Genesys Cloud – Features coming soon

Administrators can now configure WhatsApp business numbers to support inbound voice calls in Genesys Cloud and enable standard voice transcription for those calls. Customers can call a business directly through WhatsApp, while supervisors gain visibility into WhatsApp voice interactions for monitoring metrics and agent performance. Agents can receive and answer inbound WhatsApp voice calls through standard ACD routing and perform blind transfers to other agents or queues, helping maintain consistent call handling across channels. Keeping voice and messaging within a single experience improves context during escalations and complex conversations.

Administrators can now configure attempt controls with greater precision by setting phone type–specific attempt limits, extending recall times, and adjusting reset periods. These updates help manage dialing behavior across different phone numbers and re-engagement timelines. Administrators can set attempt limits per phone type, including both predefined and custom types, configure recall times up to 30 days after the initial call (previously 480 minutes), and define attempt limit reset periods between 2 and 30 days. This flexibility helps organizations align outreach timing with regional practices and customer preferences while improving control over redial eligibility.

Administrators can now enable a campaign setting that automatically ends Preview interactions when no additional calls are possible, such as when a contact record has only one phone number or when the selected wrap-up code is configured to make the contact un-callable. This enhancement eliminates the need for agents to manually end Preview interactions and helps campaigns progress more smoothly. Automatically ending the interaction in these cases helps reduce idle time, avoid stuck interactions, and improve the flow between contacts for agents working in Preview campaigns.

Genesys Cloud has upgraded the underlying AI model used for AI scoring of natural-language evaluation questions. This update delivers more consistent and reliable scoring across supported languages and improves how the model scales as usage grows. Customers should see more stable scoring results and improved language coverage, with no changes required to existing configurations or evaluation workflows.

Genesys Agent Copilot summarization and advanced summarization, Genesys Virtual Agent, and AI Studio custom summaries now support Dutch Belgium (nl-BE), French Belgium (fr-BE), Polish Poland (pl-PL), and Thai Thailand (th-TH).

Communicate mobile app users can now view and set their Genesys Cloud presence status directly from the mobile app. This update helps to ensure that calls and interactions are routed to users based on their current availability, which is especially helpful for associates who do not work fixed schedules and want to control when they are reachable.
Note: This feature is available on a limited basis.

Developers can now use a Queue ID attribute in the Genesys Cloud Embeddable Framework to improve click-to-dial behavior. The attribute is available in condensed conversation data and allows integrations to reuse the last selected queue or define a default queue for outbound calls. By reducing repeated prompts, this enhancement helps agents place calls faster and stay focused during high-volume outbound work.

Administrators can now link their Genesys Cloud Voice organization to another organization in a different region (US East, US West & Canada) and reroute selected phone numbers during an outage or maintenance event. This update lets administrators preselect eligible phone numbers, choose a destination organization, and enable or revert routing with a single action. With organization linking, administrators can prepare an alternate routing destination in advance and quickly switch traffic when needed, helping improve continuity of voice services during regional disruptions or planned maintenance. The workflow requires approval from both organizations and includes dedicated routing configuration to manage preferences individually or in bulk.

Administrators can now benefit from an enhanced BYOC Cloud voice platform that supports higher outbound performance, updated network endpoints, and additional security controls. These improvements increase reliability, scalability, and overall platform readiness for all customers as Genesys continues to evolve its cloud telephony architecture.

Genesys Cloud can now display dates and times based on a user’s preferred locale and browser settings, in addition to the configured language. This update helps users read dates more easily by matching familiar regional formats, such as day–month–year, or month–day–year. Previously, date and time formats followed the display language’s default locale. With this change, Genesys Cloud uses the browser locale when available and compatible, which helps reduce confusion when the same language is used across different regions. Script developers can also select date formats based on locale for more consistent experiences. As part of this update, users with Arabic, Korean, and Traditional Chinese (Taiwan) preferences now see times displayed in a 12-hour format.

Administrators can now create and manage Large Action Model (LAM)–powered Agentic Virtual Agents in AI Studio and deploy them in Architect-enabled flows. These Agentic Virtual Agents use configured tools and knowledge to carry out tasks during a conversation and choose next steps based on context. AI Studio provides a no-code interface to define the actions an Agentic Virtual Agent can take and the knowledge sources it can use. This approach helps teams build Agentic Virtual Agents that blend structured flow logic with flexible, action-oriented conversations while operating within defined boundaries.
Note: This feature is available on a limited basis.

Administrators can now configure automated agent scoring within speech and text analytics programs to evaluate customer interactions at scale using Genesys Virtual Supervisor’s AI-powered capabilities. This feature helps to ensure consistent, high-coverage insights into agent performance by leveraging AI to score up to 100% of interactions across key areas such as compliance, sales effectiveness, and customer satisfaction. By reducing manual workload and providing timely, reliable evaluations, supervisors can more easily identify coaching opportunities and support agent development.

On January 31, 2026, Genesys Cloud deprecated the agent assistance chat room from the UI.