Genesys Cloud – February 9, 2026

Administrators can now define and manage custom user attributes on user profiles through public APIs. This API enables organizations to store additional user-specific data directly with the user record. Custom user attributes support flexible user management, enable organization-specific business rules, and simplify integrations with third-party systems that require user-level metadata. This feature is API-only and not yet available for the Genesys Cloud interface. The Genesys Cloud Developer Center includes documentation and usage examples. In a future release, Genesys may release a corresponding UI experience.

Administrators can now apply data filtering rules to agent-created outbound digital messages to identify and block sensitive or inappropriate content before messages are sent. Filters can be predefined, such as profanity or emoji filters, or custom-defined using regular expressions. With this update, administrators can apply filtering to outbound messages created by agents, helping organizations prevent the use of inappropriate language, support privacy and regulatory policies, and maintain greater control over content sent through digital messaging channels.

Administrators can now enable support for the authenticated web messaging channel in single customer view. Agents can search for and select an existing contact in the Profile panel or create a new contact and claim an external ID supplied by an OpenID Connect (OIDC) provider as an identifier. Authenticated web messaging interactions now appear in the customer journey, helping agents understand past interactions across all supported channels. This enhancement helps agents and bots recognize returning users, access journey context, and deliver more consistent, personalized interactions. It also improves identity resolution and supports the claim of identifiers for external contacts, providing a more complete view of customer interactions.

Administrators can now configure virtual agents to use either a knowledge workbench v2 knowledge base or a knowledge fabric configuration in Architect. Each bot uses one option at a time. With this update, bot authors can select a knowledge fabric configuration and control generative answer mode and bias settings directly in Architect. Knowledge workbench defaults appear as read-only. This update helps teams keep existing, rules-based bots unchanged while enabling newer bots to deliver context-aware, generative responses using knowledge sources such as SharePoint. It also provides more consistent, touchpoint-level control over how virtual agents respond at runtime.

Administrators can now apply more granular access control to gamification data and user interfaces using attribute-based access control (ABAC) policies based on the organizational reporting hierarchy. Supervisors can view gamification data only for their direct reports, while administrators continue to have full access. With this update, access aligns more closely with reporting relationships. Managers of supervisors can also view gamification data for agents in their reporting chain, up to three levels deep. With this update, organizations can align gamification visibility with management structure and provides more appropriate access to scorecards and insights pages and widgets.

On November 17, 2025, Genesys announced that it would deprecate the ability for administrators to log in using only a user name and password on February 9, 2026. The deprecation will now occur no sooner than March 9, 2026. From the effective date, administrators must also use multi-factor authentication (MFA) when they sign in to Genesys Cloud. This change applies to all administrator accounts with elevated access permissions, except those that authenticate through single sign-on (SSO) systems, which already require MFA. Requiring MFA helps improve account security and reduces the risk of unauthorized access when login credentials are compromised.