Welcome Community

Hello everyone, 

We're excited to share an update for Genesys Cloud customers who have been looking for increased limits across social listening and escalation capabilities-the wait is finally over! 

This feature will be generally available starting May 4 2026, with a phased rollout across regions. Once enabled, you'll be able to request higher limits if the default thresholds no longer meet your needs. 

Below is an overview of the updated capabilities: 

As an admin, supervisor, or agent, you can request increased limits for social listening topics, data ingestion rules, social escalation rules, and escalation messages per minute to the agent desktop. 

• Social Listening Topics: The standard limit is 10. Available tiers include 25, 50, and 100, with a maximum of 100 topics. Requests for increases can be submitted via a ServOps ticket and are subject to engineering approval. 

• Data Ingestion Rules: The standard limit is 50. Available tiers include 100, 250, and 500, with a maximum of 500 rules. Requests for increases can be submitted via a ServOps ticket and are subject to engineering approval. 

• Social Escalation Rules: The standard limit is 25. Available tiers include 50, 100, 250, and 500, with a maximum of 500 rules. Requests for increases can be submitted via a ServOps ticket and are subject to engineering approval. 

• Escalation Messages per Minute: The standard limit is 10 messages per minute. Available tiers include 50, 100, and 250, with a maximum of 250 messages per minute. Requests for increases can be submitted via a ServOps ticket and are subject to engineering approval. 

We hope this enhancement provides greater flexibility and scalability for your social engagement workflows. 

#Newfeatureannouncement