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Genesys Cloud – Features coming soon

This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until May 11, 2026. The feature descriptions in the May 11, 2026 will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in .

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 .

Partnership compliance with Canada Protected B Data Protection Rules

Compliance
Account management
Administrators can now leverage Genesys Cloud’s partnership compliance with Canada’s Protected B Data Protection Rules, enabling support for Canadian federal government contracts that require this security level. Genesys Cloud has been assessed to the CCCS Cloud Medium (PBMM) profile, with an Unclassified Summary report available for prospective clients and a detailed Protected B assessment report held for authorized review. This compliance helps organizations meet Canadian government requirements for safeguarding sensitive information and assets. For more information about Protected B, visit the Government of Canada’s safeguarding levels page.

Improved customer firewall requirements

Data Privacy & Security
Account management
Administrators can now update their firewall allowlist to use a reduced set of Google domains for Genesys Cloud. Instead of allowing *.googleapis.com and *.gstatic.com, customers should now allow only fonts.googleapis.com, maps.googleapis.com, fonts.gstatic.com, and maps.gstatic.com. This change helps to simplify firewall configurations.

Channel-less activity history for associate users

Unified Communication & Collaboration
Employee productivity
Administrators can now grant associate users access to a unified activity history that includes SMS, email, voice, and other supported digital interactions. This update provides a consolidated view of activity outside of traditional queue workflows. To enable this feature, administrators must assign the new permission to the appropriate users.

Deprecation: Removal of Generic Webhooks integration for chat notification

Predictive Engagement
Deprecations
Genesys Cloud previously ended chat-based webhook integrations support for the following third-party systems:
  • Bitbucket
  • GitHub
  • Jenkins
  • JIRA
  • PageDuty
  • Pivotal Tracker
  • StatusPage
  • Trello
  • UserVoice
  • Zendesk
In a future release, Genesys Cloud will end support for the Generic Webhook Integration. Administrators will no longer be able install new instances of these integrations, existing instances of these integrations no longer work after the effective date, and Genesys will eventually remove these integrations from your organization. Customers must migrate from using webhooks integration for chat notification to Webhooks for Events integration in Genesys Cloud and send chat notifications using workflows.
Note: This feature list is subject to change.