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.
Important
Starting August 11, 2025, agent multi contextual panels will be the default experience. For more information, see Agent UI multiple contextual panels.
This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversations with full context visible at a glance.
Administrators can now upload a SAML metadata file to create or update single sign-on (SSO) integrations in Genesys Cloud. This enhancement simplifies the SSO setup process by using a single configuration file provided by most identity providers, rather than requiring manual entry of individual fields and certificates. This change helps reduce configuration errors, saves time during setup, and makes ongoing maintenance more efficient. SAML metadata files contain all the required details to populate the integration form, allowing administrators to manage SSO connections more easily, especially as organizations scale up the number of SSO integrations.
Administrators can now view the latest Genesys and Genesys Cloud logos on the Genesys Cloud login UI and related identity and access management (IAM) pages. This update aligns the login experience with the current Genesys corporate branding.
One of the following licenses
All licenses include this feature.
OAuth client secret now viewable only at creation or upon new secret request
Administrators can now view the client secret at the time of client creation or when a new secret is generated. It will no longer be visible after it has been created. Administrators can copy and store the client secret securely during creation or regeneration, as it will not be accessible later through the Admin UI. For now, the client secret will still appear in API responses; however, this behavior is temporary and will be disabled in the future.
Administrators can now see an estimated time for journey calculations and receive in-app notifications when those calculations are in progress while navigating to other pages within Journey Management. The page refreshes automatically once the results are ready, reducing the need for manual updates or browser refreshes. This update also simplifies the workflow with a new combined Save and Calculate button, allowing users to design or update their analysis and begin processing in a single step. These enhancements help reduce friction in the journey-building process by improving visibility into calculation progress, decreasing wait-time uncertainty, and streamlining the steps needed to generate results.
Performance view users can now reorder columns directly within the column picker, in addition to the existing ability to drag and drop columns in the table. This update improves the usability of the column picker, streamlines column management, and makes it more efficient to configure Analytics Performance views. This update also includes accessibility improvements to the column picker to help ensure compliance with accessibility standards while enhancing functionality.
Where
Performance > Workspace > Contact Center > Agent Performance, click agent name
Click Performance > Workspace > Contact Center > Queue Performance, click queue, and then Abandon % statistics in summary row
Performance > Workspace > Journey > Journey Action Map Performance, click blocked number in Blocked column
Performance > Workspace > Journey > Journey Action Map Performance, click blocked number in Blocked column, and then blocker reason in Blocker column
Script designers can now embed one script page within another, evaluate Boolean expressions with a new custom action, and control component visibility using dynamic expressions. Designers can also style button text, adjusting font size, family, and style, and label individual interface components for easier identification. Script design now includes breadcrumbs that improve navigation in complex scripts. The script editor now includes Add step and Add action buttons for quicker configuration, along with a new multi-select drop-down that displays selected property types. Administrators can now replace or export a script directly from the Edit menu and set a default starting page for scripts.
Administrators can now enable the Alert Volume While on Call setting in the Genesys Cloud main application, allowing users to control the volume of alerting interactions while on a call or callback. This setting, already available in integrations like Chrome, Firefox, Salesforce, and others, helps users manage sound preferences without affecting overall volume levels. By making this option available directly in the main app, users gain more consistent and customizable control over their in-call experience across all Genesys Cloud platforms. The setting appears in User Preferences under Sound settings and works independently of other volume controls.
Flow authors can now configure Transfer to User, Transfer to Number, and Transfer to Group actions in Architect voice bot flows and digital bot flows, in addition to Transfer to ACD.
Transfer to User is available in both voice and digital bot flows.
Transfer to Number and Transfer to Group are available only in voice bot flows.
These options help administrators and flow authors keep bot logic and routing decisions in one place, reducing the need to switch between flow types.
Where
Architect > [selected Bot Flow or Digital Bot Flow] > Toolbox > Transfer category
Performance > Workspace > Other > Virtual Agent Performance
On November 3, 2025, Genesys Cloud will deprecate and remove legacy code from the Mobile Messenger SDK. This code, inherited from the original BOLD SDK, includes internal classes, methods, and interfaces that were never intended for public use. Although undocumented and unsupported, these elements have remained accessible within the SDK. The removal is part of an ongoing effort to keep the SDK clean, well-documented, and easier to implement and maintain. This change will not affect any documented or supported functionality. Developers must ensure that their implementations do not rely on any undocumented legacy components, as these will be removed in an upcoming release. Genesys recommends reviewing SDK usage to prepare for this change. Further details, including timing and impact, will be provided in a future release note.
Starting July 31, 2026, Genesys will end support for Pointillist, the standalone customer journey analytics solution. Existing customers should contact their Genesys account representative to begin planning their transition to the unified Journey Management offering within Genesys Cloud CX. This transition will ensure continued access to customer journey analytics features as part of the broader Genesys Cloud platform.
Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.