Genesys Cloud – July 13, 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.
Profile Panel improvements for contact actions
External Contact Management
Customer engagement
Genesys Cloud agents can now see clearer Profile Panel messages when contact actions are unavailable. Genesys Cloud displays specific guidance when multiple participants are present, when agents lack promote, associate, or merge permissions, and when search results exist but cannot be acted on. The "Create Contact" action is also renamed to "Save Contact" to better reflect that it promotes or saves an existing identified contact as a persistent curated contact.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Messenger customizable launcher button
Web, Mobile Messaging, & Messenger Apps
Customer engagement
Administrators can now customize the appearance and behavior of the Messenger launcher button to better align with their website branding. This enhancement provides additional customization options, including support for custom icons, button text, and improved mobile behavior, allowing organizations to personalize the native Messenger experience without building a custom widget.
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
Read more
Journey Management: Removal of event overage charges
Journey Management
Data, analytics, and reporting
Journey Management now includes event ingestion as part of the base offering and no longer applies event-based fair usage limits or overage charges. Analytical usage continues to be governed by existing query limits. This update simplifies the billing experience and reduces the administrative overhead of monitoring event usage.
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
Removal of transcription confidence threshold configuration
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud removes the transcription confidence threshold configuration by setting the default threshold to 0 and removing the setting from the Speech and Text Analytics Settings page. As transcription accuracy has continued to improve, confidence-based filtering provides less value than it previously did. All transcription segments are now preserved regardless of confidence score, helping ensure complete transcripts and improving downstream analytics such as sentiment analysis and topic spotting without requiring manual threshold tuning.
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 CX AI Experience
Read more
Agent Copilot enhanced conversational understanding for knowledge searches
Agent Copilot
Employee productivity
Administrators can now enable enhanced conversational understanding for Agent Copilot knowledge searches. This feature helps Agent Copilot identify when a knowledge search is needed and use conversation context to improve search queries. Agents can also view the query used to retrieve knowledge suggestions. These enhancements improve the relevance of suggested knowledge, reduce unnecessary searches, and help agents find information more efficiently.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- 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
- Genesys Cloud CX AI Experience
Read more
Support for case task routing in Unified Experience
CRM Integrations
Open platform
Administrators can now route ServiceNow case tasks as Genesys Cloud workitems through the Unified Experience integration. This enhancement enables organizations to route case tasks in addition to ServiceNow case records, improving workflow flexibility for multi-stage ServiceNow processes.
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
Read more
Genesys TTS Connector general availability
Connectors
Open platform
Administrators can now install the Genesys TTS Connector directly from AppFoundry to integrate third-party text-to-speech (TTS) providers with Genesys Cloud. This vendor-agnostic connector allows organizations to use their existing subscriptions with supported TTS providers, such as Cartesia and ElevenLabs, within Architect flows, providing greater flexibility when designing voice experiences. This feature follows the Bring Your Own Technology (BYOT) model and is billed at the BYOT-A rate.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Preserve tracking IDs in Architect flow YAML export and import
Architect / Orchestration Builder
Self service and automation
Administrators can now include tracking IDs when they export and import Architect flows via YAML. This feature helps to ensure consistent identifiers for actions, tasks, menus, and states across different organizations and environments, which improves reliability for Architect clients with multi-organization 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
Knowledge Fabric support for Czech and Hungarian
Knowledge Fabric
Self service and automation
Knowledge Fabric is now available in Czech Czech Republic (cs-CZ) and Hungarian Hungary (hu-HU). This enhancement enables users to search for and retrieve relevant information from knowledge bases and generate AI-powered answers in these languages across Agent Copilot and all Virtual Agent tiers.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- 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
- Genesys Cloud CX AI Experience
Read more
Architect flows: Dynamic terminating character configuration
Virtual Agent (Bots & IVR)
Self service and automation
Administrators can now use expressions to programmatically configure terminating characters in Architect bot and voice survey flows. This update allows for the dynamic enablement or disablement of terminating characters at runtime based on context, such as channel, customer profile, or application-side configuration. This capability helps reduce the need for multiple nearly identical flows and provides more granular control over input handling.
Additional details:
One of the following licenses
- Genesys Cloud CX 4
- Genesys Cloud CX AI Experience
Read more
Knowledge Fabric configuration preview improvements
Knowledge Fabric
Self service and automation
Knowledge Fabric configuration previews now more closely reflect production behavior across selected channels and touchpoints. The preview includes channel- and touchpoint-aware controls that help teams validate configurations with greater confidence before rollout. A disclaimer also clarifies that preview results approximate live behavior.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- 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
Deprecation: Genesys Cloud Login web app can no longer be embedded in an iframe
Identity & Access Management
Deprecations and announcements
On August 31, 2026, Genesys Cloud will begin deprecating support for loading the Genesys Cloud login web app within an iframe as part of an effort to improve protection against clickjacking attacks. This change affects organizations that use applications which embed the Genesys Cloud login web app in an iframe. Existing integrations will continue to work during a transition period, while new integrations that attempt to load the login web app in an iframe will be blocked. By February 4, 2027, all application integrations must use pop-out authentication instead of loading the login web app in an iframe.
Additional details:
One of the following licenses
- All licenses include this feature.
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.
#SpeechandTextAnalytics------------------------------
Tracy
Genesys
------------------------------