List of the Genesys Cloud release notes published in March 2026.
Customer engagement
- WhatsApp support for interactive rich link messages
- Public availability of the workitems Query Sync API
Employee productivity
- Enable knowledge configuration for additional languages
- Add standalone phones to groups for group ring
- Genesys Summarization Connector for Agent Copilot interaction summaries
Data, analytics, and reporting
- Introducing Content Exploration view
- Charts user experience enhancements
- Add program filter to phrase testing in Topic Editor
- Topic miner support for Danish, Finnish, Norwegian and Swedish
- API-based dictionary management for EVTS with AWS Transcribe
Open platform
- Enable BYOI for new CX3 organizations with injected interactions
Self service and automation
- Support for custom ASR dictionaries in bot flows
Workforce engagement
- Generate schedules using minimum coverage
- API to export continuous forecast data for external use
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Customer engagement
- Improved diagnostics for outbound voice campaigns
- Filter knowledge portal results by article labels
- Pagination for web deployment list APIs
- Increased limits for Messenger configuration and deployment counts
Self service and automation
- Bring Your Own Technology (BYOT) ASR engines in Architect bot flows
Deprecations
- Deprecation: Administrator login using only username and password
Deprecations
- Deprecation: Mobile Messenger legacy Android and iOS code removal
- Deprecation: Billing APIs and UI components update
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Account management
- Improved Operational Console user interface
- New permissions for managing phone associations
Data, analytics, and reporting
- New PATCH API endpoint for external contacts
- Use AI to generate topic phrases
Employee productivity
- Secure pause available on all call types, not just ACD calls
- Pin messages in Collaborate chat for quick reference on mobile
Self service and automation
- API endpoints for uploading knowledge files using custom integrations
- Decision rules priority setting
Workforce engagement
- Average alert time metric for Gamification Profiles
- View evaluation scores in the interaction detail quality summary
Deprecations
- Deprecation: Token Implicit Grant for OAuth clients
- Deprecation: Open messaging inbound endpoint
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