List of the Genesys Cloud release notes published in March 2026.
Customer engagement
- Use workitem expiry date as an automation milestone in Work Automation
- Contact Management UI enhancements
- Precise Dialing mode (Progressive mode with agent reservation)
- Single customer view: Customer journey support for cases, tasks, and workitems
- New metric displays for monitoring BYOC Premises edge and trunk status
Data, analytics, and reporting
- Journey Management improves support for ad-hoc journey analysis
- Improved identity resolution for Genesys Cloud web event and mobile app event tracking
Employee productivity
- Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC
Open platform
- Digital messaging channels available in Unified Experience
Self service and automation
- Agentic Virtual Agents can now return output variables to Architect
- LAM-powered Agentic Virtual Agents in AI Studio
- Voice processing prompts in bot flows
Workforce engagement
- 15-minute interval support in Genesys Cloud Notifications Service for analytics data aggregates
- Snippet recording for ACD calls
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Customer engagement
- New commercial model for Work Automation tasks and workitems
- Genesys Cloud introduces Case management
- Poly/HP Edge B Series managed phones available in Genesys Cloud
- Message parking for Genesys Cloud
Data, analytics, and reporting
- Ingest external events through APIs for External Contacts
Employee productivity
- Support for Poly Trio C60 conference phone as a Genesys managed phone
- Extended markdown in messaging channels
Open platform
- Support for multiparty voice calls in CX Cloud with Salesforce Service Cloud Voice
Deprecations
- Deprecation: GPE journey outcomes
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Customer engagement
- WhatsApp support for interactive rich link messages
- Public availability of the workitems Query Sync API
Employee productivity
- Enable knowledge configuration for additional languages
- Add standalone phones to groups for group ring
- Genesys Summarization Connector for Agent Copilot interaction summaries
Data, analytics, and reporting
- Introducing Content Exploration view
- Charts user experience enhancements
- Add program filter to phrase testing in Topic Editor
- Topic miner support for Danish, Finnish, Norwegian and Swedish
- API-based dictionary management for EVTS with AWS Transcribe
Open platform
- Enable BYOI for new CX3 organizations with injected interactions
Self service and automation
- Support for custom ASR dictionaries in bot flows
Workforce engagement
- Generate schedules using minimum coverage
- API to export continuous forecast data for external use
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Customer engagement
- Improved diagnostics for outbound voice campaigns
- Filter knowledge portal results by article labels
- Pagination for web deployment list APIs
- Increased limits for Messenger configuration and deployment counts
Self service and automation
- Bring Your Own Technology (BYOT) ASR engines in Architect bot flows
Deprecations
- Deprecation: Administrator login using only username and password
Deprecations
- Deprecation: Mobile Messenger legacy Android and iOS code removal
- Deprecation: Billing APIs and UI components update
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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
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