Genesys Cloud – February 2026

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