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Genesys Cloud Release notes

Click here to view Genesys Cloud release schedule, upcoming features, UI and platform updates, and diagnostic logsClick to expand

April 20, 2026Click to collapse

Customer engagement

Web messaging – configurable guest session duration

Data, analytics, and reporting

Async aggregate API endpoint
STA and WEM add-on licensing now based on permissions
Topic miner support for Turkish dialects

Open platform

Hindi language support

Self service and automation

Generate guides from agent conversation transcripts
Create scheduled triggers to automate workflows

Workforce engagement

Agreement rate visibility in evaluation form editor
Increased planning group and staffing group limits in capacity planning
Work team as a permission condition in recording access control
Permission conditions for screen recording access control

April 13, 2026Click to expand

Account management

New permissions for managing phone associations

Customer engagement

Agent ownership support for customer first callbacks

Data, analytics, and reporting

Improved accessibility and usability for analytics performance views date picker
Add dictionary terms to EVTS – Transcribe

Employee productivity

Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Configure retention period for Genesys Agent Copilot summaries
Genesys Agent Copilot expansion to social and digital messaging channels

Open platform

Embedded Framework supports Group Name attribute for group ring calls
Poly/HP ROVE Series managed phones available in Genesys Cloud

Self service and automation

Configurable error handling for Agentic Virtual Agents

Workforce engagement

Running Genesys Cloud Background Assistant (GCBA) with Windows service account

April 6, 2026Click to expand

Customer engagement

Share a single contact list across multiple active campaigns

Data, analytics, and reporting

Improved transcription accuracy for native voice transcription

Employee productivity

Enhanced digital metrics accuracy with auto-answer hold time tracking
Updated pre-join experience in Genesys Cloud Video

Self service and automation

Automated chat notifications within Architect workflows

March 30, 2026Click to expand

Customer engagement

Use workitem expiry date as an automation milestone in Work Automation
Contact Management UI enhancements
Precise Dialing mode (Progressive mode with agent reservation)
Single customer view: Customer journey support for cases, tasks, and workitems
New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

Journey Management improves support for ad-hoc journey analysis
Improved identity resolution for Genesys Cloud web event and mobile app event tracking

Employee productivity

Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Open platform

Digital messaging channels available in Unified Experience

Self service and automation

Agentic Virtual Agents can now return output variables to Architect
LAM-powered Agentic Virtual Agents in AI Studio
Voice processing prompts in bot flows

Workforce engagement

15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
Snippet recording for ACD calls

March 23, 2026Click to expand

Customer engagement

New commercial model for Work Automation tasks and workitems
Genesys Cloud introduces Case management
Poly/HP Edge B Series managed phones available in Genesys Cloud
Message parking for Genesys Cloud

Data, analytics, and reporting

Ingest external events through APIs for External Contacts

Employee productivity

Support for Poly Trio C60 conference phone as a Genesys managed phone
Extended markdown in messaging channels

Open platform

Support for multiparty voice calls in CX Cloud with Salesforce Service Cloud Voice

Deprecations

Deprecation: GPE journey outcomes

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