List of the Genesys Cloud release notes published in June 2026.
Customer engagement
- Mobile Messenger support for time slot picker
- Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
- Messenger input forms for digital bot flows
- Rate limiting for conversation assignment
- Caller ID inheritance for agent-created customer first callbacks
- Case record comments
Data, analytics, and reporting
- Sensitive data masking support for Hebrew and Turkish voice transcripts
- Sensitive data masking support for Hebrew and Turkish messaging transcripts
- Program-level sentiment and empathy analysis controls
- Increased dictionary terms limit for native transcription
- Improved native transcription accuracy for English dialects and specialized domains
- Sentiment Feedback user interface modernization
- Speech and Text Analytics configuration UI modernization
- Unified and scalable Genesys Cloud CX conversation data extraction
Employee productivity
- Call Session Service rollout for eligible organizations
- Associate mobile app rebrand and user experience refresh
- Bulk user operations for Genesys Cloud Copilot
Open platform
- ServiceNow email routing via Genesys Cloud
Self service and automation
- Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
- Dark mode support and user interface update for Architect
- Improved Knowledge answers in Agent Copilot and Virtual Agent
Workforce engagement
- Work team-level access control for time-off requests
- Live screen monitoring for agent supervision
- Delete activity plans and future occurrences
Deprecations
- Deprecation: GPE journey outcomes
- Deprecation: Native voice transcription for Polish (pl-PL)
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Customer engagement
- Engagement source tagging for Open Messaging
- Inline image rendering for X direct messages
- Campaign health view enhancements
- Detect and mask explicit images in social listening posts
Data, analytics, and reporting
- Improved native voice transcription for French dialects
- Styling and pagination improvements for Analytics dashboards and Performance views
- PATCH endpoints for external organizations, relationships, and notes
Employee productivity
- Supervisor takeover for active messaging conversations
- Agents can create summaries of interactions on-demand
Open platform
- Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)
Self service and automation
- Metadata-driven access control in knowledge fabric
- Knowledge Fabric API synchronization and file management enhancements
Workforce engagement
- Start and end times for full-day time-off requests
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Account management
- Configure inactivity timeout redirect behavior for SSO
- Restrict OAuth client credential grants by IP address range
Customer engagement
- Organization-level agent evaluation rate limiting for routing assignments
Data, analytics, and reporting
- Journey Management charts support for numeric attributes
- Semantic topic spotting for topic configuration
- Broaden Journey Management perspective with external data source API
Employee productivity
- Update user menu in the new Genesys Cloud navigation
- Exact match in Agent Copilot checklists
- Agents can view and complete multiple Agent Copilot checklists during an interaction
Workforce engagement
- Increase the granularity of time off limits to 15 minutes, by agent
- Expanded employee inclusion rules for activity plans
- Editable activity plans for greater flexibility
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Customer engagement
- Rate limiting for agent evaluations during best-skills routing
Data, analytics, and reporting
- Additional language support for transcription
Employee productivity
- Intraday metrics and simultaneous media type views on Insights mobile app
- Blocked days and manual approval days in Tempo time-off requests
Open platform
- Genesys Cloud Voice supports international dialing prefix restrictions
- CX Cloud for Genesys and Salesforce support for inbox voicemail and recordings
- OAuth client credentials support for Salesforce data actions
Self service and automation
- Verbatim user input configuration for Agentic Virtual Agent authors
Workforce engagement
- Sync manual schedule edits with Activity Plan occurrences
- Schedule set bidding
- Increased maximum work plan activity time from shift end
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Customer engagement
- Caller ID inheritance for agent-created customer first callbacks
- Drill down from workitem dashboards to underlying workitems and agents
Data, analytics, and reporting
- Digital channel performance insights in Channel Insights dashboard
- Import Architect flows into Journey Management
Employee productivity
- Genesys Agent Copilot and Virtual Agent, and knowledge Filipino, Malay, Hebrew, and Greek language support
Self service and automation
- Update Agentic Virtual Agent tool configuration after saving
- Decision tables now support import and export functionality
- List and validate uploaded documents with the knowledge fabric API
Workforce engagement
- View volume and AHT forecasts in capacity plans
- Time off request filtering, sorting, and sequential approval
- Expanded answer options for AI scoring questions
Deprecations
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain
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