (PKCE) grant type

Self service and automation

  • Inter-digit timeout Genesys Cloud Virtual Agent and Architect bot flows
  • Genesys Cloud Virtual Agent language support for Italian
  • Introducing Guides in AI Studio
  • Introducing AI Studio

Workforce engagement

  • Workforce management capacity planning

Deprecations

  • Deprecation: Mobile Messenger SDK localization files storage
  • Deprecation: BYOC Premises Edge Remote Survivability

View details

June 9, 2025

Employee productivity

  • Multi contextual panels
  • Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

  • Mobile Messenger SDK content profile support 
  • Time-based conditions in call rule sets
  • Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance 

Data, analytics, and reporting

  • Program and Detected Category filters and columns in Content Search view

Open platform

  • Script selection from in the Workitem Panel in Panel Manager
  • CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

  • Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Agent Assist AI Experience tokens provisioning
  • Deprecation: Predictive Engagement support for ACD Web Chat 2.0

View details

June 2, 2025

Employee productivity

  • Multi contextual panels
  • New email send permissions control

Customer engagement

  • Sort by priority in skills-based dialing for Preview campaigns
  • Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

  • Group Ring column and filter in Interaction views

Open platform

  • Wrap-up code integration between Genesys Cloud and ServiceNow
  • On Demand log capture for agents

Workforce engagement

  • Export agent summary data as PDF or CSV

View details

May 26, 2025

Employee productivity

  • Multi contextual panels
  • Configure chat message editing time limits

Customer engagement

  • Genesys Cloud Open Messaging supports custom social network connectors
  • Character counter in canned responses editor

Data, analytics, and reporting

  • View phrase usage in Topic Editor

Self service and automation

  • Introducing the Webhook for Events integration

Deprecations

  • Deprecation: Agent Assist AI Experience tokens provisioning

View details

May 19, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Quick replies, cards, and carousels for open messaging

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Track and manage billing for Supervisor Copilot AI features
  • Improved event list organization for enhanced journey building
  • Event card editing and visualization in journey canvas

Open platform

  • Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

  • Enhanced recognition failure handling in Architect digital bot flows
  • BYOC Cloud TLS X.509 certificates

Workforce engagement

  • Shift trades across weeks within schedule to improve agent flexibility
  • Find Agent Search field in gamification profiles

View details

May 12, 2025

Customer engagement

  • 2024 Genesys CIDR expansion and firewall requirements notification
  • Instagram support for external contacts identity resolution

Employee productivity

  • Multi contextual panels

Data, analytics, and reporting

  • Average Speed of Answer in Agent Performance views

Open platform

  • Synchronize ServiceNow cases with Genesys Cloud work items

Workforce engagement

  • AI scoring support for consult transfers

View details

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