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.
Administrators can now group and expand operational events in the Operational Console for easier navigation and troubleshooting. An optional grouped view organizes events by Event Definition ID, lets administrators drill into details, and includes a preset time picker filter with common time ranges. When enabled, this view helps administrators quickly spot patterns and repeated issues as event volume grows. The classic flat list view remains available by default.
Administrators can now control which users can view, edit, or remove their own or others’ phone associations by assigning new telephony permissions. These permissions help to ensure that only authorized users can change station assignments. The new permissions are:
telephony > selfStationAssociation > view
telephony > selfStationAssociation > edit
telephony > otherStationAssociation > view
telephony > otherStationAssociation > edit
conversation > callForwarding > view
To maintain access, update user or OAuth client roles with the required permissions before enforcement begins. Roles with the conversation:call:add permission will automatically receive these new permissions in an upcoming update. Note: This feature is available on a limited basis.
Administrators can now use the PATCH API endpoint to partially update external contact records in the Genesys Cloud Customer Profile. This enhancement allows integrations and internal services to update only specific fields on an external contact without sending or replacing the full contact record. Partial updates help reduce data overwrite risk and improve performance for CRM synchronization and Architect flows.
Administrators can now use AI to generate suggested topic phrases based on a topic’s name, description, dialect, and any existing phrases. This feature helps reduce manual effort and helps to ensure more consistent coverage when you configure Speech and Text Analytics topics. Administrators can request up to 10 AI-generated phrase suggestions per request, review and edit them, and then approve which phrases to add to a topic. To manage usage and cost, Genesys Cloud supports up to 100 phrase generation requests per organization per day.
Administrators can now allow agents to use secure pause on all voice calls, including non-ACD calls such as direct inbound and outbound calls and callbacks to DID numbers assigned to outbound campaigns. This update helps agents pause call recordings when they collect payment details or other sensitive information, which supports PCI and legal compliance and helps protect customers’ data. Previously, secure pause was available only on ACD calls.
Administrators can now enable Collaborate chat users to pin important messages in their mobile chat rooms on iOS and Android. Users can pin key updates, decisions, or reference links and then quickly access them from the chat settings so everyone in the room can stay aligned on important information.
Administrators can now upload knowledge files directly through APIs using custom integrations that connect to Amazon S3. These new v3 API endpoints allow technical users to push content such as text, .pdf, and .docx files from external systems into Genesys Knowledge Search in Knowledge Fabric, which helps to support search and AI features without building or maintaining CMS-specific connectors.
Administrators can now change the priority of individual decision rules inside a decision table. This capability helps administrators align rule order with current business logic and quickly adjust which rules to evaluate first when requirements change. Previously, decision tables followed a fixed row order based on when rules were created. With direct priority control, administrators can more easily maintain, review, and update decision rules to match their organization’s needs.
Administrators can now add an average alert time metric to agent scorecards in gamification profiles. This metric measures how long an interaction rings for an agent before they accept or deny it, highlighting individual alert response behavior rather than overall queue performance. With this insight, supervisors can recognize agents who respond quickly, identify those who consistently take longer, and target coaching on specific response patterns.
Administrators can now see evaluation type, score, critical score, and evaluated agent directly in the Quality summary table in the interaction detail view. This change reduces the need to open each evaluation individually to understand who was evaluated and how they performed, and helps supervisors, evaluators, and managers make faster coaching and escalation decisions from a single view.
On November 10, 2025, Genesys Cloud announced the deprecation of the Token Implicit Grant (Browser) option for OAuth clients, originally scheduled for March 9, 2026. The deprecation and removal have been postponed to May 2026. This change affects customers currently using the Implicit Grant flow, including for Embeddable Framework applications. Beginning in May 2026, the Implicit Grant option will no longer be available when creating new OAuth clients. From May 2027, existing OAuth clients that rely on this flow must migrate to the more secure Authorization Code grant type with PKCE (Proof Key for Code Exchange) to continue functioning. PKCE is already supported in Genesys Cloud and aligns with OAuth 2.0 security best practices. While no immediate action is required, administrators should plan and complete their migration before the May 2027 deadline to ensure uninterrupted access.
On June 24, 2024, Genesys Cloud announced that it will discontinue support of POST /api/v2/conversations/messages/inbound/open, the current open messaging inbound endpoint, originally scheduled for October 31, 2024. The deprecation and removal have been postponed to October 5, 2026. This endpoint has served as a general entry point for open messaging. Genesys will deprecate this endpoint and expand functionality with three new endpoints designed to enhance the capabilities and performance of open messaging.