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Genesys Cloud Release notes

Click here to view Genesys Cloud release schedule, upcoming features, UI and platform updates, and diagnostic logsClick to expand

August 24, 2026Click to collapse

Customer engagement

Agentless outbound notifications for web and mobile messaging
Web survey invitation send time configuration for digital interactions
AI-generated summaries for linked case interactions
Contact list and record retention
Improved HTTP response handling for Architect data actions

Data, analytics, and reporting

Dark and light mode theme options for Analytics Performance dashboards

Open platform

ServiceNow incident and HR case routing support

Self service and automation

Monitor LAM-based agentic virtual agents in the VA Performance dashboard
Public APIs for agentic virtual agent management
Navigate to utterance timestamps in call recordings within bot flows
Spec-driven development for agentic virtual agents

Workforce engagement

Workforce management administrator module date and time enhanced localization
Agent State API enhancements

August 17, 2026Click to expand

August 10, 2026Click to expand

Customer engagement

Participant names and avatars in Mobile Messenger
ACD skill expression performance view and interaction columns

Data, analytics, and reporting

Reprocess historical interactions with Speech and Text Analytics
Reprocess interactions with updated topics on demand through UI

Employee productivity

Third-party application responses in Genesys Agent Copilot

Self service and automation

Agentic Virtual Agents deterministic conditioning for tool output values

Workforce engagement

Live screen monitoring for agent supervision
System-detected historical forecast outliers
AI scoring support for Genesys Cloud CX2 with AI tokens

Deprecations

Deprecation: Pointillist
Deprecation: Salesforce data action username and password credentials

August 3, 2026Click to expand

Account management

Temporary removal of Pair with Genesys Care button from commercial regions
Simplified permissions view with updated Select All controls

Customer engagement

Improved detection of SMS opt-out requests
Google Business Profile ratings and engagement source
Social media follower count and verified status

Data, analytics, and reporting

Improved accuracy and reliability of date-time picker

Employee productivity

Filters and metrics in the Agent Copilot Performance dashboard

Workforce engagement

Customizable activity code colors
Enhanced screen recording playback

Deprecations

Deprecation: Removal of AI Guides (version 1)

July 27, 2026Click to expand

Account management

Customizable inactivity timeout for organizations with the HIPAA setting enabled
Add login hint to OAuth client URLs
Assign divisions to ACD skills

Customer engagement

Expanded Alphanumeric Sender ID Support

Data, analytics, and reporting

Expanded External Contacts export support
Journey Management data export for BI tools

Employee productivity

Copilot AI agent configuration in AI Studio

Open platform

Manual wrap-up codes for digital messaging in ServiceNow Unified Experience
Multiple concurrent Genesys applications per user
Enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice
Data Actions support for Google Cloud Run Functions (v2)

Self service and automation

Customize virtual agent interaction summaries

Workforce engagement

Import decision metrics for workforce management
Time-based filtering for opportunities and enrollments

Deprecations

Deprecation: BYOC Premises – Genesys Hardware Solution end of life
Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1

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