Genesys Cloud - UI New Features

Updates : 

The previously communicated timing has been updated. The unified notifications experience is now planned for Q1 2027.

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  Q1 2027
• 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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@Ananya Singh,
Thanks for sharing this one. Will be Beta opportunity for this one? It's said directly to GA but, with the size of the update, that would be great to be evaluated before that.

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Xavier Mateu
Senior System Analyst
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@Ananya Singh 

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Nadege Biojout
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Thank you for the update. Same as the other comments, will tyhere be better screen shots, or a beta opportunity for company owners to exlpore to support the transistion/training within our companies?

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Megan Johnson
Operations Analyst
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Rainbow Soo
Software Engineer
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Thank you for the update.

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Camila Meneghini
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Thank you for posting, can't wait  to see this in action. 

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Phaneendra
Technical Solutions Consultant
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Hello! Is there a road map for New UI? It would be great to have an idea of when the UI features were coming up. I searched under Agent Workspace hoping to find this on there. I can't say for sure, but it does not seem like the new UI features are included on the road map and work on their own timeline. 

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Andrea Nadeau
Technology Consultant
------------------------------

I know it has been mentioned several times already, but is there anyway we could get better screen shots please?  As the Genesys admins at our company, we need to update and train our large user-base on these upcoming changes before they launch. However, we are unable to do this without clear screen shots and/or a detailed video. 

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Shawn Carter
Manger / Operational Consultant / Genesys Administrator
------------------------------

Hello everyone,

Thank you for sharing your concerns and feedback. We understand that changes to a frequently used UI can require preparation, especially for customers who need time to update internal guidance, training materials, and change-management plans.

To address the concerns raised, we wanted to clarify two points:

• We are not currently planning a Beta phase and intend to move directly to GA. This is an important platform UI modernisation, and the underlying workflows and functionality will not be impacted by the change. That said, we recognise that some customers may need additional time to prepare for the transition. We are therefore exploring options that could allow customers to temporarily opt out of the new experience for a limited period. We are still working through the details and will share more information as this option is defined.
• We understand the importance of having clear and detailed documentation available well ahead of the change. We are actively working on a comprehensive guide that will help customers understand what is changing, what is staying the same, and how they can prepare their users. We expect to share this guidance in the coming weeks.

We appreciate the feedback and want to make sure customers have the information and appropriate transition support they need as we move toward GA.

------------------------------
Ananya Singh
Senior Product Manager
------------------------------

Hi @Ananya Singh,
I'm glad to see that you're listening to our concerns. Updates are always very welcome, but sometimes customers are left with that feeling of, "Why wasn't I informed beforehand?"
I'll keep following the updates here. Thank you!

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Jhonatan Engel
Support Analyst
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Original Message:
Sent: 08-13-2026 10:04
From: Ananya Singh
Subject: Coming soon : Unified notifications experience in Genesys Cloud

Hello everyone,

Thank you for sharing your concerns and feedback. We understand that changes to a frequently used UI can require preparation, especially for customers who need time to update internal guidance, training materials, and change-management plans.

To address the concerns raised, we wanted to clarify two points:

• We are not currently planning a Beta phase and intend to move directly to GA. This is an important platform UI modernisation, and the underlying workflows and functionality will not be impacted by the change. That said, we recognise that some customers may need additional time to prepare for the transition. We are therefore exploring options that could allow customers to temporarily opt out of the new experience for a limited period. We are still working through the details and will share more information as this option is defined.
• We understand the importance of having clear and detailed documentation available well ahead of the change. We are actively working on a comprehensive guide that will help customers understand what is changing, what is staying the same, and how they can prepare their users. We expect to share this guidance in the coming weeks.

We appreciate the feedback and want to make sure customers have the information and appropriate transition support they need as we move toward GA.

------------------------------
Ananya Singh
Senior Product Manager
------------------------------

Hi,

We must (contractually) inform our customers at least two weeks ahead of any significant changes. The announcement page still has no GA date for majority of the changes. It is painful to browse multiple sites, emails etc. to figure when are new features to be launched. It makes no sense to inform customers many months in advance, since then no one can remember when the change is really happening. Also slipping GA dates are troublesome.

https://help.genesys.cloud/announcements/genesys-cloud/unified-notifications-experience-in-genesys-cloud/

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Antti Mikkola
Product Manager
Telia Finland Oyj
------------------------------

Original Message:
Sent: 08-13-2026 10:04
From: Ananya Singh
Subject: Coming soon : Unified notifications experience in Genesys Cloud

Hello everyone,

Thank you for sharing your concerns and feedback. We understand that changes to a frequently used UI can require preparation, especially for customers who need time to update internal guidance, training materials, and change-management plans.

To address the concerns raised, we wanted to clarify two points:

• We are not currently planning a Beta phase and intend to move directly to GA. This is an important platform UI modernisation, and the underlying workflows and functionality will not be impacted by the change. That said, we recognise that some customers may need additional time to prepare for the transition. We are therefore exploring options that could allow customers to temporarily opt out of the new experience for a limited period. We are still working through the details and will share more information as this option is defined.
• We understand the importance of having clear and detailed documentation available well ahead of the change. We are actively working on a comprehensive guide that will help customers understand what is changing, what is staying the same, and how they can prepare their users. We expect to share this guidance in the coming weeks.

We appreciate the feedback and want to make sure customers have the information and appropriate transition support they need as we move toward GA.

------------------------------
Ananya Singh
Senior Product Manager
------------------------------

I disagree. I don't think 2 weeks is nearly enough time to prepare a large organization. Especially when something as widely and commonly used as the User Interface is changing. I would like to have as much notice as possible, ideally 6 months. We have to train and prepare over 500 agents for the change. Because, if we don't, then on the change day, everyone will go into down time thinking their Genesys broke or they will ask "what's going on with my Genesys?" and this only holds up production at unplanned times. Whereas if we are able to plan out small trainings over a course of multiple months, we could significantly reduce the impact of this change. 

------------------------------
Shawn Carter
Manger / Genesys Administrator
------------------------------

Original Message:
Sent: 08-14-2026 02:16
From: Antti Mikkola
Subject: Coming soon : Unified notifications experience in Genesys Cloud

Hi,

We must (contractually) inform our customers at least two weeks ahead of any significant changes. The announcement page still has no GA date for majority of the changes. It is painful to browse multiple sites, emails etc. to figure when are new features to be launched. It makes no sense to inform customers many months in advance, since then no one can remember when the change is really happening. Also slipping GA dates are troublesome.

https://help.genesys.cloud/announcements/genesys-cloud/unified-notifications-experience-in-genesys-cloud/

------------------------------
Antti Mikkola
Product Manager
Telia Finland Oyj
------------------------------


Original Message:
Sent: 08-13-2026 10:04
From: Ananya Singh
Subject: Coming soon : Unified notifications experience in Genesys Cloud

Hello everyone,

Thank you for sharing your concerns and feedback. We understand that changes to a frequently used UI can require preparation, especially for customers who need time to update internal guidance, training materials, and change-management plans.

To address the concerns raised, we wanted to clarify two points:

• We are not currently planning a Beta phase and intend to move directly to GA. This is an important platform UI modernisation, and the underlying workflows and functionality will not be impacted by the change. That said, we recognise that some customers may need additional time to prepare for the transition. We are therefore exploring options that could allow customers to temporarily opt out of the new experience for a limited period. We are still working through the details and will share more information as this option is defined.
• We understand the importance of having clear and detailed documentation available well ahead of the change. We are actively working on a comprehensive guide that will help customers understand what is changing, what is staying the same, and how they can prepare their users. We expect to share this guidance in the coming weeks.

We appreciate the feedback and want to make sure customers have the information and appropriate transition support they need as we move toward GA.

------------------------------
Ananya Singh
Senior Product Manager
------------------------------

Hi Shawn,

I fully agree! It is just that the two weeks is bare minimum we have for any change customer notification. UI changes definitely need more time for training, testing and evaluating. On/off switch might good approach with definite date when going mandatory.

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Antti Mikkola
Product Manager
Telia Finland Oyj
------------------------------

Original Message:
Sent: 08-14-2026 08:23
From: Shawn Carter
Subject: Coming soon : Unified notifications experience in Genesys Cloud

I disagree. I don't think 2 weeks is nearly enough time to prepare a large organization. Especially when something as widely and commonly used as the User Interface is changing. I would like to have as much notice as possible, ideally 6 months. We have to train and prepare over 500 agents for the change. Because, if we don't, then on the change day, everyone will go into down time thinking their Genesys broke or they will ask "what's going on with my Genesys?" and this only holds up production at unplanned times. Whereas if we are able to plan out small trainings over a course of multiple months, we could significantly reduce the impact of this change. 

------------------------------
Shawn Carter
Manger / Genesys Administrator
------------------------------


Original Message:
Sent: 08-14-2026 02:16
From: Antti Mikkola
Subject: Coming soon : Unified notifications experience in Genesys Cloud

Hi,

We must (contractually) inform our customers at least two weeks ahead of any significant changes. The announcement page still has no GA date for majority of the changes. It is painful to browse multiple sites, emails etc. to figure when are new features to be launched. It makes no sense to inform customers many months in advance, since then no one can remember when the change is really happening. Also slipping GA dates are troublesome.

https://help.genesys.cloud/announcements/genesys-cloud/unified-notifications-experience-in-genesys-cloud/

------------------------------
Antti Mikkola
Product Manager
Telia Finland Oyj
------------------------------



Original Message:
Sent: 08-13-2026 10:04
From: Ananya Singh
Subject: Coming soon : Unified notifications experience in Genesys Cloud

Hello everyone,

Thank you for sharing your concerns and feedback. We understand that changes to a frequently used UI can require preparation, especially for customers who need time to update internal guidance, training materials, and change-management plans.

To address the concerns raised, we wanted to clarify two points:

• We are not currently planning a Beta phase and intend to move directly to GA. This is an important platform UI modernisation, and the underlying workflows and functionality will not be impacted by the change. That said, we recognise that some customers may need additional time to prepare for the transition. We are therefore exploring options that could allow customers to temporarily opt out of the new experience for a limited period. We are still working through the details and will share more information as this option is defined.
• We understand the importance of having clear and detailed documentation available well ahead of the change. We are actively working on a comprehensive guide that will help customers understand what is changing, what is staying the same, and how they can prepare their users. We expect to share this guidance in the coming weeks.

We appreciate the feedback and want to make sure customers have the information and appropriate transition support they need as we move toward GA.

------------------------------
Ananya Singh
Senior Product Manager
------------------------------

------------------------------
Sandra Roy
Analyste système Genesys Cloud
------------------------------

Original Message:
Sent: 08-13-2026 10:04
From: Ananya Singh
Subject: Coming soon : Unified notifications experience in Genesys Cloud

Hello everyone,

Thank you for sharing your concerns and feedback. We understand that changes to a frequently used UI can require preparation, especially for customers who need time to update internal guidance, training materials, and change-management plans.

To address the concerns raised, we wanted to clarify two points:

• We are not currently planning a Beta phase and intend to move directly to GA. This is an important platform UI modernisation, and the underlying workflows and functionality will not be impacted by the change. That said, we recognise that some customers may need additional time to prepare for the transition. We are therefore exploring options that could allow customers to temporarily opt out of the new experience for a limited period. We are still working through the details and will share more information as this option is defined.
• We understand the importance of having clear and detailed documentation available well ahead of the change. We are actively working on a comprehensive guide that will help customers understand what is changing, what is staying the same, and how they can prepare their users. We expect to share this guidance in the coming weeks.

We appreciate the feedback and want to make sure customers have the information and appropriate transition support they need as we move toward GA.

------------------------------
Ananya Singh
Senior Product Manager
------------------------------

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Sebastian
Ingeniero de Proyecto
------------------------------

@Ananya Singh

Could we please get clearer and larger screen shots so we can prepare our customers and so they can update their training materials?

Is this still targeted for late October?

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Judy
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Update: Unified Notifications Experience in Genesys Cloud

We're providing an update on the upcoming unified notifications experience in Genesys Cloud.

Updated timing

The previously communicated October 2026 timing has been updated. The unified notifications experience is now planned for Q1 2027.

We're sharing this update to help customers plan for the upcoming change and prepare their teams for the new experience.

What to expect

The unified notifications experience brings notifications together in a more streamlined and consistent experience within Genesys Cloud.

Within the next month, we'll provide additional information to help you prepare, including:

• An overview of what is changing

• Before-and-after views of the experience

• Guidance to help administrators and users prepare

• Additional information about the transition from the current experience

• Updates on our plans to support customers during the transition, including an option we are exploring to temporarily return to the legacy UI

We'll continue to update this announcement with relevant details, ensuring customers have sufficient notice to plan their rollout and update training materials for their users.

Thank you for your continued feedback as we work to improve the notifications experience in Genesys Cloud.

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Ananya
Senior Product Manager
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