Genesys Cloud – June 29, 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.
Mobile Messenger support for time slot picker
Web, Mobile Messaging, & Messenger Apps
Customer engagement
Genesys Mobile Messenger now supports the Architect time slot picker, enabling customers to select appointment times directly within mobile messaging conversations. This enhancement streamlines appointment scheduling and provides a consistent experience across Mobile Messenger and Web Messenger.
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
Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
Web, Mobile Messaging, & Messenger Apps
Customer engagement
Genesys Cloud now supports English Australia (en-AU), English Great Britain (en-GB), English Ireland (en-IE), German Switzerland (de-CH), and Slovak Slovakia (sk-SK) in Messenger, enabling organizations to provide a more localized messaging experience based on customers' browser and device language preferences.
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
Messenger input forms for digital bot flows
Web, Mobile Messaging, & Messenger Apps
Customer engagement
Genesys Messenger now supports native input forms for digital bot flows. Administrators can configure forms to collect custom structured data from end users. This feature supports various input types, including single-select dropdowns and radio buttons, multi-select checkboxes, date pickers, and single/multi-line free-text fields. End users can review and update their entries before submission, helping ensure data accuracy and improving the user experience through a guided, single-interaction method for collecting multiple related data points.
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
Rate limiting for conversation assignment
Routing
Customer engagement
Genesys Cloud now applies an organization-level rate limit on agent assignment to help maintain routing performance and system stability during periods of high routing load. When the assignment evaluation limit is reached, affected conversations remain in queue for normal routing processing, an event is generated in the operational console, and assignment evaluations automatically resume as capacity becomes available. The default organization limit is 1,000 assignment evaluations per second.
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
Caller ID inheritance for agent-created customer first callbacks
Callbacks
Customer engagement
Genesys Cloud now allows agent-created customer first callbacks to inherit the caller ID from the original outbound interaction. This ensures that callbacks use the same caller ID as the initial outbound call instead of a default queue or trunk caller ID.
Additional details:
One of the following licenses
- All licenses include this feature.
Case record comments
Work Automation
Customer engagement
Agents and supervisors can now add, view, and delete comments on case records. This feature helps users capture additional context, guidance, and reasoning throughout the case lifecycle beyond structured case data. Each comment includes the author's name and timestamp, helping teams collaborate effectively while maintaining accountability and auditability.
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
Sensitive data masking support for Hebrew and Turkish voice transcripts
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud now supports sensitive data masking for Hebrew Israel (he-IL) and Turkish (tr-TR) in voice transcripts.
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
Sensitive data masking support for Hebrew and Turkish messaging transcripts
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud now supports sensitive data masking for Hebrew Israel (he-IL) and Turkish (tr-TR) in messaging transcripts.
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
Program-level sentiment and empathy analysis controls
Speech and Text Analytics
Data, analytics, and reporting
Administrators can now enable or disable sentiment and empathy analysis at the program level. This feature provides granular control over AI-driven analytics, helping organizations comply with regional labor laws and data governance requirements by selectively disabling these features for specific programs while continuing to use them where permitted.
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
Increased dictionary terms limit for native transcription
Speech and Text Analytics
Data, analytics, and reporting
Administrators can now add up to 1,000 terms to the native transcription dictionary, doubling the previous limit of 500 terms. This increase enables broader coverage of domain-specific vocabulary, improving transcription quality and topic detection accuracy, particularly in terminology-heavy industries such as healthcare.
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
Improved native transcription accuracy for English dialects and specialized domains
Speech and Text Analytics
Data, analytics, and reporting
Genesys Cloud now provides improved native transcription accuracy for English dialects across various accents and specialized domains, such as healthcare and finance. This enhancement leverages a new transcription engine training cycle that incorporates diverse datasets to improve recognition quality. These improvements help increase the reliability of transcripts, analytics, summaries, and insights for supervisors, quality managers, and analysts.
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
Sentiment Feedback user interface modernization
Speech and Text Analytics
Data, analytics, and reporting
The Sentiment Feedback user interface now aligns with the latest Genesys Cloud Spark V4 Flare design standards. This update improves usability, accessibility, and visual consistency while preserving existing functionality and providing a more consistent experience across Genesys Cloud.
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
Speech and Text Analytics configuration UI modernization
Speech and Text Analytics
Data, analytics, and reporting
The Speech and Text Analytics configuration user interface now aligns with the latest Genesys Cloud Spark V4 Flare design standards. This update improves usability, accessibility, and visual consistency while maintaining existing functionality and providing a more consistent experience across Genesys Cloud.
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
Unified and scalable Genesys Cloud CX conversation data extraction
Data Integrations & Connectors
Data, analytics, and reporting
Genesys Cloud CX customers and partners can now access near real-time, flattened data through the scalable Lakehouse Extraction API, which continuously delivers updated Parquet files through an API using a rolling three-day lookback window to simplify integration with cloud data warehouses such as Amazon Redshift and Snowflake. The Lakehouse Extraction API reduces reliance on fragmented APIs and manual data stitching by providing consistent, incremental access to rich Genesys Cloud CX data directly from the event source, including conversation, participant, session, segment, metric, and related interaction data from across Genesys Cloud CX. This foundation supports advanced analytics, reporting, and future lakehouse-ready data architectures. Contact your Genesys account team for more information.
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
Call Session Service rollout for eligible organizations
Unified Communication & Collaboration
Employee productivity
Genesys Cloud now enables the Call Session Service (CSS) for eligible organizations with low call volumes as part of a phased rollout. CSS is a core telephony service that supports call session management and is being introduced to customer traffic following successful validation in internal environments. No customer configuration changes are required.
Additional details:
One of the following licenses
- All licenses include this feature.
Associate mobile app rebrand and user experience refresh
Unified Communication & Collaboration
Employee productivity
The Communicate mobile app is now the Associate mobile app. This update includes a refreshed user interface that aligns with the current Genesys Cloud visual design, providing a more consistent experience across iOS and Android devices. Users can also benefit from improved navigation, updated controls, and enhanced accessibility support, including improvements for light and dark themes.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Bulk user operations for Genesys Cloud Copilot
Copilot Framework
Employee productivity
Administrators and supervisors can now use Genesys Cloud Copilot to identify and update multiple users and their attributes with a single natural language prompt. This feature supports searching for users by criteria such as queues, skills, languages, and roles, and enables bulk updates for queue membership, presence status, and role assignments for up to 50 entities. These capabilities help reduce manual configuration time and improve operational efficiency when managing large groups of users.
Additional details:
One of the following licenses
- Genesys Cloud CX AI Experience
Read more
ServiceNow email routing via Genesys Cloud
CRM Integrations
Open platform
ServiceNow email interactions can now be routed through Genesys Cloud using routing criteria such as skills, priority, and agent availability. Agents can manage email interaction actions such as transfer, hold, and close within the ServiceNow Agent Workspace using ServiceNow-native controls, while benefiting from Genesys Cloud routing and interaction management capabilities. This feature helps improve productivity by providing a unified experience for handling customer interactions.
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
Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
Virtual Agent (Bots & IVR)
Self service and automation
AVA administrators can now view additional AVA debugging details in Architect Execution History and Replay mode, including ordered tool invocations and each tool call's latency and outcome status (success, timeout, error, or blocked). AVA administrators can also view the exit type and exit reason for LAM-based AVA segments to help determine why an interaction was contained, handed off, or escalated.
Additional details:
One of the following licenses
- Genesys Cloud CX 4
- Genesys Cloud CX AI Experience
Read more
Dark mode support and user interface update for Architect
Architect / Orchestration Builder
Self service and automation
Genesys Cloud users can now enable an updated Architect user interface with support for dark mode. Users can switch between light and dark themes for a more comfortable and personalized experience, while designing and managing Architect flows. This update introduces visual interface changes, with no changes to underlying functionality or navigation.
Additional details:
One of the following licenses
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 2 Digital
- Genesys Cloud CX 3
- Genesys Cloud CX 3 Digital
- Genesys Cloud CX 4
Read more
Improved Knowledge answers in Agent Copilot and Virtual Agent
Knowledge Fabric
Self service and automation
Agent Copilot and Virtual Agent now provide improved Knowledge answer quality through updated answer generation models. These updates improve answer relevance, accuracy, and grounding on Knowledge content, helping agents and end users receive more reliable responses while maintaining existing latency, scalability, and regional availability standards.
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
Work team-level access control for time-off requests
Scheduling
Workforce engagement
Administrators can now use a new condition in time-off request role privileges to limit a supervisor's view to only the agents assigned to their work teams. This feature helps ensure that supervisors can view, manage, and approve time-off requests only for agents within their assigned work teams, improving security and supporting organizational and union compliance requirements.
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
- Genesys Cloud EX
Read more
Live screen monitoring for agent supervision
Interaction & Screen Recording
Workforce engagement
Supervisors can now monitor an agent's desktop in real time while the agent handles ACD interactions. Screen monitoring can be used alongside voice and digital monitoring, providing additional context about agent activity during customer interactions. This feature supports multi-monitor environments and requires Genesys Cloud Background Assistant (GCBA) version 1.7.468 or later.
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
Delete activity plans and future occurrences
Scheduling
Workforce engagement
Administrators can now delete activity plans directly from the inactive activity plan list view. Administrators can also permanently remove future occurrences and associated sessions from schedules without deleting the activity plan. These enhancements help administrators remove outdated or unnecessary plans, improve schedule maintenance, and reduce administrative effort.
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
Read more
Deprecation: GPE journey outcomes
External Contact Management
Deprecations
Genesys Cloud deprecated GPE journey outcomes, including the outcome prediction feature that calculates the probability that an online visitor will achieve a defined outcome and uses that score for proactive engagement in Genesys Predictive Engagement. This feature and all related outcome configurations are no longer available. Outcome triggers in Action Map configurations are also no longer available.
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
- Genesys Cloud CX AI Experience
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.
#ScheduleManagement#SpeechandTextAnalytics#TimeOff,AbsenceManagement------------------------------
Tracy
Genesys
------------------------------