Genesys Cloud – January 19, 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.
Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
Developer Center
Account management
Users can now access the Genesys Cloud Resource Center at the new help.genesys.cloud address. Genesys updates all in-product contextual help and browser pop-out links that previously referenced help.mypurecloud.com so that users see a consistent brand experience when they open operational and technical product information. This change supports the refreshed Genesys Cloud Resource Center, which provides a faster, more intuitive, and more accessible experience. The updated site aligns with the current Genesys visual identity, offers streamlined navigation with a sidebar table of contents, highlights video content with links to related articles, expands language support for global users, and improves responsive behavior on different screen sizes. Existing bookmarks to the Resource Center automatically redirect to the new site, but users may want to update bookmarks and internal links for direct access.
Additional details
One of the following licenses
- Collaborate
- Communicate
- Genesys Cloud Analytics Add-on (A3S)
- 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
- Genesys Cloud EX
- Work Automation Add-on
- No Restriction by User or Required User to Access
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BYOC Premises Edge devices in Edges list view
Voice
Account management
Administrators can now view only BYOC Premises Edge devices in the Digital and Telephony > Telephony > Premises Edges > Edges list view. Cloud media instances no longer appear in this view, which helps administrators focus on relevant edge devices specific to their environment. This update also introduces visibility into concurrent call capacity and calls per-second limits for each organization, providing clearer insight into telephony performance and capacity. This enhancement helps administrators manage their telephony configuration more effectively and with greater confidence.
Additional details
One of the following licenses
- All licenses include this feature.
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Mobile Messenger support for markdown formatting
Web, Mobile Messaging, & Messenger Apps
Customer engagement
Administrators can now configure Mobile Messenger to display messages with markdown-based rich text formatting. With this update, messages from bots, agents, and virtual agents can include formatting such as bold, italic, hyperlinks, and lists. This helps improve readability on mobile devices, makes instructions and knowledge content easier to follow, and supports more structured in-app scenarios like onboarding, troubleshooting steps, and transactional updates. It also helps to ensure a more consistent messaging experience for customers across web and mobile channels.
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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Social direct messages, social post injections, and social post responses allowance increase per AI token
Third-Party Digital Channels
Customer engagement
Genesys increased the token allowance for social direct messages, social post ingestions per channel, and outbound social post responses to 400 per AI token.
Additional details
One of the following licenses
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2 Digital
- Genesys Cloud 3 Digital
- Genesys Cloud 4
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Create rules based on workitem creation date
Work Automation
Customer engagement
Administrators can now configure date-based automation rules that trigger a specified delay after a workitem's creation. This update increases the maximum delay for these rules from 4 days to 30 days and allows more rules per worktype, giving admins greater flexibility to schedule follow-up actions and reminders. These enhancements help improve workflow timing and alignment with SLAs and onboarding processes.
Additional details
One of the following licenses
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Domain allow list for emails
Agent Workspace
Employee productivity
Administrators can now create and manage domain allow lists to control which outbound email domains agents can use. This security setting helps organizations restrict email recipients to approved domains, reducing the risk of data exposure and unauthorized communication. Agents can send new emails only to addresses within the defined domain list, whether they send emails directly from the platform or through an API integration. This enhancement provides administrators and business managers with the tools to align email usage with organizational security policies while maintaining operational flexibility. By managing allowed domains at the configuration level, organizations can help ensure secure and compliant use of the email channel without disrupting agent workflows.
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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Summaries for consult transfers for Agent Copilot
Agent Copilot
Employee productivity
Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original agent and the receiving agent receive a summary of the first part of the conversation, so each has clear context for their part of the interaction. This enhancement helps to improve efficiency and continuity by giving the receiving agent quick insight into the customer's query and helping the original agent complete after-call work faster.
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
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CX Cloud in Salesforce after-call work component
CRM Integrations
Open platform
Administrators can now embed the Genesys Cloud after-call work (ACW) component in CX Cloud record pages and in the utility bar. The ACW component displays Agent Copilot suggestions for wrap-up codes, AI-generated summaries, and visual timers for boxed and discretionary after-call work time. This feature helps agents complete after-call work more quickly and consistently while keeping existing ACW workflows in CX Cloud aligned with the standard Genesys Cloud desktop experience.
Additional details
One of the following licenses
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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API to List Past Recognitions
Gamification & Performance Management
Workforce engagement
Genesys Cloud added a new API, GET /api/v2/employeeengagement/recognitions, to enable queries for recognitions that were sent or received in the past by a specific user as well as to globally query all recognitions sent previously. To use this API, developers must have the Engagement > Recognition > View permission. This feature helps organizations that implement a formal recognition program for agent motivation and engagement.
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
Real-time agreement rates in evaluation forms
Quality Management
Workforce engagement
Administrators can now view agreement rates for questions enabled with AI Scoring or Evaluation Assistance in the Evaluation Form Editor. The editor displays agreement metrics at the form and individual question levels for the most recently published version of an evaluation form. This added visibility helps teams identify questions that may need adjustment to ensure Auto Complete evaluation forms produce the expected results.
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 4
- Genesys Cloud AI Experience
- Genesys Cloud EX
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Reply-To field in email transcripts
Interaction & Screen Recording
Workforce engagement
Administrators can now view the Reply-To field in email transcripts when that header is present. The transcript displays both the Reply-To and From fields, helping supervisors, auditors, and evaluators identify the original sender, especially when emails are forwarded through services such as Google Groups. This update reduces confusion between group addresses and individual senders.
Additional details
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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Long-term forecast and schedule generation up to 104 weeks
Forecasting
Workforce engagement
Administrators and supervisors can now create workforce management forecasts and schedules with start dates up to 104 weeks in the future. This change helps improve long-term workforce planning for activities such as staffing, budgeting, and compliance. Workforce management automatically adjusts the forecast duration only when a forecast or a schedule with a forecast is copied and the resulting length exceeds the 130-week future limit; in these cases, the system shortens the duration to comply with the limit. Existing forecast and schedule generation behavior remains the same.
Additional details
One of the following licenses
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud EX
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Generate web survey links on demand with an API
Surveys
Customer engagement
Administrators can now use a public API to generate a unique, secure URL for a web survey on demand. This URL can be shared through any digital channel, most notably messaging, to deliver a survey link as part of a post-interaction message. This capability helps organizations collect customer feedback across more touchpoints while responses remain secure, attributable, and available in existing Genesys Cloud survey analytics and reporting.
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
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Granular evaluation metrics in the Evaluation Aggregate API
Quality Management
Workforce engagement
Administrators can now use the Evaluation Aggregate API to retrieve evaluation metrics at the form, question group, question, and answer levels. The API supports breakdowns by form version and enables detailed analysis of performance by individual questions and answer choices. This granular data improves quality management, supports AI scoring audits, and informs targeted coaching recommendations, while providing reporting and analytics tools with scalable access to structured evaluation insights.
Additional details
One of the following licenses
- 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 EX
Deprecation: Mobile Messenger legacy Android and iOS code removal
web, mobile messaging and messenger apps tag
Deprecations
On February 23, 2026, Genesys Cloud will deprecate and remove the legacy code from the Mobile Messenger SDK. 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 CX1 Digital Add-on II
- Genesys Cloud CX2
- Genesys Cloud CX2 Digital
- Genesys Cloud CX3
- Genesys Cloud CX3 Digital
- Genesys Cloud CX4
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#SupervisorCopilot(AIInsights)
#Forecasting
#QualityEvaluations
#SpeechandTextAnalytics
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