Genesys Cloud – Features coming soon

Administrators can now view DMARC authentication status for custom email domains directly in Genesys Cloud. The new DMARC Monitoring section (Phase 1 - monitoring and visibility only), located at Admin > Email > Domains > [Domain], shows whether each domain’s DMARC record is valid, invalid, or not present. This phase provides visibility only and does not enforce DMARC policies or block outbound messages. It helps organizations understand their current email authentication posture and prepare for future enforcement. DMARC monitoring applies to outbound messages sent through Genesys Cloud’s built-in email delivery service. For Custom SMTP and Microsoft Graph, DMARC status is shown for awareness only, and enforcement remains managed within the customer’s email infrastructure.

Administrators can now define contactable time sets for outbound digital WhatsApp campaigns. Contactable time sets ensure that WhatsApp messages respect local-time constraints, helping to improve operational efficiency by automating campaign timing and simplifying daily management. This enhancement aligns WhatsApp campaigns with SMS and email campaigns, supporting consistent, customer-friendly engagement across all digital channels.

Administrators can now configure topics using a semantic topic spotting method. This feature reduces the need to define multiple phrase variations for each topic and improves detection across English dialects by using semantic similarity. This new method is available in the topic configuration workflow and can be enabled as needed. This feature is currently available for English only.

Supervisors can now use AI Summary and AI Insights features in Genesys Cloud CX for Danish Denmark (da-DK), Finnish Finland (fi-FI), Italian Italy (it-IT), Norwegian Norway (no-NO), Polish Poland (pl-PL), Swedish Sweden (sv-SE), Thai Thailand (th-TH), and Turkish Turkey (tr-TR).

Agents can now place outbound calls on behalf of a queue using the Genesys Communicate mobile app. This enhancement ensures consistent workflows and reporting across desktop and mobile by attributing outbound calls to the selected queue. No administrative configuration is required, and agents can select a queue directly from the mobile dial pad when placing outbound calls.

Administrators can now control download access for voicemail recordings by assigning a dedicated Download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.

Agents can place outbound calls on behalf of a selected queue from ServiceNow. Genesys Cloud sends a default queue for outbound calls, which appears in the ServiceNow interface and can be updated by the agent as needed. When placing calls using click-to-dial, a configurable toggle determines whether the default queue is used automatically or if the keypad opens with the queue and phone number prefilled for agent confirmation.

Administrators can now request higher, configurable limits for social data ingestion and escalation features in Genesys Cloud. The standard limits for topics, data ingestion rules, social escalation rules, and escalation messages per minute are now configurable, with the ability for Servops to increase these limits upon engineering approval. This enhancement helps organizations scale their social listening and escalation capabilities to better meet operational needs.

Agentic Virtual Agents (AVA) now support configurable error handling for tool execution failures. Users can define custom strategies such as retries, fallback paths, or recovery prompts to manage errors more effectively. This capability improves the reliability and predictability of conversations when integrations or APIs encounter issues.

Genesys Cloud now supports Genesys’ native speech-to-text (STT) service as a transcription engine for bots in Architect. Available for supported dialects including en-US, es-US, en-GB, and en-AU, this enhancement gives bot builders another transcription engine option to meet their needs and enables more direct Genesys support when issues arise. This capability also aligns with the existing post-call transcription feature.

Administrators can now configure a skip path in Ask for Slot actions so users can move past a question when they do not have the requested information. This option is available for all slot types, including AI-powered slots, and works with Quick Replies, Carousels, and List Picker. When a user selects skip, the flow follows the configured skip path and continues the conversation instead of stopping at that step.

The variety of comfort statements provided to users while they wait for a tool call in AVA has now been expanded by the service. Additionally, a global toggle is available to enable or disable comfort statements based on organizational preference. These enhancements help improve the user experience and provide greater flexibility in managing virtual agent interactions.

Genesys Cloud native voice transcription for Polish (pl-PL) is now removed from Genesys Cloud, and customers are transitioned to Extended Voice Transcription (EVTS). The native Polish transcription engine is based on a legacy architecture and does not meet current accuracy and quality standards, so Genesys Cloud now standardizes on EVTS as the supported transcription service for Polish.

In a future release, Genesys Cloud will deprecate GPE Tracking SDK v1 available via the legacy GPE tracking snippet, along with the Tracking Settings under Predictive Engagement that control this legacy tracking behavior. Customers must migrate to Messenger and use digital user tracking to ensure uninterrupted event tracking and real-time customer journeys and for full compatibility with web messaging offers and content offers.

Genesys announced the deprecation of “any future permissions” when selecting all permissions in a domain on April 20, 2026, with a May 4, 2026 effective date. Genesys has postponed the effective date to June 1, 2026. With this change, administrators will be able to select all current permissions in a domain when editing roles, but newly added permissions will no longer be included automatically. This deprecates the “any future permissions” functionality and requires administrators to manually add new permissions to roles as needed.