Genesys Cloud – Features coming soon

The Pair with Genesys Care button has been temporarily removed from the Authorized Organizations page in commercial regions while Genesys updates the organization pairing workflow. The existing pairing process with Genesys Cloud Product Support remains unchanged, and existing organization pairings are unaffected. The button remains available in FedRAMP regions where the updated authorization model is already supported.

Administrators can now use a simplified, flattened permissions view with domain headers to manage roles and permissions more efficiently. This update replaces the hierarchical layout with a more intuitive design and includes updated Select All controls at the domain and entity levels. Administrators can also export the selected permissions to a CSV file by using the new export button. This change improves the overall user experience and reduces administrative overhead when managing large numbers of permissions.

Genesys Cloud improves detection of SMS opt-out requests by recognizing a broader range of phrases and variations beyond single keywords. Inbound messages are evaluated using both keyword-based logic and phrase matching against predefined opt-out phrases across multiple languages. When a message matches one of these phrases, Genesys Cloud treats it as an opt-out request and automatically updates suppression tables. This improvement helps ensure opt-out requests are identified more consistently and supports compliant consent handling. This feature is available in all Genesys Cloud regions except Canada Central 1 Region (CAC1) and FedRAMP.

Administrators, supervisors, and agents can now view Google Business Profile ratings and engagement source information across social listening posts, filters, transcripts, recordings, and messaging. Administrators can also use Google Business Profile ratings as criteria in social escalation rules. These enhancements help organizations prioritize customer feedback and manage Google Business Profile interactions without leaving Genesys Cloud.

Administrators and agents can now view social media follower count and verified status in social listening posts, social listening and performance filters, drill-down views, and the agent desktop. Administrators can also use these attributes as criteria in social escalation rules to help prioritize interactions based on a user's social media profile.

Administrators and analysts can now specify both the date and time when selecting a date range in Journey Management. This enhancement provides greater precision when defining the customer activity to analyze and displays the selected time range using the user's local time zone.

Supervisors can now filter the Agent Copilot Performance dashboard by Copilot or queue. This update allows supervisors to focus on specific Copilots or groups of interactions. Supervisors can also view new metrics, including answer generation metrics and After Call Work summary generation time. These metrics provide additional insight into Copilot usage and the time required to generate summaries.

Workforce management administrators can now customize the background and font colors for activity codes. This feature helps create a consistent visual representation of activities, making schedules easier for administrators and agents to understand at a glance.

Supervisors and evaluators can now use new playback and navigation tools to review screen recordings. These tools allow users to adjust playback speed, zoom in on specific screen areas, and pan across the screen while maintaining visual clarity. This enhancement helps improve efficiency when reviewing recordings and inspecting on-screen details.

On August 31, 2026, Genesys Cloud will remove support for AI Guides (version 1). Organizations that continue to use Guides V1 after this date will no longer be able to use the feature. To avoid service disruption, migrate existing Guides V1 implementations to Guides V2 or Agentic Virtual Agent before August 31, 2026.