Genesys Cloud FedRAMP Region – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud FedRAMP region release. The features will not be live in Genesys Cloud FedRAMP region until March 23, 2026. The feature descriptions in the March 23, 2026 Genesys Cloud FedRAMP region Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud FedRAMP region feature releases, see the Feature releases and Announcements sections in Genesys Cloud FedRAMP region Release Notes.
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.
New commercial model for Work Automation tasks and workitems
Genesys Cloud now offers Work Automation as a consumption-based offering and no longer as an add-on license. Administrators can use Work Automation to define tasks and automate workflows based on predefined processes. This update enables organizations to automate, route, and manage work across stages of the customer lifecycle.
Genesys Cloud introduces Case management
Administrators can now use Genesys Cloud Case management to orchestrate and track complex customer requests that require multiple interactions and collaboration across teams. This release enables configuration of cases with up to three stages, low-code task automation, and intelligent task routing. Agents can create, view, and work on cases, and supervisors can monitor case progression and SLA adherence. Case management is available within Genesys Cloud.
Poly/HP Edge B Series managed phones available in Genesys Cloud
Administrators can now deploy Poly/HP Edge B Series hardware phones as Genesys Cloud managed phones. This feature enables registration, provisioning, and management of Poly/HP B Series models using the Genesys Cloud phone provisioning service, expanding support for the next generation of Poly IP-based SIP phones.
Message parking for Genesys Cloud
Agents can now park and resume message conversations, including social DMs, open messaging, web messaging, and SMS, for a configurable duration (default: 7 days). Supervisors can view and transfer parked messages, monitor parking metrics in analytics, and manage interactions from analytics dashboards. Parked messages do not count toward billing, average handle time, or agent utilization, and agents can park up to 25 messages each. Visual cues, such as toast notifications and transcript logs, help users track parked interactions. Feature availability and permissions depend on license type.
Ingest external events through APIs for External Contacts
Genesys Cloud now supports ingesting external events through APIs and associating them with External Contacts in an organization. Organizations can define custom event data sets from third-party or homegrown systems and send them to Genesys Cloud through APIs. This foundational capability establishes the data model and ingestion framework that will enable customers to use external event data across the Genesys Cloud platform, including for journey analysis, orchestration, routing decisions, and customer profile enrichment.
Support for Poly Trio C60 conference phone as a Genesys managed phone
Administrators can now deploy Poly Trio C60 hardware phones as Genesys Cloud managed phones. This feature establishes support for the next generation of Poly IP-based SIP conference phones, enabling streamlined provisioning and management alongside other supported Poly devices.
Extended markdown in messaging channels
Administrators can now enable a channel-aware markdown editor with a formatting toolbar in the messaging component, making it easier for agents to apply markdown consistently across channels. While web messaging previously supported markdown through syntax, the new toolbar simplifies formatting and extends agent-side formatting support to WhatsApp and Facebook Messenger. In addition, agents now have access to a resizable text input field across all messaging sub-channels, providing a consistent, channel-less experience and allowing agents to adjust their workspace based on the length and complexity of each conversation.
Improved diagnostics for outbound voice campaigns
Administrators can now use the voice campaigns view to see real-time information about outbound campaign health. The dedicated diagnostics window surfaces key data points about campaigns, queues, and agents so that administrators can quickly spot issues that affect contact rates and campaign efficiency. This capability helps reduce investigation time for system or configuration problems and supports better adherence to compliance rules, such as call timing requirements.
Note: This feature list is subject to change.
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