List of the Genesys Cloud release notes published in May 2026.
Customer engagement
- Support for ACD skill expression filters
- Access to email header fields
- Expanded free-text response limit for web and voice surveys
- Message flows for public and private social messages
Data, analytics, and reporting
- Email alerts now include queue and agent names
Employee productivity
- Control download access for voicemail recordings
- Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
Open platform
- Agent Copilot and Scripter support for CX Cloud messaging and email
- ServiceNow Unified Experience transfer tooltips show agent availability
- Multiple concurrent Genesys applications per user
Self Service and Automation
- Connection management for knowledge fabric
Workforce Engagement
- User Home workspace in Genesys Cloud Home
- Agent Activity widgets available in Home
- Export recordings to cross-region Amazon S3 buckets without a Genesys AWS account
- Enable per question focus setting and agent-level targeting for automated scoring in quality evaluations
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Restrict URLs from accessing browser cookies, local storage, and JavaScript APIs
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Account Management
- Group-based inactivity timeout
Customer Engagement
- Priority dialing for campaign management in the Salesforce CX Connector
- Enable dynamic sorting for Salesforce CX Connector campaigns
- Support for multiple from email addresses per queue
- Operational Console support for Twitter/X integration monitoring
Customer engagement
- Warm invite participants to an ACD conference
- Caseplan builder for Case Management
Data, Analytics & Reporting
- Topic Miner support for Hebrew and Zulu
Employee Productivity
- Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
Employee productivity
- Summaries for long interactions in Agent Copilot
Open platform
- Dedicated IAM role for BYOT Amazon Polly integration
Self service and automation
- Guides support richer variable types and internal scoped variables
- Agentic Virtual Agents (AVA) support masking variables for privacy and context management
- View selected folders in knowledge fabric connected sources
Self Service & Automation
- View AVA execution history via public API
Workforce engagement
- On-queue opportunities for workforce management
Deprecations
- Deprecation: GPE journey outcomes
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Account management
- Partnership compliance with Canada Protected B Data Protection Rules
- Improved customer firewall requirements
Employee productivity
- Channel-less activity history for associate users
Deprecations
- Deprecation: Removal of Generic Webhooks integration for chat notification
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Customer engagement
- DMARC monitoring for custom email domains
- Contactable time sets for outbound WhatsApp campaigns
Data, analytics, and reporting
- Semantic topic spotting for topic configuration
- AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish
Employee productivity
- Queue-based outbound calling in Communicate mobile app
- Control download access for voicemail recordings
Open platform
- Agents can place outbound calls on behalf of a queue from ServiceNow
Self service and automation
- Increasing limits for social data ingestion and escalation
- Configurable error handling for agentic virtual agents
- Genesys native speech-to-text available as a bot transcription engine
- Bot users can skip a question when they don’t know the answer
- Improvements to comfort statements in AVA virtual agent
Deprecations
- Deprecation: Native voice transcription for Polish (pl-PL)
- Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
- Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement
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