List of the Genesys Cloud release notes published in February 2026.
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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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
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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
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Customer engagement
- Inbound WhatsApp business calling
- Attempt control enhancements
- Automatically end preview interactions after wrap-up
Data, analytics, and reporting
- AI scoring model upgrade for natural-language evaluation questions
Employee productivity
- Genesys Agent Copilot, Genesys Virtual Agent, and AI Studio custom summaries support for Dutch Belgium, French Belgium, Polish, and Thai
- Manage user presence in the Communicate mobile app
- Queue ID attribute for embeddable framework click-to-dial
Open platform
- Genesys Cloud Voice phone number redirection for business continuity (US & Canada)
- Greater outbound performance and platform enhancements for BYOC Cloud
- Locale-based date and time display
Self service and automation
- LAM-powered virtual agents in AI Studio
Workforce engagement
- Automated agent scoring in speech and text analytics programs
Deprecations
- Deprecation: agent assistance
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