Genesys Cloud – August 4, 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.
WhatsApp outbound campaign schedules
Administrators can now schedule outbound digital WhatsApp campaigns and can set start and stop times for campaigns in advance. This feature helps to improve operational efficiency by automating campaign timing and simplifying daily management.
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
Profile panel support for workitems
Agents can now create a new external contact or search for and link an existing contact to a workitem directly from the Profile panel interface. This update supports scenarios where a workitem is not yet associated with a customer and helps agents connect work to the right contact when handling tasks. By linking workitems to external contacts, agents and supervisors contribute to a more complete customer journey view within Genesys Cloud and gain richer customer context during task handling. Also, administrators can now configure whether agents can link workitems to contacts from any division or only from the workitem's division. This provides organizations with greater flexibility and control over how external contacts are managed across divisions.
Additional details
Where:
- Interactions
One of the following licenses:
- Work Automation Add-on
Conditional group activation based on real-time metrics
Administrators can now use Conditional Group Activation (CGA) to dynamically activate or deactivate agent groups based on real-time queue metric thresholds. CGA helps expand the available pool of agents for a given queue without negatively affecting key performance indicators (KPIs) of the queues from which agents are shared. CGA runs in the background at regular intervals, regardless of new interaction arrivals, and supports multiple conditions and condition sets per rule. CGA also integrates with routing methods to enable interaction-level agent selection, enhancing the flexibility and precision of agent assignment beyond what was possible with conditional group routing alone. This feature supports more efficient workload distribution while helping maintain service level targets across queues.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Improved native voice transcription for English
Genesys Cloud improved native voice transcription to better handle industry-specific language in English dialects, including healthcare, finance, and travel industries.
Additional details
Where:
- Admin > Quality > Speech & Text Analytics
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
- Genesys Cloud AI Experience
Customizable summaries in AI Studio
Administrators can now customize how summaries appear in Agent Copilot. These configurations customize the summaries that Agent Copilot generates, including level of detail, custom insights, formatting, PII avoidance, and other insights. This feature helps reduce after call work (ACW), and if combined with accurate transcription, allows for more precise capture of the interaction and a faster way for supervisors or quality managers to review an interaction.
Additional details
Where:
- Admin > AI Studio > Summary Workbench
- Admin > Contact Center > Agent Copilots
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
CX Cloud from Genesys and Salesforce support for agent initiated after call work
Agents can now explicitly request After Call Work (ACW) to complete wrap-up notes for a voice call in the CX Cloud from Genesys and Salesforce integration. When administrators configure Genesys Cloud queues with the Agent Requested ACW option, agents see a Request After Call Work button in the interaction utility tool embedded in the voice call record page within the Salesforce Service Cloud Console. This enhancement gives agents the flexibility to decide whether they need time for post-call documentation. If ACW is required, agents can request it before the call ends; if not, then they can proceed directly to the next task.
Additional details
One of the following licenses:
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Microsoft Dynamics 365 data actions integration new credential type
Administrators can now choose between a client secret and a client certificate as the credential type for the Microsoft Dynamics 365 data actions integration. When they register an application in the Microsoft Entra Admin Center, administrators can generate either a client secret or upload a trusted certificate. After registration, administrators select the appropriate credential type when they configure the integration to enable secure access to Microsoft Dynamics CRM data. Previously, basic authentication via a username and password was managed through Microsoft Entra administrator. As Microsoft enforces multi-factor authentication and deprecates basic authentication, this enhancement ensures continued functionality of data actions without requiring that customers republish existing actions or flows.
Additional details
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Enhanced knowledge suggestions in Genesys Agent Copilot
Genesys Cloud improved the relevance of knowledge article suggestions by refining search queries before processing search results. Non-essential elements such as stop words, greetings, and conversational phrases, are filtered out to reduce noise and improve precision. This update enhances auto-suggestions in Agent Copilot by delivering more accurate results to agents without changing how they interact with search.
Additional details
One of the following licenses:
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Read more
Deprecation: Removal of Webhooks integration for chat notification
Genesys Cloud ended chat-based webhook integrations support for the following third-party systems:
- Bitbucket
- GitHub
- Jenkins
- JIRA
- PageDuty
- Pivotal Tracker
- StatusPage
- Trello
- UserVoice
- Zendesk
Additional details
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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