Genesys Cloud – August 24, 2026

Administrators can now send proactive, asynchronous notifications to customers through web and mobile messaging channels without requiring a live agent interaction. Using Architect flows, data actions, or APIs, organizations can trigger event-based messages such as appointment reminders, order status updates, and transactional notifications. This feature enables organizations to provide timely updates within the existing messaging conversation and can help reduce inbound inquiries and agent workload.

This feature allows administrators to configure web survey invitations, to follow the individual threading timelines or have a default 72 hour window. This feature gives organizations greater flexibility to determine the most appropriate time to send survey invitations and can help improve survey response rates.

Supervisors and case managers can now view AI-generated summaries for interactions linked to a case directly in the Case Details view. This feature helps users quickly understand interaction context without reviewing full transcripts or recordings, supporting faster case triage and resolution.

Administrators can now configure retention periods for outbound contact lists and individual contact records. Genesys Cloud automatically removes contact lists and records when their configured retention periods expire, helping organizations reduce manual cleanup and support data governance requirements while protecting data that is actively in use by campaigns.

Architect voice flows now surface HTTP response status codes and error reasons from data actions and secure data actions, providing more accurate error handling and consistency with other Architect flow types.

Supervisors can now enable the dark or light mode theme for all dashboards, including private dashboards owned by them, public dashboards, and the dashboards shared with them, and view the dashboards in their preferred theme.

Administrators can now route ServiceNow incidents from ServiceNow IT Services Management (ITSM) workspaces and HR cases from HRSD workspaces through Genesys Cloud workitems. This enhancement extends the existing ServiceNow case routing experience to additional record types, helping organizations consolidate work routing and support consistent synchronization, agent status, reporting, and analytics across ServiceNow workflows.

AI builders and contact center supervisors can now monitor the performance of Large Action Model (LAM)-based agentic virtual agents in the VA Performance dashboard. This update introduces a summary view that displays interaction volume, error rates, top failing tools or steps, and cost and latency trends, helping users identify performance issues and optimize LAM-based experiences.

Developers can now use public APIs to programmatically create, read, update, delete, and publish agentic virtual agent (AVA) configurations. The APIs use structured schemas documented in Dev Center, providing a documented alternative to JSON-blob contracts. This capability enables developers to automate AVA management for workflows such as CI/CD, organization migrations, and programmatic provisioning.

Bot authors can now navigate directly from an utterance in the Utterance History Viewer to the corresponding location in the call recording within Architect. This feature enables users to play the relevant portion of a recording without manually searching through the full interaction, making it easier to validate speech recognition results and evaluate speech-to-text engine performance.

Developers can now use external AI coding agents with spec-driven development capabilities to plan, build, test, and optimize agentic virtual agents (AVAs). This feature includes public CRUD APIs and agent skills for design, build, iteration, test generation, and test running. Developers can also use temporary Python-based Genesys Cloud function stubs to test agent logic and conversation flows before completing backend integrations.

Workforce management administrators can now view dates and times in administrator modules using formats that match their regional preferences. Genesys Cloud determines the appropriate format by using the user's language preference together with the browser locale when supported, providing a more familiar and consistent date and time display across workforce management modules.

Supervisors can now retrieve real-time adherence and scheduled activity data through the Agent State API alongside existing conversation activity. This enhancement provides greater visibility into agent adherence and scheduled work, helping supervisors diagnose queue performance and better understand agent resource allocation.