Genesys Cloud Release notes

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

March 9, 2026Click to collapse

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

View details

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

View details

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

View details

February 16, 2026Click to expand

Customer engagement

Predictive routing queues summary enhancements
WhatsApp support for interactive list pickers in bot conversations
Automatic sign-in for authenticated Messenger users
Workitem Insights views for supervisors

Data, analytics, and reporting

Copilot panel and chart expansion for Journey Management

Employee productivity

Extended markdown in messaging channels
Configurable audio alert duration for agents

Open platform

CX Cloud media helper alert for failed calls

Self service and automation

Use knowledge in AI Guides

View details

February 9, 2026Click to expand

Account management

API for custom user attributes in user profiles
Support for data filtering rules in outbound digital channels

Customer engagement

Support for authenticated web messaging in single customer view

Self service and automation

Genesys Virtual Agent support for knowledge fabric

Workforce engagement

Granular access control for gamification using reporting hierarchy

Deprecations and announcements

Deprecation: Administrator login using only user name and password

View details

[NEXT] Was this article helpful?

Get user feedback about articles.