Genesys Cloud – February 16, 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.
Predictive routing queues summary enhancements
Routing
Customer engagement
Administrators can now view detailed predictive routing throughput data in the Queue Details view. The updated predictive routing queues summary shows interaction volume and benefit by KPI type and time period for each queue, along with an aggregated summary across queues enabled for predictive routing. This information helps administrators assess predictive routing performance and evaluate whether queue timeout settings and other configuration choices align with their goals.
Additional details
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read more
WhatsApp support for interactive list pickers in bot conversations
Third-Party Digital Channels
Customer engagement
Administrators can now enable list pickers for WhatsApp messaging so bots can present customers with predefined choices instead of relying on free‑text replies. Bot authors configure interactive lists directly in Architect digital bot flows, and bots send WhatsApp‑compliant interactive list messages within the 24‑hour session window. This enhancement helps streamline WhatsApp conversations, reduce input errors, and support more consistent guided journeys for customers. Previously, bots sent only simple text or media templates on WhatsApp.
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
- Genesys Cloud 4
Read more
Automatic sign-in for authenticated Messenger users
Web, Mobile Messaging, & Messenger Apps
Customer engagement
Administrators can now configure Genesys Messenger to accept existing authentication tokens so authenticated users sign in automatically on web and mobile. When your website or app already authenticates a user, Messenger uses the ID token (access token) through the implicit authentication flow and does not prompt for an additional login. This update helps reduce extra sign-in steps and supports a more consistent authenticated messaging experience for end users.
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
Workitem Insights views for supervisors
Work Automation
Customer engagement
Supervisors can now use the Workitem Insights and Workitem Insights Detail views to monitor workitem activity in real time across queues, statuses, and agents. These views display metrics such as assigned, unassigned, due, and overdue workitems, with drill-down by worktype and queue. This update helps supervisors identify bottlenecks, balance workloads, and manage priorities for asynchronous work. The same metrics are also available through API queries.
Additional details
One of the following licenses
Read more
Copilot panel and chart expansion for Journey Management
Journey Management
Data, analytics, and reporting
Administrators can now use a Copilot panel and expandable charts in Journey Management. The updated interface aligns Journey Management with the new Genesys Cloud user experience, including refreshed colors and navigation. Users can open a Copilot panel on the right side of the canvas (when enabled) and expand the chart panel to view charts more clearly and compare them side by side. These changes help improve chart readability and make it easier for users to interpret analytics in context.
Additional details
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
Extended markdown in messaging channels
Agent Workspace
Employee productivity
Administrators can now enable a channel-aware markdown editor with a formatting toolbar in the messaging component, making it easier for agents to apply markdown consistently across channels. While web messaging previously supported markdown through syntax, the new toolbar simplifies formatting and extends agent-side formatting support to WhatsApp and Facebook Messenger. In addition, agents now have access to a resizable text input field across all messaging sub-channels, providing a consistent, channel-less experience and allowing agents to adjust their workspace based on the length and complexity of each conversation.
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
Configurable audio alert duration for agents
Agent Workspace
Employee productivity
Administrators can now configure how long Genesys Cloud plays the sound that alerts agents to incoming voice and digital interactions in a queue. These settings apply to manual answer and are available per media type in the queue configuration. This update helps organizations align alert behavior with their workspace needs, either by keeping alerts brief to reduce noise or extending them to help agents notice new interactions.
Additional details
One of the following licenses
- All licenses include this feature.
Read more
CX Cloud media helper alert for failed calls
CRM Integrations
Open platform
Administrators can help agents quickly identify when a required media helper is not running in CX Cloud. When Genesys Cloud is configured to require a media helper for WebRTC voice interactions and a call cannot connect for this reason, CX Cloud displays an on-screen notification stating, "Unable to contact phone, Media Helper is required." The notification remains visible until the agent dismisses it, helping agents restart media helper and resume handling calls.
Additional details
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more
Use knowledge in AI Guides
AI Studio
Self service and automation
Administrators can enable AI Guides to use approved knowledge content to answer customer questions and continue the task flow. Guide authors can inherit a knowledge source from the connected virtual agent or select a guide-specific knowledge base or configuration, with one active source at a time. AI Guides support Knowledge Workbench v2 knowledge bases and knowledge fabric configurations, and authors can preview indicative knowledge responses in AI Studio before publishing. Existing guides continue to work as they do today unless knowledge is explicitly enabled.
Additional details
One of the following licenses
- Genesys Cloud AI Experience
- Genesys Cloud EX
Read more
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.
#AIScoring(VirtualSupervisor)#SupervisorCopilot(AIInsights)------------------------------
Tracy
Genesys
------------------------------