Genesys Cloud Release notes

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

March 23, 2026Click to collapse

Customer engagement

New commercial model for Work Automation tasks and workitems
Genesys Cloud introduces Case management
Poly/HP Edge B Series managed phones available in Genesys Cloud
Message parking for Genesys Cloud

Data, analytics, and reporting

Ingest external events through APIs for External Contacts

Employee productivity

Support for Poly Trio C60 conference phone as a Genesys managed phone
Extended markdown in messaging channels

Open platform

Support for multiparty voice calls in CX Cloud with Salesforce Service Cloud Voice

Deprecations

Deprecation: GPE journey outcomes

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March 16, 2026Click to expand

Customer engagement

WhatsApp support for interactive rich link messages
Public availability of the workitems Query Sync API

Employee productivity

Enable knowledge configuration for additional languages
Add standalone phones to groups for group ring
Genesys Summarization Connector for Agent Copilot interaction summaries

Data, analytics, and reporting

Introducing Content Exploration view
Charts user experience enhancements
Add program filter to phrase testing in Topic Editor
Topic miner support for Danish, Finnish, Norwegian and Swedish
API-based dictionary management for EVTS with AWS Transcribe

Open platform

Enable BYOI for new CX3 organizations with injected interactions

Self service and automation

Support for custom ASR dictionaries in bot flows

Workforce engagement

Generate schedules using minimum coverage
API to export continuous forecast data for external use

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March 9, 2026Click to expand

Customer engagement

Improved diagnostics for outbound voice campaigns
Filter knowledge portal results by article labels
Pagination for web deployment list APIs
Increased limits for Messenger configuration and deployment counts

Self service and automation

Bring Your Own Technology (BYOT) ASR engines in Architect bot flows

Deprecations

Deprecation: Administrator login using only username and password

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal
Deprecation: Billing APIs and UI components update

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March 2, 2026Click to expand

Account management

Improved Operational Console user interface
New permissions for managing phone associations

Data, analytics, and reporting

New PATCH API endpoint for external contacts
Use AI to generate topic phrases

Employee productivity

Secure pause available on all call types, not just ACD calls
Pin messages in Collaborate chat for quick reference on mobile

Self service and automation

API endpoints for uploading knowledge files using custom integrations
Decision rules priority setting

Workforce engagement

Average alert time metric for Gamification Profiles
View evaluation scores in the interaction detail quality summary

Deprecations

Deprecation: Token Implicit Grant for OAuth clients
Deprecation: Open messaging inbound endpoint

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February 23, 2026Click to expand

Contact Center

Upcoming end of native support for select Google and Microsoft TTS voices

Customer engagement

Attempt control enhancements
Native Architect action for customer intent retrieval
Improved Global Media Fabric responsiveness with regional caching of Architect prompts
Enhanced outbound WhatsApp messaging performance

Data, analytics, and reporting

Sensitive data masking support for Arabic, Hindi, Japanese, and Korean voice transcripts
Sensitive data masking support for Arabic, Dutch, Hindi, Japanese, and Korean chat and messaging transcripts
Extended Voice Transcription Services transition to Amazon Transcribe for all supported languages
Architect journey flows data limit visibility and guidance improvements
Genesys Cloud conversation attribute API support
Analytics Aggregate API Top N sorting
Journey management insights with survey events and virtual agent filters
Introducing Channel Insights dashboard
Improved native voice transcription accuracy for Spanish dialects
Improved native voice transcription accuracy for specific English dialects

Employee productivity

Configure combined voice utilization for ACD and non-ACD calls
Inbound ACD voice call support on Communicate mobile app
Manage user presence in the Communicate mobile app

Workforce engagement

Monthly view for capacity planning results

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal

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