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.
| Title | Type | 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 | Deprecation | medium | planning-recommended | — | — | — | 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 |
| Configure display formatting for custom transcription dictionary terms | UI/UX | low | planning-recommended | admin | — | Q4 2026 | - | 2026-08-24 |
| 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 | — | — | — | — | — | 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 |
| Deprecation: BYOC-Premises – Genesys Hardware Solution | Deprecation | — | — | — | — | — | 2027-06-01 | 2026-07-20 |
| View category data in Speech and Text Analytics aggregate views | UI/UX | low | awareness-only | supervisor | — | Q4 2026 | - | 2026-07-20 |
| Removal : ACD Web Chat API | Developer | — | — | developer | — | — | 2026-08-10 | 2026-07-13 |
| Analytics Aggregates API: Improved Grouping Accuracy for Multi-Valued Dimensions | Developer | — | — | developer | — | — | 2026-08-17 | 2026-07-13 |
| Deprecation: Ability to embed the Genesys Cloud login web application within an iframe | Deprecation | — | — | — | — | — | 2027-02-04 | 2026-07-13 |
| Copilot displays structured data in lists and cards | UI/UX | low | awareness-only | all-users | — | Q4 2026 | - | 2026-07-13 |
| Improve knowledge optimizer feedback insights for knowledge workbench and knowledge fabric | UI/UX | medium | awareness-only | admin | — | Q4 2026 | - | 2026-07-13 |
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.
| Title | Impact | Action required | Audience | Community link | Anticipated release quarter | Effective date (YYYY-MM-DD) | Announced on (YYYY-MM-DD) |
|---|---|---|---|---|---|---|---|
| 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 |
| Configure display formatting for custom transcription dictionary terms | low | planning-recommended | admin | — | Q4 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 |
| View category data in Speech and Text Analytics aggregate views | low | awareness-only | supervisor | — | Q4 2026 | - | 2026-07-20 |
| Copilot displays structured data in lists and cards | low | awareness-only | all-users | — | Q4 2026 | - | 2026-07-13 |
| Improve knowledge optimizer feedback insights for knowledge workbench and knowledge fabric | medium | awareness-only | admin | — | Q4 2026 | - | 2026-07-13 |
| Restrict access to ACD voicemail recordings with new permissions | low | action_required | admin | — | Q4 2026 | - | 2026-07-06 |
| 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 AudioHook integration queue audio streams | medium | planning-recommended | admin | — | Q4 2026 | - | 2026-05-04 |
| Control directory search by division | low | planning-recommended | admin | — | Q4 2026 | - | 2026-03-23 |
| Analytics tables drill-in behavior accessibility improvements | low | awareness-only | all-users | — | Q4 2026 | - | 2026-03-09 |
| Caller ID improvements for outbound calls | low | planning-recommended | admin | — | Q1 2027 | - | 2026-01-26 |
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.
To learn more about upcoming features planned for the next Genesys Cloud release, see Features coming soon.
| 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 |
| 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 | 2026-08-26 | New release. |
| 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 Sub-Processors | 2026-07-13 | Added Deepgram and Eleven Labs to the Bots and STT/TTS section. |
| 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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