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Genesys Cloud FedRAMP Region Release notes

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

Genesys Cloud FedRAMP region – May 18, 2026Click to collapse

Account management

Group-based inactivity timeout

Customer engagement

Support for multiple from email addresses per queue
Warm invite participants to an ACD conference
Operational Console support for Twitter/X integration monitoring
Caseplan builder for Case Management

Open platform

Dedicated IAM role for BYOT Amazon Polly integration

Self service and automation

Voice processing prompts in bot flows
View selected folders in knowledge fabric connected sources

Workforce engagement

On-queue opportunities for workforce management

Genesys Cloud FedRAMP region – May 11, 2026Click to expand

Genesys Cloud FedRAMP region – May 4, 2026Click to expand

Customer engagement

DMARC monitoring for custom email domains
Contactable time sets for outbound WhatsApp campaigns

Data, analytics, and reporting

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
Allow for opting in to the latest model for Agent Copilot summary generation
Control download access for voicemail recordings

Self service and automation

Increasing limits for social data ingestion and escalation
Genesys native speech-to-text available as a bot transcription engine
Bot users can skip a question when they don’t know the answer
Generate guides from agent conversation transcripts

Deprecations

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

Genesys Cloud FedRAMP region – April 27, 2026Click to expand

Customer engagement

Workitem history view

Data, analytics, and reporting

Segment-level agent activity events available in EventBridge
Manage conversation attribute schemas in Genesys Cloud

Employee productivity

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

Genesys Cloud FedRAMP region – April 20, 2026Click to expand

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

Open platform

Hindi language support

Self service and automation

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

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