List of the Genesys Cloud FedRAMP Region release notes that include the mobile messaging release notes tag.
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Predictive routing queues summary enhancements
WhatsApp support for interactive list pickers in bot conversations
Automatic sign-in for authenticated Messenger users
Workitem Insights views for supervisors
Data, analytics, and reporting
AI scoring model upgrade for natural-language evaluation questions
Copilot panel and chart expansion for Journey Management
Employee productivity
Extended markdown in messaging channels
Configurable audio alert duration for agents
Self service and automation
Use knowledge in AI Guides
Genesys virtual agent support for knowledge fabric
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Open platform
Update to regional feature deployment schedule effective January 2026
Customer engagement
Messenger support for list picker
Agent greetings for ACD voice
No-cost digital user tracking
Improved Messenger web tracking configuration
Enhanced social media escalation to the agent desktop
Data, analytics, and reporting
Set transcription dialects at the queue level for voice interactions
Analytics agent status API routing status and presence data sort and filter
Employee productivity
Answer incoming conversations directly from notifications
Agent Copilot trigger events subscription
Custom prompts in advanced summary configurations
Agent-to-agent consult and warm transfer for messaging interactions
Workforce engagement
Workforce management unavailable times flexible scheduling
Updated built-in learning modules reflecting new navigation
Increase the daily automated evaluation limit
Manage agent auto-evaluation scoring rules through public APIs
Dynamic user grouping with user management rules
Workforce management business units increased route path capacity
Improved workforce management scheduling constraints
Deprecations
Deprecation: Genesys Cloud SSO certificate expiry
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Employee productivity
Streamlined navigation and information architecture update
Customer engagement
Web Messenger support for time slot picker
Workforce engagement
Workforce management override for time-off plan dates
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Employee productivity
New unified navigation experience coming to Genesys Cloud
Summary engagement insights on the Agent Copilot dashboard
Account management
Manage user hire dates with SCIM APIs
Refreshed integrations management interface
Customer engagement
Configure up to 100 OpenID integrations for authenticated web messaging
Voice note support for WhatsApp conversations
Outbound voice events publish directly to AWS EventBridge
Data, analytics, and reporting
Enhanced longest waiting and longest interacting metrics
Duplicate an event card in Journey Management
Review transcripts faster in interaction details
Open platform
Updated Genesys Cloud desktop app icons
Workforce engagement
Default answers for evaluation forms
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Customer engagement
Access audit events for external contacts via audit API
Outbound dialing additional rule conditions system disposition codes
File attachment support via URL for Architect digital bot flows
Data, analytics, and reporting
Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
Journey management Knowledge and Virtual Agent events
Workforce engagement
Workforce Management (WFM) support for ACD routed workitems
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