Genesys aims to provide customers with timely information about feature and platform updates and feature retirements. This article includes a categorized record of user interface and user experience (UI/UX), platform, and deprecation updates. For a detailed explanation of announcements, see Announcement types.
The default view of the following table displays all active announcement types. Explore different tabs to view specific announcement types and past announcements.
After an effective date is added to an announcement, signifying that the feature is available, the announcement is automatically moved to the Past table at the bottom of the corresponding announcement tab.
For announcements about our development platform and public APIs, see the Genesys Cloud Developer Forum.
Impact
Action required
Audience
Anticipated release quarter
Note: Impact and recommended actions are provided as general guidance. Actual impact may vary based on your organization’s configuration, integrations, and feature usage.
| Title | Type | Impact | Action required | Audience | Community link | Anticipated release quarter | Effective date (YYYY-MM-DD) | Announced on (YYYY-MM-DD) |
|---|---|---|---|---|---|---|---|---|
| Expanded IANA time zone support for Operating Schedule Groups | UI/UX | Medium | Action Required | Admin | — | — | - | 2026-09-14 |
| Requesting Off Queue status for active interactions | UI/UX | Low | Planning Recommended | Admin | — | — | - | 2026-09-14 |
| Favorite external contacts in Genesys Cloud | UI/UX | Low | Awareness Only | All Users | — | — | - | 2026-09-14 |
| One-year date range limit for Agent Evaluation Summary and Detail views | UI/UX | Low | Action Required | Admin | — | — | - | 2026-09-07 |
| Automated evaluation attribution in analytics and evaluation views | UI/UX | Low | Awareness Only | Supervisor | — | — | — | 2026-09-07 |
| [PREVIEW API] Billing Contracts API – Maximum pageSize Reduced from 200 to 10 | Developer | — | — | Developer | — | — | 2026-09-04 | 2026-09-04 |
| Gemma 4 model for Agent Copilot summaries in regions without Haiku 4.5 | UI/UX | Medium | Planning Recommended | Admin | — | — | - | 2026-08-31 |
| Deprecation: Agent model v1 in agentic virtual agents | Deprecation | Medium | Planning Recommended | Admin | — | — | 2026-10-01 | 2026-08-31 |
| (Preview) Agent Utilizations Aggregates API – Removal of topN/bottomN Query Support | Developer | — | — | Developer | — | — | 2026-08-24 | 2026-08-24 |
| Improved color contrast for global navigation and presence indicators | UI/UX | Low | Awareness Only | Admin | — | — | - | 2026-08-24 |
| SMS support in the Associate mobile app | UI/UX | Medium | Awareness Only | All Users | — | Q3 2026 | - | 2026-08-24 |
| Deterministic background auto-merge for duplicate contacts | UI/UX | Low | Planning Recommended | Admin | — | Q3 2026 | - | 2026-08-24 |
| Agent Copilot email summarization | UI/UX | Medium | Planning Recommended | Admin | — | Q3 2026 | — | 2026-08-24 |
| Benefit Assessment Jobs API – New Error for Bulk Assessments Within 7 Days | Developer | — | — | Developer | — | — | 2026-09-17 | 2026-08-17 |
| View external event schemas and configurations | UI/UX | Low | Awareness Only | Admin | — | Q4 2026 | - | 2026-08-17 |
| Enable secure replies outside the domain allow list | UI/UX | Low | Planning Recommended | Admin | — | Q4 2026 | - | 2026-08-17 |
| Dynamic Cloud Voice Platform as the default for new BYOC Cloud trunks | UI/UX | Low | Awareness Only | Admin | — | Q4 2026 | - | 2026-08-10 |
| Agent adherence adjustment requests | UI/UX | Medium | Action Required | Supervisor | — | Q3 2026 | - | 2026-08-03 |
| Deprecation: Salesforce data action username and password credential type | Deprecation | High | Action Required | Admin | — | — | 2026-10-07 | 2026-08-03 |
| Deprecation: Management Unit level Time-Off Limits and Time-Off Plans APIs | Developer | — | — | Developer | — | — | 2026-07-29 | 2026-07-29 |
| Upcoming Rotation of Web Services Data Action DigiCert mTLS Certificates | Developer | — | — | Developer | — | — | 2026-08-31 | 2026-07-29 |
| Disable outbound calls without a queue | UI/UX | Medium | Planning Recommended | Admin | — | Q1 2027 | - | 2026-07-27 |
| New permission to require queue selection for outbound PBX calls | UI/UX | Medium | Planning Recommended | Admin | — | Q1 2027 | - | 2026-07-27 |
| Deprecation and Replacement of Email Attachment Upload API | Developer | — | — | Developer | — | — | 2026-07-27 | 2026-07-24 |
| Deprecation and Removal of Google Agent Assist Integration | Developer | — | — | Developer | — | — | 2026-08-24 | 2026-07-24 |
Review early announcements of upcoming changes that have significant impact on the Genesys Cloud user interface or to the user experience. When these features become generally available in production, release notes will communicate full details.
Impact
Action required
Audience
Anticipated release quarter
Note: Impact and recommended actions are provided as general guidance. Actual impact may vary based on your organization’s configuration, integrations, and feature usage.
| Title | Impact | Action required | Audience | Community link | Anticipated release quarter | Effective date (YYYY-MM-DD) | Announced on (YYYY-MM-DD) |
|---|---|---|---|---|---|---|---|
| Expanded IANA time zone support for Operating Schedule Groups | Medium | Action Required | Admin | — | — | - | 2026-09-14 |
| Requesting Off Queue status for active interactions | Low | Planning Recommended | Admin | — | — | - | 2026-09-14 |
| Favorite external contacts in Genesys Cloud | Low | Awareness Only | All Users | — | — | - | 2026-09-14 |
| One-year date range limit for Agent Evaluation Summary and Detail views | Low | Action Required | Admin | — | — | - | 2026-09-07 |
| Automated evaluation attribution in analytics and evaluation views | Low | Awareness Only | Supervisor | — | — | — | 2026-09-07 |
| Gemma 4 model for Agent Copilot summaries in regions without Haiku 4.5 | Medium | Planning Recommended | Admin | — | — | - | 2026-08-31 |
| Improved color contrast for global navigation and presence indicators | Low | Awareness Only | Admin | — | — | - | 2026-08-24 |
| SMS support in the Associate mobile app | Medium | Awareness Only | All Users | — | Q3 2026 | - | 2026-08-24 |
| Deterministic background auto-merge for duplicate contacts | Low | Planning Recommended | Admin | — | Q3 2026 | - | 2026-08-24 |
| Agent Copilot email summarization | Medium | Planning Recommended | Admin | — | Q3 2026 | — | 2026-08-24 |
| View external event schemas and configurations | Low | Awareness Only | Admin | — | Q4 2026 | - | 2026-08-17 |
| Enable secure replies outside the domain allow list | Low | Planning Recommended | Admin | — | Q4 2026 | - | 2026-08-17 |
| Dynamic Cloud Voice Platform as the default for new BYOC Cloud trunks | Low | Awareness Only | Admin | — | Q4 2026 | - | 2026-08-10 |
| Agent adherence adjustment requests | Medium | Action Required | Supervisor | — | Q3 2026 | - | 2026-08-03 |
| Disable outbound calls without a queue | Medium | Planning Recommended | Admin | — | Q1 2027 | - | 2026-07-27 |
| New permission to require queue selection for outbound PBX calls | Medium | Planning Recommended | Admin | — | Q1 2027 | - | 2026-07-27 |
| User management and users page modernization | Medium | Awareness Only | Admin | — | Q4 2026 | - | 2026-07-20 |
| View category data in Speech and Text Analytics aggregate views | Low | Awareness Only | Supervisor | — | Q4 2026 | - | 2026-07-20 |
| DID groups and division support for telephony objects | Low | Planning Recommended | Admin | — | Q1 2027 | - | 2026-07-06 |
| Visibility into carrier analytics-based call blocking (SIP 603+) | Low | Awareness Only | Admin | — | Q1 2027 | - | 2026-07-06 |
| Unified notifications experience in Genesys Cloud | High | Awareness Only | All Users | — | Q1 2027 | - | 2026-06-29 |
| Require queue selection for outbound calls | Medium | Planning Recommended | Admin | — | Q1 2027 | - | 2026-06-22 |
| Anomaly detection events for proactive insights | High | Awareness Only | Supervisor | — | Q1 2027 | - | 2026-06-01 |
| Introducing Genesys digital bot connector | Low | Planning Recommended | Admin | — | Q4 2026 | - | 2026-06-01 |
| Control directory search by division | Low | Planning Recommended | Admin | — | Q4 2026 | - | 2026-03-23 |
Review the following table for information about Genesys Cloud deprecations, including breaking and non-breaking API changes, end of support for third-party software, and changes to permissions or configurations. For more information, see Genesys Cloud deprecation and removal process.
Impact
Action required
Audience
Anticipated release quarter
Note: Impact and recommended actions are provided as general guidance. Actual impact may vary based on your organization’s configuration, integrations, and feature usage.
| Title | Impact | Action required | Audience | Community link | Anticipated release quarter | Effective date (YYYY-MM-DD) | Announced on (YYYY-MM-DD) |
|---|---|---|---|---|---|---|---|
| Deprecation: Agent model v1 in agentic virtual agents | Medium | Planning Recommended | Admin | — | — | 2026-10-01 | 2026-08-31 |
| Deprecation: Salesforce data action username and password credential type | High | Action Required | Admin | — | — | 2026-10-07 | 2026-08-03 |
| Deprecation: BYOC-Premises – Genesys Hardware Solution | High | Action Required | Admin | — | — | 2027-06-01 | 2026-07-20 |
| Deprecation: Ability to embed the Genesys Cloud login web application within an iframe | High | Action Required | Developer | — | — | 2027-02-04 | 2026-07-13 |
| Deprecation: Salesforce open CTI integration | Medium | Planning Recommended | Developer | — | — | 2028-02-28 | 2026-03-23 |
| Deprecation: Genesys Enhanced TTS – End of Life for Google Standard and End of Support for Google and Microsoft Azure Neural and Wavenet Voices | High | Action Required | Developer | — | — | 2027-03-09 | 2025-04-14 |
| Deprecation: BYOC Cloud SIP TLS ciphers | High | Action Required | Admin | — | — | 2026-10-19 | 2025-03-24 |
| Deprecation: Billing and usage APIs and user interface | Medium | Planning Recommended | Developer | — | — | — | 2025-03-10 |
| Deprecation: BYOC-Premises – Genesys Hardware Solution | High | Action Required | Admin | — | — | 2026-12-01 | 2025-03-01 |
| Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Bot | — | — | — | — | — | 2027-05-31 | 2024-11-04 |
| Deprecation: Current Open Messaging Inbound Endpoint | High | Action Required | Developer | — | — | 2026-10-05 | 2024-06-24 |
Note: The Developer Forum also lists API deprecations and changes.
To learn more about upcoming features planned for the next Genesys Cloud release, see Features coming soon.
Impact
Action required
Audience
Anticipated release quarter
Note: Impact and recommended actions are provided as general guidance. Actual impact may vary based on your organization’s configuration, integrations, and feature usage.
| Title | Impact | Action required | Audience | Community link | Anticipated release quarter | Effective date (YYYY-MM-DD) | Announced on (YYYY-MM-DD) |
|---|---|---|---|---|---|---|---|
| Improved detection of SMS opt-out requests | Low | Awareness Only | Admin | — | Q4 2026 | - | 2026-05-11 |
| Introducing outbound fair use limits and overage pricing | Low | Action Required | Admin | — | Q4 2026 | - | 2026-04-20 |
| AI-based SMS opt-out detection for natural language consent revocation | — | Awareness Only | Admin | — | Q4 2026 | - | 2026-03-23 |
| Contract and billing api – new public endpoints | — | Action Required | Developer | — | — | - | 2026-03-09 |
| Client authentication EKU support removed from Genesys Cloud certificate | — | — | — | — | — | - | 2025-12-15 |
| Bring Your Own Technology (BYOT) Rate E for Audio Connectors and Rate A for third-party TTS changes | — | — | — | — | — | January 1, 2026 | 2025-11-18 |
| Simplified organization switching coming to Genesys Cloud | Medium | Awareness Only | Admin | — | Q4 2026 | - | 2025-05-05 |
| Article | Modified date (YYYY-MM-DD) | Change summary |
|---|---|---|
| Release Notes for CX Cloud from Genesys and Salesforce | 2026-09-07 | New release. |
| Genesys Sub-Processors | 2026-09-02 | Under Optional services, features, and functionalities, updated Deepgram with this addition: For customers hosted in the Sydney (ap-southeast-2) Genesys AWS region, the corresponding Deepgram region is AU. |
| Release Notes for Unified Experience from Genesys and ServiceNow | 2026-08-24 | New release. |
| Genesys Cloud Services terms and conditions | 2026-08-19 | Updated Brazil SLA to indirect. |
| Release notes for Genesys Cloud for Microsoft Teams | 2026-08-17 | New release. |
| Release notes for Genesys Cloud Embeddable Framework | 2026-08-17 | New release. |
| Release notes for Genesys Cloud for Zendesk | 2026-08-17 | New release. |
| Release notes for the Genesys Cloud browser extensions | 2026-08-17 | New release. |
| Release notes for Genesys Cloud for Salesforce | 2026-08-17 | New release. |
| Genesys Cloud Product Support | 2026-08-03 | Added a link to the Access the Product Support portal via Okta article in the first table |
| Genesys Cloud system requirements | 2026-06-10 | Refined the wording under the Genesys Cloud screen recording heading in the Virtual Desktop Infrastructure (VDI) support section to make expected behavior and performance considerations associated with screen recording in VDI deployments more clear. |
| Genesys Partner/BPO Sub-Processors | 2025-12-22 | Article created. |
| Genesys Cloud Service Level Agreement | 2025-08-26 | Under SLA credits, added definition and reference to customer organization, similar to organization ID referenced under Case Submission. |
| Genesys Cloud security policy | 2025-06-16 | Pointillist Service reference removed from the title |
| Genesys Cloud privacy policy | 2025-02-19 | Updated content. |
| About ports and services for your firewall | 2024-10-23 | Added links for finding IP addresses for Genesys AudioHook Monitor, Genesys Audio Connector, Genesys Bot Connector, and BYOT Speech-to-text (STT). |
| Genesys Cloud security bulletins | 2024-07-19 | Added CrowdStrike outage bulletin. |
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