Genesys Cloud – Features coming soon

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.

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.

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.

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.

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.

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.

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.

Administrators can now allow CX Cloud agents to add up to six participants to a voice call when using Salesforce Service Cloud Voice APIs (available with the Salesforce Summer ’25 release). Agents can consult with an additional participant, merge participants into the call, mute or disconnect individual parties, and leave the call while allowing the remaining participants to continue.

On May 25, 2026, Genesys Cloud will deprecate GPE journey outcomes, including the outcome prediction feature that calculates the probability that an online visitor will achieve a defined outcome and uses that score for proactive engagement in Genesys Predictive Engagement. After this date, the feature and all related configurations will no longer be available.