Genesys Cloud – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until September 21, 2026. The feature descriptions in the September 21, 2026 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
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.
Native digital user tracking in Mobile Messenger
Developers can now use intuitive Mobile Messenger SDK methods to capture app events and track customer journeys within native mobile applications. This feature simplifies implementation by reducing the need for direct Journey App Events API integration and enables agents to gain additional context about a customer's journey within the native app. Organizations can now gain the same visibility into mobile user behavior that they have with web messaging deployments.
Apple messages for business invitations
Administrators can now configure Apple Messages for Business invitations to proactively engage customers with Apple-approved, transactional notifications. Organizations can send secure updates, such as order status, appointment reminders, travel alerts, and account notifications, directly to the Messages app. This enhancement enables businesses to initiate important customer communications based on specific events or customer journeys.
Custom attributes in workitem list columns
Supervisors can now configure the workitem list to display custom attributes as columns for selected worktypes. This enhancement surfaces the most relevant information directly in the workitem list, reducing the need to open individual workitems and helping users scan, triage, and prioritize work more efficiently.
LAM-powered virtual agents in AI Studio
Agentic Virtual Agents can now be deployed in more regions, this release includes Singapore, Osaka, and Mexico.
Deterministic auto-merge for duplicate contacts
Administrators can now configure Genesys Cloud to automatically merge duplicate external contacts that have exact matches on identifiers such as phone numbers, email addresses, or CRM external IDs. Administrators can enable or disable automatic merging at the organization level and preview potential merges before enabling the feature. Genesys Cloud processes merges daily and provides scan history for the previous 14 days, including identified duplicates, successful merges, and failures. This capability reduces manual duplicate cleanup and helps maintain accurate and consistent contact records.
Performance Views data table now supports resizing, horizontal scrolling, and accessibility improvements
Genesys Cloud now includes an enhanced data table in Performance Views with support for horizontal scrolling, column resizing, and improved accessibility. Users can now navigate using screen readers and keyboards with logical focus order and clear labeling, and benefit from support for zoom and high-contrast themes. This update improves usability, enables more flexible data exploration, and ensures compliance with WCAG 2.2 accessibility standards.
Agent adherence adjustments
Agents can now submit adjustment requests for out-of-adherence exceptions, such as offline work or extended interactions that delay scheduled breaks. Administrators and supervisors can review, approve, or deny these requests from the Adherence Adjustments list or directly from the Schedule Editor. Approved adjustments are reflected in adherence calculations, helping organizations account for legitimate schedule deviations and improve adherence reporting accuracy.
Time-off management UI updates
Workforce management administrators can now experience an updated user interface in time-off management views. This update adopts the Genesys Cloud Flare design system to provide a more modern and visually consistent experience across workforce management and Genesys Cloud. Existing functionality remains unchanged.
Note: This feature list is subject to change.
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