Genesys Cloud – June 22, 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.
Engagement source tagging for open messaging
Third-Party Digital Channels
Customer engagement
Administrators can now tag the engagement source when configuring an open messaging integration by selecting it from a list of predefined options. This standard tagging helps clarify which messaging channels and social platforms, such as Telegram or WhatsApp, drive each conversation and supports more accurate routing, agent awareness, and analytics.
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
Inline image rendering for X direct messages
Social Listening
Customer engagement
Agents can now view and download images shared through X direct messages (DMs) directly within the interaction window. Previously, agents often needed access to the brand's X account to view shared media. By rendering images inline within the conversation, this enhancement helps agents work more efficiently and respond to customers with greater context.
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
Campaign health view enhancements
Outbound Campaigns & Dialer
Customer engagement
Administrators can now view recycle events, compliance abandon rate, and calls per agent in the Campaign Health view for voice campaigns. These additions help administrators correlate dialing activity with campaign pacing and agent workload when troubleshooting outbound campaign performance.
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
WhatsApp template messages now support image carousels
Third-Party Digital Channels
Customer engagement
Administrators can now send WhatsApp template messages with image carousels using bots and agentless API clients. This enhancement enables richer, scrollable content in proactive WhatsApp engagements, allowing businesses to showcase multiple products or services in a single message. Each image card can include a title, description, and call-to-action, helping to increase customer engagement and provide a more interactive messaging experience.
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
Detect and mask explicit images in social listening posts
Social Listening
Customer engagement
Administrators can now enable automatic detection and masking of images containing explicit or suggestive adult content in social listening posts. When such content is detected, Genesys Cloud replaces the image with a placeholder. Users with appropriate permissions can review and unmask flagged content. Posts identified as containing explicit content are not escalated to the agent desktop. This feature is available in the Social Listening Performance and Posts views.
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
Improved native voice transcription for French dialects
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud now includes native voice transcription enhancements for French (fr-FR) and French Canadian (fr-CA) dialects.
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
Styling and pagination improvements for Analytics dashboards and Performance views
Analytics and Reporting
Data, analytics, and reporting
Analytics dashboard and Performance view users can now experience updated visual styling and redesigned pagination controls. Additional enhancements include refreshed empty states, updated modals and menus, and improved widget displays. These updates provide a more consistent and modern user experience across Analytics dashboards and Performance views.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
PATCH endpoints for external organizations, relationships, and notes
External Contact Management
Data, analytics, and reporting
Genesys Cloud now supports PATCH API endpoints for external organizations, notes, and relationships in the customer profile. These endpoints enable partial updates to specific fields without requiring replacement of the entire record. This enhancement helps reduce the risk of data overwrites and improves efficiency for CRM synchronization, integrations, and Architect flows.
Additional details:
One of the following licenses
- All licenses include this feature.
Supervisor takeover for active messaging conversations
Agent Workspace
Employee productivity
Supervisors can now take ownership of an active messaging conversation while monitoring an interaction. This feature allows supervisors with the appropriate permission to remove the agent from the conversation and communicate directly with the customer when immediate intervention is needed. Administrators can assign the new permission to users who require access to the takeover capability.
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
Agents can create summaries of interactions on-demand
Agent Copilot
Employee productivity
Agents can now generate a summary of an active interaction by pressing a button in Agent Copilot. The summary is presented in an editable text box, allowing agents to review and update it before the interaction ends. This feature helps reduce after call work time by enabling agents to prepare summaries during the conversation, and the summary persists after the interaction concludes.
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 CX AI Experience
Read more
Emergency call type now supports short codes 142 (Switzerland) and 933 (North America)
Genesys Cloud Voice
Open platform
Administrators can now configure dialing for short codes 142 (Switzerland) and 933 (North America) by using the existing Emergency Call Type in the number plan. This update enables Swiss callers to reach the 142 victim support hotline and allows organizations in +1 regions to validate their emergency calling configurations by dialing 933.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Metadata-driven access control in knowledge fabric
Knowledge Fabric
Self service and automation
Genesys Cloud now supports metadata-based filters to control which knowledge from sources such as SharePoint and Confluence is available to specific touchpoints, including Agent Copilot and Virtual Agent. Administrators can use these filters to control knowledge access across touchpoints. This feature helps ensure that each touchpoint uses only relevant knowledge while reducing the need to duplicate content across multiple knowledge sources and use cases.
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 AI Experience
Read more
Knowledge fabric API synchronization and file management enhancements
Knowledge Fabric
Self service and automation
Genesys Cloud now supports full and incremental synchronization through the knowledge fabric API for external data sources. Incremental synchronizations can include file deletions, and administrators can abort synchronization processes before indexing begins. The API also supports bulk file uploads, including ZIP archives, and filenames that contain spaces.
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
Read more
Start and end times for full-day time-off requests
Scheduling
Workforce engagement
Genesys Cloud now assigns start and end times to full-day time-off requests based on scheduled shifts. This enhancement helps prevent conflicts between full-day and partial-day time-off requests and reduces issues caused by overlapping or double-counted hours. It also improves how full-day requests are handled for overnight shifts and schedules that contain multiple shifts, providing more accurate time-off calculations and validations.
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 3 Digital
- Genesys Cloud CX 4
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#TimeOff,AbsenceManagement------------------------------
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