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.
Feature postponed: September 4, 2026 Feature reenabled: October 23, 2026
Genesys Cloud updated the user interface for the Admin > People & Permissions > People page, which now appears under User Management > Users in the new navigation. The refreshed interface includes updates to buttons, text formatting, fields, tables, menus, dialogs, and the Person Attributes tabs to provide a more consistent administrative experience. These visual changes do not affect existing functionality, workflows, or agent-facing views.
Administrators can now use permissions to restrict or limit the canned response libraries that agents have access to based on divisions. This feature provides more granular control over canned response libraries, enabling supervisors to assign only those libraries that are relevant to a particular division and helping agents more quickly find suitable responses when many libraries are available.
Administrators can now define attribute-based access control (ABAC) policies to restrict access to Genesys Cloud based on attributes such as IP address or time of day. This helps improve security by enabling more granular access control. Administrators can also migrate IP-based restrictions from the existing Allowed IP Addresses feature to ABAC to manage access policies in a single location.
Administrators can now use Genesys Cloud Copilot to create and update worktypes and schemas by using natural language. Copilot also enables AI agents to create workitems at runtime, helping reduce the time and complexity of designing and managing work automation.
Flow authors can now use native Architect actions to retrieve active customer intents for a contact in voice, inbound message, and email flows. This feature helps to ensure that flows react appropriately to customer needs by leveraging intent data from current or previous sessions to personalize orchestration and routing decisions.
Architect users can now use a native data action to partially update an external contact during voice, inbound message, and email flows. This enhancement enables flow authors to dynamically update contact records, including custom fields, using information gathered from participant data, virtual agents, or external systems. The new action helps to ensure customer profiles remain accurate and unified across channels, supporting improved personalization and omnichannel experiences.
Genesys Cloud now enables outbound email and messaging campaigns, including WhatsApp campaigns, to dynamically select a content template at runtime based on a contact list column. This feature allows a single campaign to support multiple content variants based on contact data, such as language or notification type, reducing the need to create separate campaigns or maintain complex rule sets for different template variants.
Canned responses now support file attachments, enabling agents to send responses with attachments during digital interactions. This enhancement improves efficiency and accuracy by eliminating the need to manually attach files for each interaction. Supported file types include documents, PDFs, images, and videos.
Sensitive data masking support for messaging transcripts is now available for Danish Denmark (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). This feature automatically detects and redacts personally identifiable information (PII) and payment card industry (PCI) data, which helps to ensure customer privacy and maintain compliance with data protection standards.
Sensitive data masking support for voice transcripts is now available for Danish Denmark (da-DK), Finnish Finland (fi-FI), Norwegian Norway (nb-NO), and Swedish Sweden (sv-SE). This feature automatically detects and redacts personally identifiable information (PII) and payment card industry (PCI) data, which helps to ensure customer privacy and maintain compliance with data protection standards.
Genesys Cloud now provides consistent filtering behavior across all Analytics Aggregates API endpoints, including conversations, transcripts, flows, and bots. When a request filters by a dimension such as userId, flowId, or queueId, the API response returns only groupings that match the specified filter criteria. This change helps ensure more precise aggregate responses and reduces unnecessary data in the response payload.
Administrators can now transfer dashboard ownership for individual dashboards or in bulk. This feature helps ensure dashboards remain accessible and manageable when an owner is unavailable or leaves the organization. Ownership changes are validated against dashboard ownership limits, and Genesys Cloud sends email notifications to both the previous and new owners when a transfer is completed successfully.
Flow authors can now use the Genesys TTS Connector with configured third-party text-to-speech (TTS) providers in secure call flows. This enhancement enables organizations to use third-party TTS voices for security-sensitive interactions while maintaining PCI-compliant secure flows.
Developers can now access enriched turn-level metadata for virtual agent response turns through the Bot Flow Reporting Turns API. The API returns metadata for tool calls, knowledge calls, data action calls, and guardrail outcomes, enabling programmatic triage, integrations, and custom workflows for virtual agent conversations.
Genesys Cloud now uses updated AI models for knowledge answer generation and highlighting in Agent Copilot and virtual agents. This update maintains knowledge answer generation and highlighting as Genesys transitions to supported AI models based on regional availability. No changes to customer configurations or workflows are required.
Administrators and flow authors can now use native Architect actions to create, retrieve, and update conversation attributes directly within flows. These actions eliminate the need for custom data actions, making it easier to capture, store, and reuse conversation data such as booking IDs, claim references, and case priorities throughout the conversation lifecycle.
Agentic virtual agent authors can now preview and transition their virtual agents to an updated model. Authors can select and this new model in AI Studio Preview without affecting production conversations, and then switch their virtual agent to the new model after validating its behavior. The new model provides language and conversational improvements and expands language availability to include German (Switzerland), Hebrew (Israel), and Thai (Thailand), with availability and designation based on language quality validation. Authors have 30 days from general availability of this new model to complete the production model upgrade.
Administrators and bot authors can now configure advanced speech-to-text (STT) settings for Microsoft and Deepgram engines in Architect. This feature allows organizations to fine-tune speech recognition and turn-taking behavior for their specific use cases, environments, and caller populations without relying on custom platform changes.
Administrators can now select the Deepgram Flux and Nova automatic speech recognition (ASR) models for virtual agents. These models improve end-of-speech detection and background noise handling, helping reduce premature cutoffs and improve speech recognition in noisy environments.
Workforce Management schedulers can now configure, at the management unit level, how far into the future agents can view published shifts. This feature helps organizations comply with regional work practices and agreements by limiting schedule visibility while continuing to calculate time-off requests using the full published schedule. Agents only see shifts and receive notifications within the configured visibility window.
On October 1, 2026, Genesys Cloud will end support for the existing agentic virtual agents model. Customers should test and transition their agentic virtual agents to the latest model available before this date. Customers who do not transition within the 30-day opt-in period will be automatically migrated to the new model.
Genesys Cloud removed support for AI Guides (version 1). Organizations that continue to use Guides V1 will no longer be able to use the feature. To avoid service disruption, migrate existing Guides V1 implementations to Guides V2 or Agentic Virtual Agent.
Genesys Cloud deprecated support for loading the Genesys Cloud login web app within an iframe as part of an effort to improve protection against clickjacking attacks. This change affects organizations that use applications which embed the Genesys Cloud login web app in an iframe. Existing integrations will continue to work during a transition period, while new integrations that attempt to load the login web app in an iframe will be blocked. By February 4, 2027, all application integrations must use pop-out authentication instead of loading the login web app in an iframe.
Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, 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.