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Genesys Cloud FedRAMP Region Release notes

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

Genesys Cloud FedRAMP region – July 13, 2026Click to collapse

Customer engagement

Profile Panel improvements for contact actions
Messenger customizable launcher button

Data, analytics, and reporting

Journey Management: Removal of event overage charges
Removal of transcription confidence threshold configuration

Employee productivity

Agent Copilot enhanced conversational understanding for knowledge searches

Open platform

Genesys TTS Connector general availability

Self service and automation

LAM-powered Agentic Virtual Agents in AI Studio
Preserve tracking IDs in Architect flow YAML export and import
Knowledge Fabric support for Czech and Hungarian
Architect flows: Dynamic terminating character configuration
Knowledge Fabric configuration preview improvements

Genesys Cloud FedRAMP region – July 6, 2026Click to expand

Account management

Custom user attributes for ABAC policies

Employee productivity

Using custom attributes for knowledge filtering within Agent Copilot

Open platform

CX Cloud from Genesys and Salesforce support in the FedRAMP region

Self service and automation

Transfer interactions to another queue from the In-Queue Flow Error event
Genesys Agentic Virtual Agent language support for Czech, Danish, Dutch (Belgium), Filipino, Finnish, French (Belgium), Greek, Hungarian, Malay, Norwegian, Polish, Portuguese (Portugal), Swedish, and Turkish
Bot Flow can call another bot flow

Workforce engagement

Evaluation and survey forms division awareness
Batch adjust start times in the schedule editor

Deprecations

Deprecation: Native voice transcription for Polish (pl-PL)

Genesys Cloud FedRAMP region – June 29, 2026Click to expand

Customer engagement

Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
Messenger input forms for digital bot flows
Rate limiting for conversation assignment
Caller ID inheritance for agent-created customer first callbacks
Case record comments

Data, analytics, and reporting

Program-level sentiment and empathy analysis controls
Increased dictionary terms limit for native transcription
Improved native transcription accuracy for English dialects and specialized domains
Sentiment Feedback user interface modernization
Speech and Text Analytics configuration UI modernization
Unified and scalable Genesys Cloud CX conversation data extraction

Employee productivity

Call Session Service rollout for eligible organizations
Associate mobile app rebrand and user experience refresh

Self service and automation

Dark mode support and user interface update for Architect
Improved Knowledge answers in Agent Copilot and Virtual Agent

Workforce engagement

Work team-level access control for time-off requests
Live screen monitoring for agent supervision
Delete activity plans and future occurrences

Genesys Cloud FedRAMP region – June 22, 2026Click to expand

Customer engagement

Engagement source tagging for open messaging
Inline image rendering for X direct messages
Campaign health view enhancements
WhatsApp template messages now support image carousels

Data, analytics, and reporting

Styling and pagination improvements for Analytics dashboards and Performance views
PATCH endpoints for external organizations, relationships, and notes

Employee productivity

Supervisor takeover for active messaging conversations
Agents can create summaries of interactions on-demand

Open platform

Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)

Self service and automation

Metadata-driven access control in knowledge fabric
Knowledge fabric API synchronization and file management enhancements

Workforce engagement

Start and end times for full-day time-off requests

Genesys Cloud FedRAMP region – June 15, 2026Click to expand

Account management

Configure inactivity timeout redirect behavior for SSO
Restrict OAuth client credential grants by IP address range

Customer engagement

Organization-level agent evaluation rate limiting for routing assignments

Data, analytics, and reporting

Journey Management charts support for numeric attributes
Semantic topic spotting for topic configuration
Broaden Journey Management perspective with external data source API

Employee productivity

Update user menu in the new Genesys Cloud navigation
Exact match in Agent Copilot checklists
Agents can view and complete multiple Agent Copilot checklists during an interaction

Workforce engagement

Increase the granularity of time off limits to 15 minutes, by agent
Expanded employee inclusion rules for activity plans
Editable activity plans for greater flexibility

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