Genesys Cloud Release notes
Account management
- Partnership compliance with Canada Protected B Data Protection Rules
- Improved customer firewall requirements
Employee productivity
- Channel-less activity history for associate users
Deprecations
- Deprecation: Removal of Generic Webhooks integration for chat notification
Customer engagement
- DMARC monitoring for custom email domains
- Contactable time sets for outbound WhatsApp campaigns
Data, analytics, and reporting
- Semantic topic spotting for topic configuration
- AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish
Employee productivity
- Queue-based outbound calling in Communicate mobile app
- Control download access for voicemail recordings
Open platform
- Agents can place outbound calls on behalf of a queue from ServiceNow
Self service and automation
- Increasing limits for social data ingestion and escalation
- Configurable error handling for agentic virtual agents
- Genesys native speech-to-text available as a bot transcription engine
- Bot users can skip a question when they don’t know the answer
- Improvements to comfort statements in AVA virtual agent
Deprecations
- Deprecation: Native voice transcription for Polish (pl-PL)
- Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement
Customer engagement
- SMS alphanumeric SenderIDs
- Workitem history view
Data, analytics, and reporting
- Copilot panel and chart expansion in journey management
- Segment-level agent activity events available in EventBridge
- Manage conversation attribute schemas in Genesys Cloud
Employee productivity
- Allow for opting in to the latest model for Agent Copilot summary generation
- Perform multi-step user management tasks with Copilot — from onboarding to permissions and skill assignments.
- Enhance employee productivity with Copilot
- WFM Time Off Assistant AI agent
- Agent Recognition Assistant AI Agent
- Work Teams Assistant AI Agent
- Static actions on Copilot home screen for faster onboarding
- AI-powered audit assistant for change insights
- Get step-by-step guidance with Copilot to manage and configure Genesys Cloud
- View and compare performance data for Agent Copilot-enabled agents
- Updated persistent connection indicator in the navigation top bar
Self service and automation
- Speech and DTMF Input Mode Variable Tracking in Architect
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 score 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
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
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