Genesys Cloud FedRAMP Region – May 18, 2026

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.

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 .

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.

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.

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.

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.

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.

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.

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.