Customer engagement

• Mobile Messenger support for time slot picker
• Web messaging expanded English (Great Britain, Australia, Ireland), Swiss German, and Slovak language support
• Messenger input forms for digital bot flows
• Rate limiting for conversation assignment
• Caller ID inheritance for agent-created customer first callbacks
• Case record comments

Data, analytics, and reporting

• Sensitive data masking support for Hebrew and Turkish voice transcripts
• Sensitive data masking support for Hebrew and Turkish messaging transcripts
• Program-level sentiment and empathy analysis controls
• Increased dictionary terms limit for native transcription
• Improved native transcription accuracy for English dialects and specialized domains
• Sentiment Feedback user interface modernization
• Speech and Text Analytics configuration UI modernization
• Unified and scalable Genesys Cloud CX conversation data extraction

Employee productivity

• Call Session Service rollout for eligible organizations
• Associate mobile app rebrand and user experience refresh
• Bulk user operations for Genesys Cloud Copilot

Open platform

• ServiceNow email routing via Genesys Cloud

Self service and automation

• Additional Agentic Virtual Agent (AVA) debugging details in Execution History and Replay mode
• Dark mode support and user interface update for Architect
• Improved Knowledge answers in Agent Copilot and Virtual Agent

Workforce engagement

• Work team-level access control for time-off requests
• Live screen monitoring for agent supervision
• Delete activity plans and future occurrences

Deprecations

• Deprecation: GPE journey outcomes
• Deprecation: Native voice transcription for Polish (pl-PL)