Genesys Cloud – August 24, 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.
Agentless outbound notifications for web and mobile messaging
Web, Mobile Messaging, & Messenger Apps
Customer engagement
Administrators can now send proactive, asynchronous notifications to customers through web and mobile messaging channels without requiring a live agent interaction. Using Architect flows, data actions, or APIs, organizations can trigger event-based messages such as appointment reminders, order status updates, and transactional notifications. This feature enables organizations to provide timely updates within the existing messaging conversation and can help reduce inbound inquiries and agent workload.
Additional details:
One of the following licenses
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
Read more
Web survey invitation send time configuration for digital interactions
Surveys
Customer engagement
This feature allows administrators to configure web survey invitations, to follow the individual threading timelines or have a default 72 hour window. This feature gives organizations greater flexibility to determine the most appropriate time to send survey invitations and can help improve survey response rates.
Additional details:
One of the following licenses
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud CX 4
Read more
AI-generated summaries for linked case interactions
Work Automation
Customer engagement
Supervisors and case managers can now view AI-generated summaries for interactions linked to a case directly in the Case Details view. This feature helps users quickly understand interaction context without reviewing full transcripts or recordings, supporting faster case triage and resolution.
Additional details:
One of the following licenses
Read more
Contact list and record retention
Outbound Campaigns & Dialer
Customer engagement
Administrators can now configure retention periods for outbound contact lists and individual contact records. Genesys Cloud automatically removes contact lists and records when their configured retention periods expire, helping organizations reduce manual cleanup and support data governance requirements while protecting data that is actively in use by campaigns.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX 4
Read more
Improved HTTP response handling for Architect data actions
Voice
Customer engagement
Architect voice flows now surface HTTP response status codes and error reasons from data actions and secure data actions, providing more accurate error handling and consistency with other Architect flow types.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Dark and light mode theme options for Analytics performance dashboards
Analytics and Reporting
Data, analytics, and reporting
Supervisors can now enable the dark or light mode theme for all dashboards, including private dashboards owned by them, public dashboards, and the dashboards shared with them, and view the dashboards in their preferred theme.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
ServiceNow incident and HR case routing support
CRM Integrations
Open platform
Administrators can now route ServiceNow incidents from ServiceNow IT Services Management (ITSM) workspaces and HR cases from HRSD workspaces through Genesys Cloud workitems. This enhancement extends the existing ServiceNow case routing experience to additional record types, helping organizations consolidate work routing and support consistent synchronization, agent status, reporting, and analytics across ServiceNow workflows.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX 4
Read more
Monitor LAM-based agentic virtual agents in the VA Performance dashboard
Virtual Agent (Bots & IVR)
Self service and automation
AI builders and contact center supervisors can now monitor the performance of Large Action Model (LAM)-based agentic virtual agents in the VA Performance dashboard. This update introduces a summary view that displays interaction volume, error rates, top failing tools or steps, and cost and latency trends, helping users identify performance issues and optimize LAM-based experiences.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX 4
- Genesys Cloud CX AI Experience
Read more
Public APIs for agentic virtual agent management
Virtual Agent (Bots & IVR)
Self service and automation
Developers can now use public APIs to programmatically create, read, update, delete, and publish agentic virtual agent (AVA) configurations. The APIs use structured schemas documented in Dev Center, providing a documented alternative to JSON-blob contracts. This capability enables developers to automate AVA management for workflows such as CI/CD, organization migrations, and programmatic provisioning.
Additional details:
One of the following licenses
- Genesys Cloud CX AI Experience
Read more
Navigate to utterance timestamps in call recordings within bot flows
Virtual Agent (Bots & IVR)
Self service and automation
Bot authors can now navigate directly from an utterance in the Utterance History Viewer to the corresponding location in the call recording within Architect. This feature enables users to play the relevant portion of a recording without manually searching through the full interaction, making it easier to validate speech recognition results and evaluate speech-to-text engine performance.
Additional details:
One of the following licenses
- Genesys Cloud CX 4
- Genesys Cloud CX AI Experience
Read more
Spec-driven development for agentic virtual agents
Virtual Agent (Bots & IVR)
Self service and automation
Developers can now use external AI coding agents with spec-driven development capabilities to plan, build, test, and optimize agentic virtual agents (AVAs). This feature includes public CRUD APIs and agent skills for design, build, iteration, test generation, and test running. Developers can also use temporary Python-based Genesys Cloud function stubs to test agent logic and conversation flows before completing backend integrations.
Additional details:
One of the following licenses
- Genesys Cloud CX AI Experience
Read more
Workforce management administrator module date and time enhanced localization
Scheduling
Workforce engagement
Workforce management administrators can now view dates and times in administrator modules using formats that match their regional preferences. Genesys Cloud determines the appropriate format by using the user's language preference together with the browser locale when supported, providing a more familiar and consistent date and time display across workforce management modules.
Additional details:
One of the following licenses
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud CX 4
- Genesys Cloud EX
Read more
Agent State API enhancements
Home and Anomaly Detection
Workforce engagement
Supervisors can now retrieve real-time adherence and scheduled activity data through the Agent State API alongside existing conversation activity. This enhancement provides greater visibility into agent adherence and scheduled work, helping supervisors diagnose queue performance and better understand agent resource allocation.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 1 Digital Add-on II
- Genesys Cloud CX 1 WEM Add-on II
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX 4
- Genesys Cloud EX
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.
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