Genesys Cloud – April 20, 2026
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.
Web messaging – configurable guest session duration
Web, Mobile Messaging, & Messenger Apps
Customer engagement
Administrators can now customize the duration of the web messaging sessions, selecting timeouts from 15 minutes up to 18 months to better align message retention with business and compliance needs. This flexibility helps to ensure that organizations can support both short-lived, anonymous chats and longer, persistent conversations, while maintaining GDPR compliance. Session expiration notifications are displayed to users in real time, and message history is retained according to the configured session duration.
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
Read more
Async aggregate API endpoint
Analytics and Reporting
Data, analytics, and reporting
Administrators can now use the Async Aggregate API endpoint to run high-volume queries for large data sets, and wider date spans without splitting requests into smaller chunks. This new endpoint provides a request-and-wait style method for querying aggregate metric data. Users submit requests using the same input contract as the existing aggregate endpoint, but instead of retrieving results immediately, the request is queued and results are available once processing completes.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
STA and WEM add-on licensing now based on permissions
Speech and Text Analytics
Data, analytics, and reporting
Administrators can now control Speech and Text Analytics (STA) and Workforce Engagement Management (WEM) add-on licensing by assigning explicit permissions to users. This change decouples transcription usage from STA and WEM Add On billing, allowing transcription to be billed independently on a per-minute basis. This update helps to ensure that only users with the appropriate permissions are billed for STA and WEM add-ons, providing greater flexibility and cost control for organizations.
Additional details:
One of the following licenses
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Read more
Topic miner support for Turkish dialects
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud now supports topic miner for Turkish Turkey (tr-TR) conversation transcripts, enabling automated discovery of recurring themes and emerging topics in these 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
- Genesys Cloud AI Experience
Read more
Hindi language support
Language Support
Open platform
User interface support in Genesys Cloud is now available for Hindi India (hi-IN).
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Generate guides from agent conversation transcripts
Virtual Agent (Bots & IVR)
Self service and automation
Administrators can now automatically generate draft guides from real customer–agent conversation transcripts in Genesys AI Studio. This feature analyzes transcripts from selected queues to create structured, step-based guide drafts that reflect how agents resolve customer issues. This helps reduce manual effort for automation designers by providing a first-draft guide based on actual interactions, enabling faster and more accurate automation design.
Additional details:
One of the following licenses
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read more
Create scheduled triggers to automate workflows
Process Automation
Self service and automation
Administrators can now create scheduled triggers that automatically run workflows at defined intervals, such as hourly or daily. These triggers do not require inputs or pass data to the workflow. This feature enables consistent automation without manual intervention.
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 4
Read more
Agreement rate visibility in evaluation form editor
Virtual Supervisor
Workforce engagement
Quality managers can now view the agreement rate for agent auto-complete evaluation forms directly within the form editor. This enhancement shows how closely AI-suggested answers align with human evaluations for the last published version of the form and includes a link to a read-only view of that version. These improvements help quality managers make informed updates to evaluation forms without leaving the edit workflow.
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
- Genesys Cloud AI Experience
Read more
Increased planning group and staffing group limits in capacity planning
Capacity Planning
Workforce engagement
Administrators can now configure capacity plans with more planning group and staffing group associations in Capacity Planning. Previously, capacity plans supported up to 10 planning groups and 10 staffing groups. With this update, planners can model more complex operational structures within a single capacity plan and filter planning and staffing groups at the association level to focus on the most relevant parts of the plan. The increased limits are not applied automatically. Organizations that require higher limits must submit a Care case to request an increase.
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 3 Digital
- Genesys Cloud EX
Read more
Work Team as a permission condition in recording access control
Interaction & Screen Recording
Workforce engagement
Administrators can now control access to interaction recordings by applying Work Team as a permission condition. This enhancement enables users to play back only recordings or recording segments involving members of their assigned work teams, simplifying permission configurations that previously relied on user and queue conditions. It provides a more intuitive way to manage recording access for groups of users.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
Permission conditions for screen recording access control
Interaction & Screen Recording
Workforce engagement
Administrators can now configure permission conditions to control access to screen recordings. This enhancement aligns screen recording access with existing interaction recording controls, enabling administrators to apply the same permission conditions to both. Agents are no longer automatically granted access to their own screen recordings; administrators can now explicitly grant or restrict this access using configurable permission conditions.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, 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.
#CapacityPlanning#QualityEvaluations#Recording,Policies#SpeechandTextAnalytics------------------------------
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