Skip to main content

Genesys Cloud Release notes

Click here to view Genesys Cloud release schedule, upcoming features, UI and platform updates, and diagnostic logsClick to expand

January 26, 2026Click to collapse

Open Platform

Updated regional feature deployment schedule now in effect

Customer engagement

Support for keyboard type in Apple Messages for Business forms
Post-flow action in Architect message flows
Customer intent taxonomy and agent visibility
Automatically establish a persistent connection when an agent goes on-queue
WebRTC idle media timeout

Employee productivity

Genesys Tempo cross-week shift trading
Accessibility improvements for conversation initiation
Agent Copilot queue filters
Agent Copilot knowledge configuration support

Open platform

Genesys Cloud Voice in Singapore
Genesys Cloud Voice in Mexico
WebRTC phone upgrade opt-in setting
Seamless reconnections in AudioHook Monitor integrations

Self service and automation

Introducing Knowledge Fabric

Workforce engagement

Workforce management main forecast table view

January 19, 2026Click to expand

Account management

Updated Resource Center links support the new Genesys Cloud experience at help.genesys.cloud
BYOC Premises Edge devices in Edges list view

Customer engagement

Mobile Messenger support for markdown formatting
Social direct messages, social post injections, and social post responses allowance increase per AI token
Create rules based on workitem creation date
Generate web survey links on demand with an API

Employee productivity

Domain allow list for emails
Summaries for consult transfers for Agent Copilot

Open platform

CX Cloud in Salesforce after-call work component

Workforce engagement

API to List Past Recognitions
Real-time agreement rates in evaluation forms
Reply-To field in email transcripts
Long-term forecast and schedule generation up to 104 weeks
Granular evaluation metrics in the Evaluation Aggregate API

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal

January 12, 2026Click to expand

Open Platform

Updated regional feature deployment schedule now in effect

Customer engagement

Outbound limit alerts for voice campaigns in the Operations Console
Set post-call actions for voice calls using public APIs

Data, analytics, and reporting

Improved native voice transcription accuracy for Spanish dialects

Employee productivity

Conditional access policy support for Microsoft Entra ID
Send group voicemail notifications to the group email address
Add standalone phones to groups for group ring

Workforce engagement

Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

Deprecations and announcements

Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

January 5, 2026Click to expand

December 29, 2025Click to expand

[NEXT] Was this article helpful?

Get user feedback about articles.