List of the Genesys Cloud FedRAMP Region release notes that include the architect (orchestration builder) release notes tag.
Expand all Collapse all Account management
People and permissions user interface refresh
Division awareness for canned responses
Control access to Genesys Cloud with Attribute-Based Access Control (ABAC)
Customer engagement
Contact list and record retention
Native Architect actions for customer intent
Architect users can update external contacts using a native action in voice, inbound message and email flows
Dynamic template selection for outbound digital campaigns
Canned responses support file attachments
Data, analytics, and reporting
Analytics Aggregates API now returns only filter-matching groupings
Dashboard ownership transfer
Employee productivity
Intent miner Swiss German language support
Open platform
Genesys TTS Connector in secure call flows
Self service and automation
Turn-level metadata in the Bot Flow Reporting Turns API
Updated AI models for knowledge answer generation and highlighting
Architect native actions for conversation attributes
Transition to the latest agentic virtual agent model
Deprecations
Deprecation: Genesys Cloud Login web app can no longer be embedded in an iframe
Deprecation: Model for agentic virtual agents
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Customer engagement
Profile Panel improvements for contact actions
Messenger customizable launcher button
Data, analytics, and reporting
Journey Management : Removal of event overage chargesRemoval of transcription confidence threshold configuration
Employee productivity
Agent Copilot enhanced conversational understanding for knowledge searches
Open platform
Genesys TTS Connector general availability
Self service and automation
LAM-powered Agentic Virtual Agents in AI Studio
Preserve tracking IDs in Architect flow YAML export and import
Knowledge Fabric support for Czech and Hungarian
Architect flows : Dynamic terminating character configurationKnowledge Fabric configuration preview improvements
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Account management
Custom user attributes for ABAC policies
Employee productivity
Using custom attributes for knowledge filtering within Agent Copilot
Open platform
CX Cloud from Genesys and Salesforce support in the FedRAMP region
Self service and automation
Transfer interactions to another queue from the In-Queue Flow Error event
Genesys Agentic Virtual Agent language support for Czech, Danish, Dutch (Belgium), Filipino, Finnish, French (Belgium), Greek, Hungarian, Malay, Norwegian, Polish, Portuguese (Portugal), Swedish, and Turkish
Bot Flow can call another bot flow
Workforce engagement
Evaluation and survey forms division awareness
Batch adjust start times in the schedule editor
Deprecations
Deprecation: Native voice transcription for Polish (pl-PL)
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Customer engagement
Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
Messenger input forms for digital bot flows
Rate limiting for conversation assignment
Caller ID inheritance for agent-created customer first callbacks
Case record comments
Data, analytics, and reporting
Program-level sentiment and empathy analysis controls
Increased dictionary terms limit for native transcription
Improved native transcription accuracy for English dialects and specialized domains
Sentiment Feedback user interface modernization
Speech and Text Analytics configuration UI modernization
Unified and scalable Genesys Cloud CX conversation data extraction
Employee productivity
Call Session Service rollout for eligible organizations
Associate mobile app rebrand and user experience refresh
Self service and automation
Dark mode support and user interface update for Architect
Improved Knowledge answers in Agent Copilot and Virtual Agent
Workforce engagement
Work team-level access control for time-off requests
Live screen monitoring for agent supervision
Delete activity plans and future occurrences
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Customer engagement 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
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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 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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Employee productivity
Live character counter for ACW notes
Favorites now listed in the User Directory
Multi-language Agent Copilots
Account management
Passkey support for Multi-Factor Authentication (MFA)
Customer engagement
Custom named time zones for contactable time sets
Digital rule sets for outbound WhatsApp campaigns
Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
Architect digital bot flow list picker support in Singapore and Mexico regions
Authentication support in Apple Messages for Business in Singapore and Mexico regions
Apple Messages for Business forms in Singapore and Mexico regions
Non-default content profile support for SMS
Architect digital bot flow time picker support
Control agent transfer capabilities via permissions
Configure group ring settings
Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
Data, analytics, and reporting
Export summary row chart in Analytics Performance views
Web events available in Journey Management
Open platform
Thai language support
Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports
Self service and automation
Enhanced confirmation controls in AI Guides
Genesys Virtual Agent support for Portuguese and Swedish dialects
Create flow outcomes and milestones natively in Architect
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Employee productivity
Streamlined Navigation and Information Architecture Update
Customer engagement
Set time- and duration-based conditions in campaign rules
Use custom SMTP servers for email campaigns and agentless email
Idle agent count for conditional group activation or deactivation
Expired callback queue reassignment
Data, analytics, and reporting
Topic miner Korean and Japanese language support
Self service and automation
Transcription and storage of caller’s final voice input
Content-based search for knowledge base articles in Norwegian, Danish and Finnish
Swiss German language support in Architect
Workforce engagement
Enhancements to visual components in the interaction details page
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