| (Preview) Agent Utilizations Aggregates API – Removal of topN/bottomN Query Support | Developer | 2026-08-24 | 2026-08-24 |
| Agent Copilot email summarization | UI/UX | 2026-08-24 | - |
| View external event schemas and configurations | UI/UX | 2026-08-17 | - |
| Enable secure replies outside the domain allow list | UI/UX | 2026-08-17 | - |
| Dynamic Cloud Voice Platform as the default for new BYOC Cloud trunks | UI/UX | 2026-08-10 | - |
| Change dashboard ownership | UI/UX | 2026-08-10 | - |
| Configure display formatting for custom transcription dictionary terms | UI/UX | 2026-08-10 | - |
| Deprecation: Salesforce data action username and password credential type | Deprecation | 2026-08-03 | 2026-10-07 |
| Deprecation: Removal of AI Guides (version 1) | Deprecation | 2026-08-03 | 2026-08-31 |
| Deprecation: Management Unit level Time-Off Limits and Time-Off Plans APIs | Developer | 2026-07-29 | 2026-07-29 |
| Disable outbound calls without a queue | UI/UX | 2026-07-27 | - |
| Architect native actions for conversation attributes | UI/UX | 2026-07-27 | - |
| New permission to require queue selection for outbound PBX calls | UI/UX | 2026-07-27 | - |
| Deprecation and Replacement of Email Attachment Upload API | Developer | 2026-07-24 | 2026-07-27 |
| Deprecation and Removal of Google Agent Assist Integration | Developer | 2026-07-24 | 2026-08-24 |
| Deprecation: BYOC-Premises – Genesys Hardware Solution | Deprecation | 2026-07-20 | 2027-06-01 |
| User management and users page modernization | UI/UX | 2026-07-20 | - |
| View category data in Speech and Text Analytics aggregate views | UI/UX | 2026-07-20 | - |
| Removal : ACD Web Chat API | Developer | 2026-07-13 | 2026-08-10 |
| Analytics Aggregates API: Improved Grouping Accuracy for Multi-Valued Dimensions | Developer | 2026-07-13 | 2026-08-17 |
| Deprecation: Ability to embed the Genesys Cloud login web application within an iframe | Deprecation | 2026-07-13 | 2027-02-04 |
| Copilot displays structured data in lists and cards | UI/UX | 2026-07-13 | - |
| Improve knowledge optimizer feedback insights for knowledge workbench and knowledge fabric | UI/UX | 2026-07-13 | - |
| Restrict access to ACD voicemail recordings with new permissions | UI/UX | 2026-07-06 | - |
| Addition of Deepgram Flux and Nova-3 speech-to-text (STT) engines and updated STT engine names | Platform | 2026-07-06 | - |
| DID groups and division support for telephony objects | UI/UX | 2026-07-06 | - |
| Monitor LAM-based agentic virtual agents in the Virtual Agent Performance dashboard | UI/UX | 2026-07-06 | - |
| Visibility into carrier analytics-based call blocking (SIP 603+) | UI/UX | 2026-07-06 | - |
| Contact list and record retention controls | UI/UX | 2026-06-29 | - |
| Unified notifications experience in Genesys Cloud | UI/UX | 2026-06-29 | - |
| Canned responses support file attachments | UI/UX | 2026-06-29 | - |
| Query Caseplans API – New Filter-Based Query Contract | Developer | 2026-06-26 | 2026-07-13 |
| [URGENT] Credential Update Required for Salesforce Data Action Integrations | Developer | 2026-06-26 | 2026-07-17 |
| Require queue selection for outbound calls | UI/UX | 2026-06-22 | - |
| Mode-driven workpanel and roster in Genesys Agent Workspace | UI/UX | 2026-06-22 | - |
| Rate Limiting on Assignment Service Public APIs | Developer | 2026-06-12 | 2026-08-10 |
| Caseplan Endpoints Return 400 Instead of 404 for Deleted defaultCaseOwnerId | Developer | 2026-06-12 | 2026-07-13 |
| Deprecation: Legacy Shift Trades APIs | Developer | 2026-06-08 | 2026-08-24 |
| Deprecation of mediaTranscriptions Field in Media Retention Policy APIs | Developer | 2026-06-05 | 2026-06-05 |
| Deprecation Notice – Web Messaging Custom Attributes in channel.metadata | Developer | 2026-06-05 | 2026-06-05 |
| Anomaly detection events for proactive insights | UI/UX | 2026-06-01 | - |
| Introducing Genesys digital bot connector | UI/UX | 2026-06-01 | - |
| Improved detection of SMS opt-out requests | Platform | 2026-05-11 | - |
| Control AudioHook integration queue audio streams | UI/UX | 2026-05-04 | - |
| Improved Genesys Cloud AI model | Platform | 2026-04-27 | - |
| Introducing outbound fair use limits and overage pricing | Platform | 2026-04-20 | - |
| Attribute-based access control to prevent Genesys Cloud access | UI/UX | 2026-04-13 | - |
| Deprecation: Salesforce open CTI integration | Deprecation | 2026-03-23 | 2028-02-28 |
| Control directory search by division | UI/UX | 2026-03-23 | - |
| AI-based SMS opt-out detection for natural language consent revocation | Platform | 2026-03-23 | - |
| Analytics tables drill-in behavior accessibility improvements | UI/UX | 2026-03-09 | - |
| Work Automation introduces a consumption-based pricing model | Platform | 2026-02-09 | - |
| Caller ID improvements for outbound calls | UI/UX | 2026-01-26 | - |
| Surface and manage knowledge fabric features in virtual agent | UI/UX | 2026-01-12 | - |
| Client authentication EKU support removed from Genesys Cloud certificate | Platform | 2025-12-15 | - |
| Bring Your Own Technology (BYOT) Rate E for Audio Connectors and Rate A for third-party TTS changes | Platform | 2025-11-18 | January 1, 2026 |
| Delivery of social listening and response offer for Google Business Profile channel | UI/UX | 2025-11-17 | - |
| Enhanced filter panel in Performance views | UI/UX | 2025-11-10 | - |
| Improved data table component for Performance views | UI/UX | 2025-11-10 | - |
| Improved bulk metric exports in Analytics Performance views | UI/UX | 2025-11-03 | - |
| User-level caller ID selection for non-acd calls | UI/UX | 2025-09-22 | - |
| Dark and light theme selection for dashboards in analytics workspace | UI/UX | 2025-08-11 | - |
| New Genesys Cloud Administrator menu category | UI/UX | 2025-05-12 | - |
| Administrator control restricts emoji use in agent messaging | UI/UX | 2025-05-12 | - |
| Simplified organization switching coming to Genesys Cloud | Platform | 2025-05-05 | - |
| UX refresh included in the filter panel in dynamic views | UI/UX | 2025-04-28 | - |
| Genesys Cloud Resource Center moves to a new URL with navigation and accessibility improvements | UI/UX | 2025-04-28 | - |
| Upcoming release of new usage query service with expanded data access and pagination | Platform | 2025-04-21 | - |
| Improved email UI from the Admin menu | UI/UX | 2025-04-15 | - |
| Deprecation: Genesys Enhanced TTS – End of Life for Google Standard and End of Support for Google and Microsoft Azure Neural and Wavenet Voices | Deprecation | 2025-04-14 | 2027-03-09 |
| Support for SMS Messaging in the Philippines | Platform | 2025-03-31 | - |
| Changes to SMS Messaging in Iran | Platform | 2025-03-31 | - |
| Deprecation: BYOC Cloud SIP TLS ciphers | Deprecation | 2025-03-24 | 2026-09-14 |
| Deprecation: Billing and usage APIs and user interface | Deprecation | 2025-03-10 | - |
| Deprecation: BYOC-Premises – Genesys Hardware Solution | Deprecation | 2025-03-01 | 2026-12-01 |
| New interaction window for embedded clients | UI/UX | 2025-02-24 | - |
| Enhancing data sovereignty with New Relic EU data center adoption | UI/UX | 2025-01-27 | - |
| Upcoming changes to AI Experience tokens and speech and text analytics | UI/UX | 2025-01-20 | - |
| White label branding for PDF exports | UI/UX | 2024-12-23 | - |
| Customer owned WhatsApp business account transfer in Genesys Cloud | Platform | 2024-11-04 | - |
| Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Bot | Deprecation | 2024-11-04 | 2027-05-31 |
| Deprecation: Current Open Messaging Inbound Endpoint | Deprecation | 2024-06-24 | 2026-10-05 |
| Division-specific role assignments | UI/UX | 2024-05-13 | - |
| UI updates for the people configuration and settings pages | UI/UX | 2024-01-10 | - |