Genesys Cloud – January 26, 2026
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Updated regional feature deployment schedule now in effect
Administrators can now follow the updated Genesys Cloud regional feature deployment schedule, which takes effect with this release. The new schedule helps improve reliability and coordination across all Genesys Cloud regions. Feature releases now begin on Tuesday and complete on Friday, occurring during off hours based on each local region. The automated feature toggle schedule starts at noon ET, with the first regions beginning at 1:00 a.m. local time on Tuesday. Previously, releases began on Monday and completed by Wednesday. This update extends the schedule to provide greater operational control, reduce regional overlap, and help ensure a stable release experience across all Genesys Cloud regions.
AuthorizedClientIDs SAML attribute for SSO integrations
Genesys Cloud added a new SAML attribute, AuthorizedClientIDs, for use in single sign-on integrations. Identity providers can use this attribute to determine which clients the authenticated user can access via the AuthorizedClientIDs SAML attribute, AuthorizedClientIDs. If an authenticated user attempts to access a client that is not included in the AuthorizedClientIDs list, then instead of creating an access token for that client, Genesys Cloud redirects the user back to the Identity Provider for more verification. This attribute provides an additional layer of security by enabling organizations that use SSO to securely allow access to specific applications such as WebRTC Media Helper or Genesys Tempo, both within and outside virtual desktop infrastructure (VDI) environments, without reliance on the more restrictive Allowed IP Addresses feature.
Set default multi-factor authentication (MFA) device for multi-device users
Genesys Cloud can now allow users who register multiple MFA devices to choose which device Genesys Cloud uses first during login. This enhancement gives users more flexibility and helps to improve the sign-in experience when they use more than one MFA method, such as a passkey and a time-based one-time password app. Updated on-screen guidance also helps users switch to a secondary MFA device when there is an issue with the default device, which supports consistent access while maintaining strong MFA protection.
Support for keyboard type in Apple Messages for Business forms
Administrators can now configure the keyboard type and enable auto-complete for single-line and multi-line input fields in Apple Messages for Business forms. These options help users enter information more quickly and with fewer manual keystrokes by matching the keyboard to the expected data and allowing relevant suggestions to appear as they type. As a result, customers can complete forms more easily within the conversation, which helps to improve data accuracy and the overall form filling experience.
Post-flow action in Architect message flows
Flow authors can now use the Architect Set Post Flow action to configure post-disconnect flows that automatically start when an agent disconnects from a messaging conversation. Within the original message flow, administrators define the conditions that trigger a follow-up flow based on such details as channel, queue, or customer attributes. The triggered flow can send surveys, collect NPS feedback, deliver forms or documents, or run workflows for tasks like CRM updates and notifications. This feature provides organizations with the control and flexibility to automate post-conversation processes and improve customer experience without increasing the agent workload.
Customer intent taxonomy and agent visibility
Administrators can now create and manage a customer intent taxonomy at the platform level. This feature groups existing intent-like signals into a single, normalized data point on the customer profile, which persists across the customer journey. With this enhancement, administrators define and maintain a shared taxonomy that aligns segments, topics, and NLU intents under consistent customer intents. Genesys Cloud displays the assigned intents in the customer journey panel, and shows the most recent intent on the agent roster. This visibility helps to reduce repeated questions, supports more focused responses, and makes it easier for teams to analyze and orchestrate experiences based on what customers are trying to achieve.
Automatically establish a persistent connection when an agent goes on-queue
Administrators can now configure WebRTC phones with a persistent connection to automatically establish an active connection when agents go on-queue or become available for direct routing. Genesys Cloud then routes voice interactions only after the media path is ready, which helps to improve time-to-agent and support compliance targets for high-volume dialing environments. With this enhancement, the system handles connection setup in the background, reduces the need for manual steps, and helps agents answer initial and post-break calls more quickly and consistently.
WebRTC idle media timeout
Administrators can now enable the media recovery feature for Genesys Cloud WebRTC phones to help prevent unnecessary disconnects when the media stream is interrupted. With this setting, administrators configure an attempt recovery timeout and Genesys Cloud then attempts to reestablish the media stream when the interaction reaches that timeout, instead of ending the call immediately. This enhancement improves the experience for agents and customers by allowing calls to recover from brief network or client disruptions, which helps to reduce mid-call drops and supports smoother investigations with the added recovery-related metrics.
Genesys Tempo cross-week shift trading
Administrators can now allow agents to trade shifts across different weeks, within the same planning period and schedule, in Genesys Tempo. Previously, Tempo supported shift trades only within the same week. This enhancement gives agents more flexibility to handle schedule changes on the go, while workforce management continues to evaluate trade options against existing forecasts, staffing requirements, and service goals. The added flexibility improves employee engagement in schedule management and reduces the need for manual adjustments by workforce planners.
Accessibility improvements for conversation initiation
Administrators can now provide a more accessible Start a conversation experience for agents who use screen readers such as JAWS or rely on keyboard-only navigation. This update restructures the previous full-screen Start a conversation modal to follow WCAG 2.1 guidance and Genesys accessibility and UX best practices. With this enhancement, the interface manages focus, keyboard navigation, and ARIA roles more predictably and exposes tooltip and icon context in call controls to assistive technologies. These improvements help agents who use screen readers better understand icon functionality, access key descriptions, and complete tasks more accurately in high-pressure environments.
Agent Copilot queue filters
Administrators can now filter Agent Copilots to show only those configurations that have queues assigned to them. This enhancement helps administrators quickly see where Agent Copilot is deployed and then focus on the queues that actively use it. This filter helps make it easier to identify assigned queues, streamline configuration changes, and ensure that Agent Copilot management aligns with the organization's queue strategy.
Agent Copilot knowledge configuration support
Administrators can now connect knowledge configurations to Agent Copilot so that agents receive conversational, context-aware AI-generated answers from knowledge sources. This connection helps to improve the accuracy and relevance of knowledge that appears during customer interactions, including content from external repositories connected via fabric connectors. With this enhancement, administrators select knowledge base configurations during Agent Copilot configuration, which helps agents find the right information more quickly.
Genesys Cloud Voice in Singapore
Administrators can now use Genesys Cloud Voice in the Singapore AWS region (ap-southeast-1) as a native telephony option. Organizations that select Singapore as their home region can purchase and port Direct Inward Dialing (DID) and toll-free numbers available under the GCV offering, subject to activation requirements. This expansion helps Singapore-based organizations consolidate number purchasing and porting with Genesys Cloud Voice instead of managing separate third-party telecom providers.
Genesys Cloud Voice in Mexico
Administrators can now use Genesys Cloud Voice in the Mexico AWS region (mx-central-1) as a native telephony option. Organizations that select Mexico as their home region can purchase and port Direct Inward Dialing (DID) and toll-free numbers available under the GCV offering, subject to activation requirements. This expansion helps to give Mexico-based organizations a straightforward way to consolidate number purchasing and porting with Genesys Cloud Voice instead of managing separate third-party telecom providers.
WebRTC phone upgrade opt-in setting
Administrators can now enable an optional setting in global telephony settings to upgrade WebRTC phones for compatibility with advanced features. When enabled, this setting standardizes WebRTC phone configuration so that phones support automatic persistent connection establishment for faster call setup and graceful media recovery to improve resiliency during network disruptions. This opt-in path helps to ensure that customers prepare WebRTC phones for current and future advanced features while maintaining control over when they upgrade configuration.
Seamless reconnections in AudioHook Monitor integrations
Administrators can now enable reconnections for AudioHook Monitor integrations when certain connection issues occur. With this update, the AudioHook client can automatically reconnect and send up to 20 seconds of buffered audio to help stitch the previous and new streams together. This feature improves audio streaming continuity during long-running conversations and reduces the risk of gaps in the audio that partners and customers use for transcription, analysis, or other services.
Introducing Knowledge Fabric
Knowledge Fabric allows administrators to easily connect enterprise knowledge directly at the source, enabling faster, more accurate, and more consistent information delivery across agents, bots, and generative AI experiences. This release introduces improved content connection and ingestion, including simplified integration with enterprise sources such as SharePoint, enhanced semantic search and contextual AI-generated answers, and greater administrative control over how knowledge is queried and presented. A new Testbench also enables teams to safely validate and fine-tune search and answer behavior in a non-production environment before deploying changes.
Workforce management main forecast table view
Administrators and supervisors can now switch between a chart view and a new read-only table view on the Main Forecast page. The new table view presents the same forecast data in a clear, structured layout that works well with screen readers and keyboard navigation. Administrators and supervisors can review interval-level values, compare actuals, and forecasts across days and time periods, and validate trends more easily in the format that best fits their workflow. Users can toggle between the chart and table views on the same screen, which helps to ensure consistent analysis without changing how data is configured or displayed elsewhere.
Note:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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