Genesys Cloud – 2026
List of the Genesys Cloud release notes published in 2026.
Account management
- Improved Operational Console user interface
- New permissions for managing phone associations
Data, analytics, and reporting
- New PATCH API endpoint for external contacts
- Use AI to generate topic phrases
Employee productivity
- Secure pause available on all call types, not just ACD calls
- Pin messages in Collaborate chat for quick reference on mobile
Self service and automation
- API endpoints for uploading knowledge files using custom integrations
- Decision rules priority setting
Workforce engagement
- Average alert time metric for Gamification Profiles
- View evaluation scores in the interaction detail quality summary
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Open messaging inbound endpoint
Contact Center
- Upcoming end of native support for select Google and Microsoft TTS voices
Customer engagement
- Attempt control enhancements
- Native Architect action for customer intent retrieval
- Improved Global Media Fabric responsiveness with regional caching of Architect prompts
- Enhanced outbound WhatsApp messaging performance
Data, analytics, and reporting
- Sensitive data masking support for Arabic, Hindi, Japanese, and Korean voice transcripts
- Sensitive data masking support for Arabic, Dutch, Hindi, Japanese, and Korean chat and messaging transcripts
- Extended Voice Transcription Services transition to Amazon Transcribe for all supported languages
- Architect journey flows data limit visibility and guidance improvements
- Genesys Cloud conversation attribute API support
- Analytics Aggregate API Top N sorting
- Journey management insights with survey events and virtual agent filters
- Introducing Channel Insights dashboard
- Improved native voice transcription accuracy for Spanish dialects
- Improved native voice transcription accuracy for specific English dialects
Employee productivity
- Configure combined voice utilization for ACD and non-ACD calls
- Inbound ACD voice call support on Communicate mobile app
- Manage user presence in the Communicate mobile app
Workforce engagement
- Monthly view for capacity planning results
Deprecations
- Deprecation: Mobile Messenger legacy Android and iOS code removal
Customer engagement
- 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
- Copilot panel and chart expansion for Journey Management
Employee productivity
- Extended markdown in messaging channels
- Configurable audio alert duration for agents
Open platform
- CX Cloud media helper alert for failed calls
Self service and automation
- Use knowledge in AI Guides
Account management
- API for custom user attributes in user profiles
- Support for data filtering rules in outbound digital channels
Customer engagement
- Support for authenticated web messaging in single customer view
Self service and automation
- Genesys Virtual Agent support for knowledge fabric
Workforce engagement
- Granular access control for gamification using reporting hierarchy
Deprecations and announcements
- Deprecation: Administrator login using only user name and password
Customer engagement
- Inbound WhatsApp business calling
- Attempt control enhancements
- Automatically end preview interactions after wrap-up
Data, analytics, and reporting
- AI scoring model upgrade for natural-language evaluation questions
Employee productivity
- Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
- Manage user presence in the Communicate mobile app
- Queue ID attribute for embeddable framework click-to-dial
Open platform
- Genesys Cloud Voice phone number redirection for business continuity (US & Canada)
- Greater outbound performance and platform enhancements for BYOC Cloud
- Locale-based date and time display
Self service and automation
- LAM-powered virtual agents in AI Studio
Workforce engagement
- Automated agent scoring in speech and text analytics programs
Deprecations
- Deprecation: agent assistance
Open Platform
- Updated regional feature deployment schedule now in effect
Account Management
- Set default multi-factor authentication (MFA) device for multi-device users
- AuthorizedClientIDs SAML attribute for SSO integrations
Customer engagement
- Support for keyboard type in Apple Messages for Business forms
- Post-flow action in Architect message flows
- Customer intent taxonomy and agent visibility
- Automatically establish a persistent connection when an agent goes on-queue
- WebRTC idle media timeout
Employee productivity
- Genesys Tempo cross-week shift trading
- Accessibility improvements for conversation initiation
- Agent Copilot queue filters
- Agent Copilot knowledge configuration support
Open platform
- Genesys Cloud Voice in Singapore
- Genesys Cloud Voice in Mexico
- WebRTC phone upgrade opt-in setting
- Seamless reconnections in AudioHook Monitor integrations
Self service and automation
- Introducing Knowledge Fabric
Workforce engagement
- Workforce management main forecast table view
Account management
- Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
- BYOC Premises Edge devices in Edges list view
Customer engagement
- Mobile Messenger support for markdown formatting
- Social direct messages, social post injections, and social post responses allowance increase per AI token
- Create rules based on workitem creation date
- Generate web survey links on demand with an API
Employee productivity
- Domain allow list for emails
- Summaries for consult transfers for Agent Copilot
Open platform
- CX Cloud in Salesforce after-call work component
Workforce engagement
- API to List Past Recognitions
- Real-time agreement rates in evaluation forms
- Reply-To field in email transcripts
- Long-term forecast and schedule generation up to 104 weeks
- Granular evaluation metrics in the Evaluation Aggregate API
Deprecations
- Deprecation: Mobile Messenger legacy Android and iOS code removal
Open Platform
- Updated regional feature deployment schedule now in effect
Customer engagement
- Outbound limit alerts for voice campaigns in the Operations Console
- Set post-call actions for voice calls using public APIs
Data, analytics, and reporting
- Improved native voice transcription accuracy for Spanish dialects
Employee productivity
- Conditional access policy support for Microsoft Entra ID
- Send group voicemail notifications to the group email address
- Add standalone phones to groups for group ring
Workforce engagement
- Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration
Deprecations and announcements
- Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes
Open Platform
- Update to regional feature deployment schedule effective January 12, 2026