Genesys Cloud – May 18, 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.
Group-based inactivity timeout
Identity & Access Management
Account Management
Administrators can now apply customized inactivity timeout values to individual user groups, rather than enforcing a single organization-wide setting. This update lets you trial inactivity timeout with select groups, set different timeouts for different teams, and prioritize group rules to ensure the right policy is applied. These improvements provide greater flexibility for enterprise environments and support a phased rollout approach. For more information, see Set an automatic inactivity timeout.
Additional details:
One of the following licenses
- All licenses include this feature.
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Priority dialing for campaign management in the Salesforce CX Connector
Outbound Campaigns & Dialer
Customer Engagement
Administrators can now enable priority dialing for voice campaigns created from Campaign Management in the Salesforce CX Connector. This update lets you flag specific Salesforce campaign members as priority so that, when they synchronize to Genesys Cloud contact lists, those records are placed at the top of the dialing order. This helps you contact high-priority leads first without recreating the campaign or manually reordering records.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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Enable dynamic sorting for Salesforce CX Connector campaigns
Outbound Campaigns & Dialer
Customer Engagement
Administrators can now enable dynamic sorting for voice campaigns created from Campaign Management in the Salesforce CX Connector. This ensures that contact lists are sorted based on the configured criteria, such as date, even as campaign members are added after campaign creation. With this update, dialing order remains aligned with the intended priority, and administrators no longer need to recreate campaigns to apply updated sorting.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
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Support for multiple from email addresses per queue
E-mail
Customer Engagement
Administrators can now assign multiple from email addresses per queue. When the queue has more than one configured address, while creating a new outbound email on behalf of the queue, agents can choose the from address .
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
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Warm invite participants to an ACD conference
Interaction Handling
Customer engagement
Agents can now warm-invite users, agents, and external parties to an active ACD conference so they can speak privately before adding the invited participant to the conference. In the agent UI, agents can use the Consult Participant option to start the private consult and then merge the consulted participant into the conference. Genesys Cloud also blocks unsupported merge attempts (such as monitor, coach, barge, and group ring) and allows queue merges, where the inviting agent remains on hold until the queue member answers.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Operational Console support for Twitter/X integration monitoring
Third-Party Digital Channels
Customer Engagement
Administrators can now monitor Twitter/X messaging integrations in the Operational Console. They can view, filter, and inspect integration-related events and access guided troubleshooting steps from the Event Catalog, including links to relevant configuration pages when available. Administrators can also use Process Automation triggers for these events to send notifications or start automated 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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Caseplan builder for Case Management
Work Automation
Customer engagement
Administrators can now create and manage caseplans using a builder in Genesys Cloud. This feature simplifies the design, testing, and deployment of caseplans and helps reduce setup time and configuration errors. Administrators can also reuse existing worktypes when building caseplans. This feature is available with the Case Management add-on.
Additional details:
One of the following licenses
Read more
Topic Miner support for Hebrew and Zulu
Speech and Text Analytics
Data, Analytics & Reporting
Topic miner is now available in Hebrew Israel (he-IL), and Zulu South Africa (zu-ZA). This feature enables administrators and analysts to mine for topics in these dialects across all media types to gain insights into emerging topics.
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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Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
Copilot Framework
Employee Productivity
Administrators can now use Genesys Cloud Copilot's Virtual Agent Performance Analytics Assistant to ask natural language questions about bot and virtual agent performance. From the Copilot panel, users can request insights about metrics such as containment, transfers, abandonment, agent escalation, error and recognition issues, and receive concise, permission-aware summaries with suggested next steps for continuing the investigation or optimizing the configuration of the bot or Virtual Agent. This capability helps reduce the effort of finding and interpreting analytics and supports faster decisions about flow design changes including intent recognition improvement.
Additional details:
One of the following licenses
- Genesys Cloud AI Experience
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Summaries for long interactions in Agent Copilot
Agent Copilot
Employee productivity
Agent Copilot now provides summaries for longer interactions that previously could not be summarized due to transcript length limits. When an interaction exceeds the supported length, Agent Copilot generates a summary based on the initial portion of the conversation. This helps agents complete after call work more efficiently without reviewing the entire interaction.
Additional details:
One of the following licenses
- Genesys Cloud AI Experience
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Dedicated IAM role for BYOT Amazon Polly integration
Connectors
Open platform
Genesys Cloud now uses a dedicated IAM role for BYOT Amazon Polly integrations. This update aligns with Amazon Web Services (AWS) best practices and improves security by replacing the use of an account-level principal.
Additional details:
One of the following licenses
- All licenses include this feature.
Read more
Guides support richer variable types and internal scoped variables
AI Studio
Self service and automation
Authors can now define explicit variable types, apply shared validation constraints, and use internal (Guide-scoped) variables in Guides. These enhancements improve the reliability and maintainability of structured workflows by making data capture more predictable and reducing the need for brittle workarounds or unnecessary external variables. They also provide a stronger foundation for future Guide capabilities while preserving deterministic behavior.
Additional details:
One of the following licenses
- Genesys Cloud AI Experience
Read more
Agentic Virtual Agents (AVA) support masking variables for privacy and context management
Virtual Agent (Bots & IVR)
Self service and automation
Agentic Virtual Agents now support masking variables for privacy and context management. This feature allows AVA to reference long or sensitive values, such as authentication tokens, using aliases instead of full values. As a result, it reduces context window usage and improves performance in scenarios involving large or sensitive data.
Additional details:
One of the following licenses
- Genesys Cloud AI Experience
Read more
View AVA execution history via public API
Virtual Agent (Bots & IVR)
Self Service & Automation
Administrators and technical users can now retrieve AVA execution history using a public API. This capability provides access to detailed runtime debug data, including data action inputs and outputs, guardrails information, and knowledge query and response details. This API enables support teams and Professional Services to analyze AVA behavior and troubleshoot issues before Replay UI enhancements are available. Developers can use the existing flow instance APIs to retrieve execution data for a session.
Additional details:
One of the following licenses
- Genesys Cloud 4
- Genesys Cloud AI Experience
Read more
View selected folders in knowledge fabric connected sources
Knowledge Fabric
Self service and automation
Administrators can now view which folders are currently selected within a knowledge fabric source connected to SharePoint. This provides visibility into the content being ingested and helps administrators understand how their knowledge sources are configured.
Additional details:
One of the following licenses
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
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On-queue opportunities for workforce management
Scheduling
Workforce engagement
Administrators can now create and publish on-queue opportunities, allowing agents to sign up for additional work time to help fill coverage gaps. Agents can browse available opportunities and request to add them to their schedules. This feature helps streamline overtime management and gives agents more flexibility to manage their schedules.
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 EX
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Deprecation: GPE journey outcomes
External Contact Management
Deprecations
Genesys Cloud previously announced that on May 25, 2026, it would deprecate 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. Genesys Cloud has postponed that date to June 29, 2026. After June 29, 2026, the feature and all related configurations will no longer be available.
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
Read more
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