Genesys Cloud – December 2025
List of the Genesys Cloud release notes published in December 2025.
Open Platform
- Bring Your Own Technology (BYOT) Rate E and Rate A changes
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
- 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
- New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
- Sentiment, empathy, and topic spotting support for Turkish and Zulu
- Export summary row chart in Analytics Performance views
- Web events available in Journey Management
Employee productivity
- Configure combined voice utilization for ACD and non-ACD calls
- Favorites now listed in the User Directory
- Multi-language Agent Copilots
Open platform
- Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration
- Thai language support
- Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports
Self service and automation
- Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
- Enhanced confirmation controls in AI Guides
- Genesys Virtual Agent support for Portuguese and Swedish dialects
- Create flow outcomes and milestones natively in Architect
- Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes
Open platform
- Update to regional feature deployment schedule effective January 2026
- CX Cloud from Genesys and Salesforce integration cloud-based user settings
- Generative AI Text-to-Speech (TTS) integration
Customer engagement
- Mobile Messenger support for rich media cards and carousels
- Social listening and response for Google Business Profile channel
- 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
- Extended voice transcription services support for Serbian
- Improved native voice transcription accuracy for specific English dialects
- 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
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
Account management
- API responses no longer include OAuth client secret