Genesys Cloud FedRAMP Region – August 25, 2025

Genesys Cloud can now only recognize single-word OptOut messages for US text messaging services; for example, STOP, QUIT, CANCEL, END, UNSUBSCRIBE, and newly supported REVOKE and OPTOUT, as valid requests to revoke consent for receiving text messages. When a customer replies with one of these individual words, the system adds their mobile number to a suppression list and sends an acknowledgment confirming their OptOut status. This change helps reduce mistaken OptOuts by requiring a clear, single-word response, improving text message delivery accuracy and maintaining a better customer experience. 

Administrators can now configure push services to notify mobile app users about new messages in existing conversations when they are offline. These notifications help users stay informed, re-engage with the business, and continue their interactions seamlessly. With this update, the Genesys Cloud platform sends push notifications to the user’s mobile device based on their notification preferences, whenever new messages arrive. This feature enhances the asynchronous nature of web messaging by helping ensure that users do not miss updates and can return to conversations at the right time, improving continuity in customer interactions. Administrators must enable and configure push services for mobile apps to support this functionality. User notification preferences also apply.

Administrators can now assign segments to external contacts, allowing segment data to persist for up to 30 days and be used for orchestration beyond a single web or mobile session. This update enables more flexible personalization and automation, even when the user is not actively engaged in a session. With this change, segment assignment can now occur independently of session activity. Administrators must update custom roles with the External Contacts > Segment Assignments permissions to ensure segmentation access.

Genesys Cloud now supports Filipino Philippines (fil), Indonesian Indonesia (id), Malay Malaysia (ms), Romanian Romania (ro), and Spanish Spain (es-es) in the Messenger window.

Interaction category creation is now available for Korean Korea (ko-KR), and Japanese Japan (jp-JP) languages.

Programs, topics, and phrases support is now available for Korean Korea (ko-KR), and Japanese Japan (jp-JP).

Genesys Cloud users can now see more detailed information for group calls in Call History. When a group ring call is answered by another group member, it no longer appears as a missed call. Instead, a new details section shows who answered the call, whether the call was missed, or whether it went to voicemail. Previously, group calls answered by another member appeared as missed calls for all group members. With this update, calls answered by someone in the group display as completed calls, and users can expand the entry to see details such as who answered or if the call rolled to voicemail. This enhancement gives users better context in Call History, helping to reduce false missed call notifications and improving clarity for group interactions.

Administrators can now configure alerts in Analytics for events that occur in the Operational Console. Configuring alerts improves event monitoring and enables quicker responses to operational issues.

Flow authors can now select knowledge bases that include content search when they create Architect bot flows or digital bot flows and enable Virtual Agent. The content search-based knowledge bases appear in the flow's Natural Language Understanding > Knowledge > Default Knowledge Base list. The bot surfaces knowledge articles that are created with or without content search.

Administrators can now choose from a wider range of options when scheduling coaching or learning sessions. A new algorithm highlights optimal time slots that align with workforce management service goals, while also allowing administrators to define custom time ranges when searching for available appointments. This update helps administrators better fit coaching and learning sessions into times that work for agents and facilitators, while still benefiting from system-recommended optimal slots.