Genesys Cloud – August 18, 2025
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Multi contextual panels
Important
Starting August 11, 2025, agent multi contextual panels will be the default experience. For more information, see Agent UI multiple contextual panels.
Starting August 11, 2025, agent multi contextual panels will be the default experience. For more information, see Agent UI multiple contextual panels.
This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversations with full context visible at a glance.
Additional details
One of the following licenses:
- All licenses include this feature.
Increased DTMF input limit in Architect flows
Administrators can now configure the Collect Input action in Genesys Cloud Architect to accept up to 40 DTMF digits, an increase from the previous limit of 32. This enhancement gives flow authors more flexibility when designing IVR (Interactive Voice Response) experiences that require longer numeric inputs; for example, extended account numbers, international identifiers, or card details. System validation and integrity controls continue to apply, ensuring reliable input collection even at the increased limit.
Additional details
One of the following licenses:
- All licenses include this feature.
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Outbound division-aware campaign schedules
Administrators can now assign permissions that allow users to manage campaign schedules only within specific divisions. Agents can view and edit schedules for the divisions they have access to, helping reduce cross-divisional changes and supporting better separation between business units. This update improves control and visibility, especially in larger environments where multiple business units use the same scheduling tools.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
WhatsApp outbound campaigns pre- and post-contact triggers
Administrators can now configure pre-contact and post-contact triggers for outbound WhatsApp campaigns. Genesys Cloud emits Kafka events before and after processing each campaign message, allowing Architect workflows to automate tasks such as compliance checks, message enrichment, or follow-up actions. This update helps administrators manage WhatsApp campaigns with the automation and control already available for SMS and email campaigns, supporting more consistent processes across digital outreach channels.
Additional details
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Outbound power and predictive campaigns sort by priority in skills-based dialing
Administrators can now configure power and predictive campaigns with skills-based dialing to sort contact records by priority. This enhancement ensures that agents receive higher-value contacts first, regardless of skill group, when dynamic sorting is enabled for the campaign. Genesys Cloud delivers contacts in order of priority across all skill groups, creating a more predictable and efficient dialing process. The ability to sort by priority improves campaign performance by ensuring that top-priority contacts are presented to agents first and is beneficial for organizations with multi-skilled agents and time-sensitive outreach goals.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Sensitive data masking support for French, German, Portuguese, and Spanish chat and messaging transcripts
Sensitive data masking support in chat and messaging transcripts is now available for French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), Swiss Germany (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-BR), and Spanish Spain (es-ES) and Spanish United States (es-US) languages.
Additional details
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
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Segment filtering suppression on knowledge articles for Agent Copilot
Administrators can now use an API setting to suppress segment-based filtering on knowledge bases (KBs) used in Agent Copilot. This process allows administrators to use a single knowledge base across multiple touchpoints without duplicating content or maintaining separate KBs. This update helps improve consistency and reduce administrative effort. When enabled via API, Agent Copilot bypasses segment filtering on knowledge content, allowing automatic suggestions, manual search, autocomplete, answer highlighting, and AI-generated responses to surface relevant articles regardless of assigned segments. The API setting is available through the PATCH /api/v2/assistants/{assistantId} endpoint under knowledgeSuggestionConfig in the Developer Center.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
Improved Collaborate chat read and unread message sync
Genesys Cloud users now benefit from server-side synchronization of read and unread messages across Collaborate on mobile, desktop, and web. This enhancement ensures a consistent message state across all platforms and resolves previous issues, including:
- Unread indicators disappearing after a refresh
- Unexpected clearing of group chat notifications
- Missed unread messages
Messages read in Collaborate mobile now sync automatically with the desktop and web experience. Unread indicators also persist reliably after an app refresh, providing a more seamless messaging experience. After this update, users may notice the following behavior:
- A temporary increase in unread rooms. This behavior resolves after opening each room.
- Messages marked as read only when the room fully loads. Quickly switching rooms or pressing the Esc key may leave unread indicators visible until the room is re-entered.
To ensure full sync functionality, Genesys recommends that organizations update to the latest versions of Collaborate apps:
- iOS: 2025.10217.0
- Android: 20250611.131
- Desktop: Latest available release
Additional details
One of the following licenses:
- Collaborate
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Workforce management shift trades external activities support
Administrators can now configure shift trade rules that allow agents to trade shifts even when external activities assigned by coaching, learning, or activity plans are present. These rules keep the external activity assigned to the original agent at the original time. This update helps increase shift trading flexibility for agents while preserving the integrity of activities assigned by coaching, learning, or activity plans.
Additional details
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
Note:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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