Summary
We're introducing a redesigned Inbox experience in Genesys Cloud that modernizes how agents and supervisors view, organize, and act on their work.
The new Inbox replaces the current experience with a cleaner, more intuitive interface designed to help users find information faster, prioritize work more effectively, and complete common tasks with fewer clicks. While existing users will notice changes to the layout and navigation, the core capabilities remain familiar, making it easier to transition while providing a stronger foundation for future enhancements.
The updated Inbox will begin rolling out on or after 26 October 2026.
What's Changing
The Notifications experience has been redesigned to provide a more consistent and intuitive user experience across Genesys Cloud.
Highlights include:
- A dedicated Notifications entry point in the top navigation, represented by a notification (bell) icon.
- A centralized location for all supported user notifications and alerts.
- Improved organization and filtering to help users quickly find relevant notifications.
- Cleaner notification cards with clearer information and direct links to the associated item or workflow.
- Updated visual design consistent with the latest Genesys Cloud interface.
- Improved navigation that reduces the time required to access messages and notification-related tasks.
- Better consistency across notification types, including voicemail, fax, recordings, evaluations, scheduling requests, learning assignments, exports, alerts, and other supported notifications.
The redesigned interface focuses on making notifications easier to discover and manage while maintaining familiar functionality.
Why We Made This Change
As Genesys Cloud continues to evolve its user experience, we want notifications to be easier to access, understand, and act upon.
This redesign helps:
- Improve overall usability.
- Reduce the number of clicks required to find important information.
- Create a more consistent experience across the application.
- Make it easier to identify unread notifications.
- Provide a central destination for user notifications.
- Support improved accessibility and modern interface standards.
- Establish a foundation for future notification enhancements.
Although some users may notice changes to where notifications are accessed, the updated experience is designed to make everyday tasks faster and more intuitive after a short adjustment period.
What Customers Need to Know
- The new Inbox replaces the previous Inbox experience.
- Core Inbox functionality remains available, although some workflows may appear in different locations.
- Existing APIs are not affected.
- Existing integrations continue to work without changes.
- User roles and permissions remain unchanged.
- No customer configuration changes are required.
- Organizations may want to update internal training materials and screenshots to reflect the new interface.
- The notifications will have 30 days TTL and with this new change you can only view notifications in Inbox received in last 30 days.
Rollout Plan
Release timeline
- Availability: on or after 26 October 2026
- Rollout approach: General Availability
- Customer availability: The new experience will become available automatically as your organization receives the update.
Please stay tuned for more updates!
Sample UI
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Ananya Singh
Senior Product Manager
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