Genesys Cloud – February 23, 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.
Upcoming end of native support for select Google and Microsoft TTS voices
AI Agents
Contact Center
Genesys Cloud plans to end native Enhanced Text-to-Speech (TTS) support for select Google and Microsoft voices on August 5, 2026. The affected voices are:
- Google WaveNet and Neural Voices
- Microsoft Azure Neural Voices
- Google Standard TTS Voices
After this date, Genesys Cloud will treat these voices as third-party integrations. To continue using them, you must migrate to the Google TTS or Microsoft Azure TTS integrations available through AppFoundry. These integrations are billed under the Bring Your Own TTS – A (BYOT-A) model. Review the updated deprecation announcement for timelines, pricing changes, and the actions you need to take to maintain text-to-speech functionality.
Additional details
One of the following licenses
- All licenses include this feature.
Attempt control enhancements
Outbound Campaigns & Dialer
Customer engagement
Administrators can now configure outbound attempt controls with greater precision by setting phone type–specific attempt limits, extending recall times, and adjusting reset periods. They can define separate attempt limits for each phone number type (predefined and custom), configure recall times up to 30 days after the initial call (previously limited to 480 minutes), and set attempt limit reset periods between 2 and 30 days. These enhancements provide greater control over redial eligibility, reduce unnecessary same-day callbacks, and help align outreach cadence with regional practices and customer preferences.
Additional details
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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Native Architect action for customer intent retrieval
External Contact Management
Customer engagement
Bot authors can now use the native Get Assigned Customer Intents action in Architect bot and digital bot flows to retrieve up to 25 of the most recent assigned customer intents for an external contact. This action enables context-aware routing and personalization across sessions without requiring custom data actions.
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
- Genesys Cloud AI Experience
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Improved Global Media Fabric responsiveness with regional caching of Architect prompts
Voice
Customer engagement
Genesys Cloud Global Media Fabric now uses regional caching for Architect user prompts. This enhancement reduces cross-region retrieval time and improves IVR responsiveness for globally distributed deployments. No administrator configuration is required.
Additional details
One of the following licenses
- All licenses include this feature.
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Enhanced outbound WhatsApp messaging performance
Third-Party Digital Channels
Customer engagement
Genesys Cloud now supports outbound WhatsApp messaging at up to 18,000 messages per minute per organization for outbound campaigns and up to 3,000 messages per minute per organization for agentless API messages. This throughput helps to ensure reliable, low-latency delivery for time-sensitive communications, such as event-triggered notifications (for example, outage alerts, fraud notifications, and appointment reminders) and high-volume, scheduled outreach (for example, billing notices, policy updates, safety instructions, and seasonal promotions). This improvement helps organizations in sectors such as government, utilities, financial services, healthcare, and retail maintain consistent communication during peak demand, while aligning with Meta Cloud API throughput guidelines for compliant, predictable performance.
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
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Sensitive data masking support for Arabic, Hindi, Japanese, and Korean voice transcripts
Speech and Text Analytics
Data, analytics, and reporting
Sensitive data masking support in voice transcripts is now available for Arabic (ar), Hindi India (hi-IN), Japanese Japan (jp-JP), and Korean Korea (ko-KR) languages. This feature prevents PII and PCI exposure.
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
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Sensitive data masking support for Arabic, Dutch, Hindi, Japanese, and Korean chat and messaging transcripts
Speech and Text Analytics
Data, analytics, and reporting
Sensitive data masking support in chat and messaging transcripts is now available for Arabic (ar), Dutch Netherlands (nl-NL), Hindi India (hi-IN), Japanese Japan (jp-JP), and Korean Korea (ko-KR) languages. This feature prevents PII and PCI exposure.
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
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Extended Voice Transcription Services transition to Amazon Transcribe for all supported languages
Speech and Text Analytics
Data, analytics, and reporting
Extended Voice Transcription Services (EVTS) now uses Amazon Transcribe as the only transcription provider for all supported languages. As the final stage of this migration, the following languages were added. Previously, EVTS used both Microsoft Azure Transcription and Amazon Transcribe. This update retains existing analytics behavior and customer experiences.
- Afrikaans
- Arabic
- Basque
- Catalan
- Croatian
- Czech
- Chinese
- Danish
- Dutch
- English
- Finnish
- French
- Galician
- German
- Greek
- Hebrew
- Hindi
- Hungarian
- Italian
- Japanese
- Korean
- Latvian
- Malay
- Norwegian
- Polish
- Portuguese
- Romanian
- Russian
- Serbian
- Slovak
- Spanish
- Swedish
- Tagalog
- Thai
- Turkish
- Ukrainian
- Vietnamese
- Zulu
Additional details
One of the following licenses
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
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Architect journey flows data limit visibility and guidance improvements
Journey Management
Data, analytics, and reporting
Architect journey flows now provide clearer messaging when visualizations reach their limits or become unavailable due to high data volume. These improvements help users better understand why certain journey views are unavailable and set clear expectations when working with complex or high-volume flows. Requests that exceed the supported payload limits now return HTTP 413 (Payload Too Large) instead of HTTP 200. This update aligns response behavior with standard HTTP semantics and improves the handling of large data sets.
Additional details
One of the following licenses
- All licenses include this feature.
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Genesys Cloud conversation attribute API support
Custom Data Management
Data, analytics, and reporting
Administrators can now use conversation attributes APIs to define schemas, assign attributes, and update values for live or historical conversations. This capability helps organizations enrich interactions with business‑specific data in a structured way, and then search and analyze those conversations using that data to support reporting, governance, and automation. Records follow a rolling 365‑day retention policy and can be queried with the new search API.
Additional details
One of the following licenses
- All licenses include this feature.
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Analytics Aggregate API Top N sorting
Analytics and Reporting
Data, analytics, and reporting
The Genesys Cloud Analytics Aggregate API now supports Top N and Bottom N sorting for selected aggregate query endpoints, including bots, conversations, and transcripts. With this update, users can request up to the top or bottom 50 results for a metric, such as agents by average handle time or queues by transfer rate, while continuing to use existing filters and dimensions. This capability helps users focus on the most relevant performance data directly through the API and reduces the need for additional data processing outside Genesys Cloud.
Additional details
One of the following licenses
- All licenses include this feature.
Read more
Journey management insights with survey events and virtual agent filters
Journey Management
Data, analytics, and reporting
Administrators can now use additional Genesys Cloud data in Journey Management to build more precise journey analyses and charts. Journey Management ingests new survey events, DNIS attributes, and virtual agent flags so analysts can connect customer feedback, interaction source, and automation outcomes in a single view. This update includes:
- Survey events from Genesys Cloud, available as a new Survey Updated event type for journey analysis.
- DNIS as an exact string attribute on relevant events to help distinguish journeys by entry number.
- Virtual Agent Start, Turn, and End events with filters that identify agentic virtual agents.
- Support for Boolean attributes in filters and charts, such as selfService on Virtual Agent End events and device.isMobile on web events, which helps analysts add more specificity to patterns and uncover actionable insights.
Additional details
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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Introducing Channel Insights dashboard
Analytics and Reporting
Data, analytics, and reporting
Supervisors can now use the Channel Insights dashboard to view cross-channel adoption and performance metrics for voice, digital messaging, email, and chat in a single place. The dashboard provides time-based visualizations and metrics for interaction volume, resolution rate, sentiment score, media type, direction, and virtual agent and Copilot activity. This helps supervisors and business leaders quickly assess how digital channels perform compared with voice and decide where to extend digital usage or focus on improvements. Previously, leaders relied on separate channel-specific reports to answer these questions.
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 EX
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Improved native voice transcription accuracy for Spanish dialects
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud improved native voice transcription engine for Spanish dialects (es-ES, es-US). This enhancement improves voice transcription for these dialects, helping deliver more accurate and reliable transcripts.
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 AI Experience
- Genesys Cloud EX
Read more
Improved native voice transcription accuracy for specific English dialects
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud improved native voice transcription engine for English dialects (en-AU, en-GB, en-US, and en-ZA). This enhancement improves voice transcription for these dialects, helping deliver more accurate and reliable transcripts.
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 AI Experience
- Genesys Cloud EX
Read more
Configure combined voice utilization for ACD and non-ACD calls
Unified Communication & Collaboration
Employee productivity
Telephony administrators can now configure a user's voice utilization so that ACD and non-ACD calls count toward a single utilization limit. When enabled, a user who is active on an ACD call does not receive alerts for incoming non-ACD calls after their active call count meets the configured threshold. When administrators configure the new Active Call Enforcement field in Utilization Settings, then Genesys Cloud does not send alerts when the user's active sessions reach or exceed that number. The setting is available at both the organization and user level and applies equally to ACD and non-ACD calls.
Additional details
One of the following licenses
- All licenses include this feature.
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Inbound ACD voice call support on Communicate mobile app
Associate Experience
Employee productivity
Administrators can now enable Communicate mobile app users on iOS and Android to receive inbound ACD voice interactions, including transfers and directly routed contact center calls. Users handling ACD calls on mobile see an updated in-call experience with interaction notes and secure pause controls, a new after-call work screen for wrap-up, and a refreshed call history that distinguishes ACD and non-ACD calls and supports wrap-up for missed dispositions.
Additional details
One of the following licenses
- Communicate
- 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
- Genesys Cloud AI Experience
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Manage user presence in the Communicate mobile app
Associate Experience
Employee productivity
Communicate mobile app users can now view and set their Genesys Cloud presence status directly from the mobile app. This update helps to ensure that calls and interactions are routed to users based on their current availability, which is especially helpful for associates who do not work fixed schedules and want to control when they are reachable.
Additional details
One of the following licenses
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Monthly view for capacity planning results
Capacity Planning
Workforce engagement
Administrators can now view capacity planning results at a monthly level, in addition to the existing weekly view. The monthly view provides a calendar-month summary of capacity outcomes, enabling planners to quickly identify overall trends and prepare concise reports for stakeholders who need strategic insights rather than weekly detail. This enhancement reduces the manual effort required to create monthly summaries and presentations.
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
Deprecation: Mobile Messenger legacy Android and iOS code removal
Mobile Apps (Insights)
Deprecations
On August 11, 2025, Genesys announced that it would deprecate and remove the legacy code from the Mobile Messenger SDK on February 23, 2026. Genesys has postponed the deprecation and removal to March 9, 2026. The deprecated code originates from the original BOLD SDK and includes internal classes, methods, and interfaces that were not intended for public use. This change helps keep the SDK clean, well-documented, and easier to maintain. The removal does not affect any documented or supported functionality. Developers should verify that their implementations do not rely on any undocumented legacy components, as these will be removed in an upcoming release. Genesys recommends reviewing SDK usage to prepare for this change. More details about the timing and impact will be provided in a future release note.
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
- Genesys Cloud CX 4
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#CapacityPlanning#Forecasting#SpeechandTextAnalytics#Tempo(MobileApp)------------------------------
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