Administrators can now run predictive routing benefit assessment evaluations for queues that already have predictive routing enabled. For an enabled queue, the assessment evaluates all available KPIs, including the KPI that the queue currently uses for optimization. Administrators can run an assessment for an individual enabled queue or include enabled queues when they assess all queues they have permission to access. This capability helps administrators identify whether an existing predictive routing queue has high optimization potential for another KPI without disabling its current predictive routing configuration.

Administrators can now use the Architect flow validator to identify issues in published flows that become invalid because of platform or dependency changes. Using the Archy CLI or Archy CX as Code, administrators can validate flows after publication and review validation issues before they result in runtime failures. This capability helps administrators identify and address problems without having to wait for a flow to fail during execution.

Genesys Cloud now supports WhatsApp Business-Scoped User IDs (BSUIDs) and usernames for identity resolution and contact management. This enhancement helps maintain customer identity continuity, contact stitching, and conversation history as Meta transitions from phone-number-based identification to username-based experiences. Agents can view customer usernames in the profile panel and interaction history, helping ensure accurate customer recognition and a unified customer view across WhatsApp interactions.

Administrators can now view predictive routing benefit assessment and performance information at the same time in the Queues view. Separate Predictive Routing Evaluation and Predictive Routing Performance columns keep the latest benefit assessment results visible after predictive routing is enabled for a queue and provide access to current performance results. Administrators can also review benefit assessment results for available KPIs, run benefit assessments for eligible queues, and open a high-potential queue directly to configure predictive routing. These changes make it easier to compare benefit assessment results with predictive routing performance and identify queues that may benefit from predictive routing.

Administrators can now create WhatsApp template messages with video-based carousels. Agents, bots, campaigns, and agentless API clients can use these templates to send rich, interactive WhatsApp messages with up to 10 video cards. This enhancement enables businesses to showcase products, services, and other content through richer, more engaging WhatsApp experiences.

Administrators can now use Meta’s WhatsApp Embedded Signup v4 to onboard WhatsApp Business Accounts and phone numbers in Genesys Cloud. This update provides a streamlined onboarding experience and ensures continued support for new WhatsApp onboarding following Meta’s deprecation of Embedded Signup v2.

Journey analysts can now reposition event cards on the Journey Management canvas after adding them to a journey. Moving event cards changes only their position on the canvas and does not change the underlying journey logic. This capability makes it easier to organize complex journeys and imported flows, improve readability, and create clearer journey visualizations for analysis, collaboration, and presentations.

Administrators can now use attribute-based access control (ABAC) policies to control access to interaction transcripts based on the Customer Access Attribute associated with a conversation. ABAC provides an additional access control layer before existing role-based access control (RBAC), allowing organizations to restrict transcript access based on customer or business context rather than relying only on permissions and divisions. If an ABAC policy denies access, the user cannot view the transcript. If the policy allows access, existing permissions and division-based restrictions continue to determine whether the user can access it. This capability helps organizations with multiple lines of business, regions, or other data-separation requirements limit access to sensitive transcript content more precisely.

Genesys Cloud continues to enable the Call Session Service (CSS) for eligible organizations as part of the phased rollout previously announced on July 29, 2026. CSS is a core telephony service that supports call session management. The rollout requires no customer configuration changes and does not affect existing call behavior.

Administrators can now use enhanced auto-answer capabilities for eligible voice and digital interactions in CX Cloud. Genesys-controlled auto-answer provides more granular control over when auto-answer applies, including by queue, campaign, user or agent group, and interaction type. For eligible outbound campaign voice interactions, CX Cloud can trigger auto-answer earlier in the interaction lifecycle to help reduce connection latency. Agents also receive an on-screen notification when an eligible voice interaction is automatically answered, with available caller and interaction information to help them begin the conversation.

Agents with the appropriate permissions can now manage their Genesys Cloud call-forwarding settings directly within CX Cloud from Salesforce. Agents can view, enable, or disable call forwarding and select a supported forwarding destination, such as a telephone number, extension, user, or queue. This feature helps agents continue to receive eligible direct calls when they are away from their primary phone or need calls routed to another destination without leaving their Salesforce workspace.

Administrators can now use a visual schema picker to create filter conditions for triggers. The picker allows administrators to browse fields in the selected event topic schema and select a field to automatically generate the corresponding JSON Path. Administrators can still view and manually edit the generated JSON Path when they need more advanced control. For event schemas that contain objects without detailed field definitions, administrators can provide a supplemental JSON schema to make those fields available in the picker. These improvements reduce the need to manually construct JSON Path expressions and help prevent filter configuration errors that can cause triggers to miss intended events.

Administrators can now use Reports To as a permission condition to control access to recordings, recording segments, transcripts, snippet recordings, and screen recordings based on the reporting hierarchy of interaction participants. Administrators can scope access to the hierarchy of a specific user or select Current User to give supervisors access based on their own reporting hierarchy. This capability simplifies role configuration by allowing organizations to use their existing reporting hierarchy instead of maintaining user- and queue-based conditions for individual supervisors.

Administrators can now use attribute-based access control (ABAC) policies to control access to interaction recordings based on the Customer Access Attribute associated with a conversation. ABAC applies to policy-based recordings and recording segments, snippet recordings, and screen recordings. ABAC provides an additional access control layer before existing role-based access control (RBAC) - if ABAC authorizes access, existing permissions, permission conditions, and division restrictions continue to apply. This capability helps organizations with multiple lines of business, regions, or other data-separation requirements control access to recordings based on customer or business context.

Workforce planners and administrators can now benefit from improved forecast accuracy for time series with subtle seasonal patterns. For non-seasonal time series with at least 65 weeks of historical data, Genesys Cloud now evaluates seasonal forecasting methods alongside existing non-seasonal methods and automatically selects the method with the best historical performance. This enhancement helps account for subtle seasonal patterns that seasonality classification may not detect.

Workforce management administrators can now request an OuterLimits increase from the default 500 work plans to up to 2,000 work plans for an individual management unit. The increase is applied directly to 2,000 after approval and does not use intermediate tiers. This additional capacity enables larger management units to support individualized work plans without splitting management units solely to stay within the default work plan limit. Genesys Cloud also increases the work plan rotation limit from 200 to 1,000 per management unit by default, with no OuterLimits approval required. The existing limit of 12,000 total positions across rotations in a management unit remains unchanged. As a result, organizations with 1,000 rotations can have an average rotation length of 12 weeks before reaching the position limit.

Capacity planners can now import up to two years of external volume and average handle time (AHT) forecasts for use in capacity plans. This feature enables organizations that do not use Genesys Cloud forecasting to use capacity planning with externally generated forecasts and compare forecasted requirements with planned staffing levels.

Administrators can now use a direction filter in addition to the existing Initial direction filter when configuring supported gamification metrics. The direction filter allows administrators to select Both, Inbound, or Outbound and applies the selected direction when calculating metric results. Using both direction filters provides more control over which interactions contribute to metrics such as Average Handle Time, Average Talk Time, and Number of Interactions - for example, administrators can configure a metric to focus on interactions that started inbound and remained inbound rather than including subsequent outbound callback activity. This capability helps administrators configure gamification metrics to more accurately reflect the interactions they want to measure.

Administrators can now use attribute-based access control (ABAC) policies to control access to quality management evaluations and surveys based on the Customer Access Attribute associated with a conversation. Administrators can configure separate ABAC policies for evaluations and surveys, allowing organizations to apply different access requirements to each. ABAC provides an additional access control layer before existing role-based access control (RBAC) - if ABAC authorizes access, existing permissions, permission conditions, and division restrictions continue to apply. This capability helps organizations with multiple lines of business, regions, or other data-separation requirements control access to evaluation and survey data based on customer or business context.