Genesys Cloud FedRAMP Region Release notes

Employee productivity

• Live character counter for ACW notes
• Favorites now listed in the User Directory
• Multi-language Agent Copilots

Account management

• Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

• Custom named time zones for contactable time sets
• Digital rule sets for outbound WhatsApp campaigns
• Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
• External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
• Architect digital bot flow list picker support in Singapore and Mexico regions
• Authentication support in Apple Messages for Business in Singapore and Mexico regions
• Apple Messages for Business forms in Singapore and Mexico regions
• Non-default content profile support for SMS
• Architect digital bot flow time picker support
• Control agent transfer capabilities via permissions
• Configure group ring settings
• Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions

Data, analytics, and reporting

• Export summary row chart in Analytics Performance views
• Web events available in Journey Management

Open platform

• Thai language support
• Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

• Enhanced confirmation controls in AI Guides
• Genesys Virtual Agent support for Portuguese and Swedish dialects
• Create flow outcomes and milestones natively in Architect

Open platform

• Update to regional feature deployment schedule effective January 2026

Customer engagement

• Messenger support for list picker
• Agent greetings for ACD voice
• No-cost digital user tracking
• Improved Messenger web tracking configuration
• Enhanced social media escalation to the agent desktop

Data, analytics, and reporting

• Set transcription dialects at the queue level for voice interactions
• Analytics agent status API routing status and presence data sort and filter

Employee productivity

• Answer incoming conversations directly from notifications
• Agent Copilot trigger events subscription
• Custom prompts in advanced summary configurations
• Agent-to-agent consult and warm transfer for messaging interactions

Workforce engagement

• Workforce management unavailable times flexible scheduling
• Updated built-in learning modules reflecting new navigation
• Increase the daily automated evaluation limit
• Manage agent auto-evaluation scoring rules through public APIs
• Dynamic user grouping with user management rules
• Workforce management business units increased route path capacity
• Improved workforce management scheduling constraints

Deprecations

• Deprecation: Genesys Cloud SSO certificate expiry

Account management

• Retrieve the OAuth client secret only at new client creation or secret generation

Employee productivity

• Streamlined navigation and information architecture update
• Live character counter for ACW notes
• Internationalized date formats in Genesys Tempo

Customer engagement

• Control agent transfer capabilities via permissions
• Inactivity handling for messaging interactions

Data, analytics, and reporting

• Topic miner support for Arabic dialects
• Topic miner support for Hindi dialect

Workforce engagement

• Screen recording now uses less system resources and bandwidth in multiple monitor and multiple concurrent interaction situations.
• Adherence widget available in the Activity view
• Automatic submission of completed AI evaluations

Deprecations

• Deprecation: External contacts merge endpoint and mergeOperation field in External Contacts API

Deprecations and announcements

• Deprecation: Administrator login using only user name and password

Employee productivity

• Streamlined navigation and information architecture update
• Mute individual Collaborate chat threads on iOS and Android
• Display checklists through Agent Copilot during interactions
• AI-generated answers for auto-suggested articles on Agent Copilot
• Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients
• Domain allow list for emails
• Genesys Agent Copilot, Virtual Agent, and Knowledge Czech and Hungarian language support
• Improved Agent Copilot and Virtual Agent Answer Highlight for English Dialects

Account management

• API responses no longer include OAuth client secret
• Genesys Tempo enabled by default with allowed IP addresses feature
• SAML assertion decryption support for single sign-on integrations

Customer engagement

• Customer first callback support in outbound campaigns
• Use custom SMTP servers for email campaigns and agentless email
• Group ID for subsequent participant segments in group call activity
• Support for authenticated web messaging in single customer view

Data, analytics, and reporting

• Analytics Conversation Detail Jobs API extended conversation data retrieval

Self service and automation

• Create AI Guides from uploaded process documents
• Voice processing prompt for Agentic Virtual Agents
• AI Guides model enhancements

Deprecations and announcements

• Deprecation: Token Implicit Grant for OAuth clients