Genesys Cloud FedRAMP Region – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until May 18, 2026. The feature descriptions in the May 18, 2026 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Group-based inactivity timeout
Administrators can now apply customized inactivity timeout values to individual user groups, rather than enforcing a single organization-wide setting. This update lets you trial inactivity timeout with select groups, set different timeouts for different teams, and prioritize group rules to ensure the right policy is applied. These improvements provide greater flexibility for enterprise environments and support a phased rollout approach. For more information, see Set an automatic inactivity timeout.
Support for multiple from email addresses per queue
Administrators can now assign multiple from email addresses per queue. When the queue has more than one configured address, while creating a new outbound email on behalf of the queue, agents can choose the from address .
Warm invite participants to an ACD conference
Agents can now warm-invite users, agents, and external parties to an active ACD conference so they can speak privately before adding the invited participant to the conference. In the agent UI, agents can use the Consult Participant option to start the private consult and then merge the consulted participant into the conference. Genesys Cloud also blocks unsupported merge attempts (such as monitor, coach, barge, and group ring) and allows queue merges, where the inviting agent remains on hold until the queue member answers.
Operational Console support for Twitter/X integration monitoring
Administrators can now monitor Twitter/X messaging integrations in the Operational Console. They can view, filter, and inspect integration-related events and access guided troubleshooting steps from the Event Catalog, including links to relevant configuration pages when available. Administrators can also use Process Automation triggers for these events to send notifications or start automated workflows.
Caseplan builder for Case Management
Administrators can now create and manage caseplans using a builder in Genesys Cloud. This feature simplifies the design, testing, and deployment of caseplans and helps reduce setup time and configuration errors. Administrators can also reuse existing worktypes when building caseplans. This feature is available with the Case Management add-on.
Dedicated IAM role for BYOT Amazon Polly integration
Genesys Cloud now uses a dedicated IAM role for BYOT Amazon Polly integrations. This update aligns with Amazon Web Services (AWS) best practices and improves security by replacing the use of an account-level principal.
Voice processing prompts in bot flows
Bot flows now support configurable voice processing prompts, short audio cues that play while the system processes a user’s request. Bot authors can upload custom prompts or use a default option, and control when the prompt starts, its duration, and whether it loops until a response is ready. This enhancement improves the voice experience by reducing perceived wait times and clarifying pauses during virtual agent conversations.
View selected folders in knowledge fabric connected sources
Administrators can now view which folders are currently selected within a knowledge fabric source connected to SharePoint. This provides visibility into the content being ingested and helps administrators understand how their knowledge sources are configured.
On-queue opportunities for workforce management
Administrators can now create and publish on-queue opportunities, allowing agents to sign up for additional work time to help fill coverage gaps. Agents can browse available opportunities and request to add them to their schedules. This feature helps streamline overtime management and gives agents more flexibility to manage their schedules.
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