Genesys Cloud – Features coming soon

Administrators can now choose whether to store authentication tokens in Persistent storage or Session storage. Persistent storage can reduce the number of times users are required to log in, such as after a browser refresh, while Session storage can potentially reduce the risk of unauthorized access to authentication tokens. This option allows organizations to choose the storage method that best meets their security and user experience requirements.

Genesys Cloud agents can now select the outbound caller ID used for non-ACD calls from a list of administrator-approved numbers. This gives agents more control over how their calls are presented and helps ensure the correct caller ID is used for different calling scenarios.

Administrators can now enable supported AppFoundry background noise suppression integrations in Genesys Cloud clients. These integrations reduce background noise during calls and help improve audio clarity for participants. Administrators can enable the integration by installing and activating the corresponding AppFoundry integration, with no additional configuration required.

Administrators and supervisors can now view and track engagement metrics for Instagram owned-page content in social listening. Previously, engagement information was available for X and Facebook. Users can view, filter, and sort Instagram posts and reels by likes, shares, comments, views, reposts, and saves as engagement information updates. Administrators can also use supported engagement metrics as criteria in social escalation rules to help prioritize content based on engagement levels.

Supervisors can now use Genesys Cloud Copilot to create, modify, and cancel scheduled callbacks by using natural language. Copilot reduces operational complexity by minimizing UI navigation and enables supervisors to respond more quickly to operational changes. Callback actions require user confirmation before they are completed.

Agents can now view AI-generated call summaries and suggested wrap-up codes directly in the existing Wrap Up window for voice calls in the ServiceNow Unified Experience. The Wrap Up window now prepopulates the notes and suggested wrap-up code when available, helping agents reduce manual after-call work. Agents can review, edit, or replace the AI-generated content before submitting it.

Genesys Cloud users can now control calls on their WebRTC softphone using physical buttons on supported Poly and Jabra headsets through WebHID integration. This enhancement eliminates the need for proprietary desktop applications, enabling features such as answer, end, mute, and manage calls directly from the headset in Chromium-based browsers. The update helps improve agent productivity and streamlines headset integration with Genesys Cloud.

Genesys Cloud now supports Canadian French (fr-CA) for the Agent, Supervisor, Admin, Performance/Analytics, Embeddable Framework, Mobile, and Desktop user interfaces, enabling organizations to provide a more localized user experience.

Administrators can now use the OAuth client credentials grant to authenticate Zendesk data actions. Previously, Zendesk data actions used API tokens for authentication. This update provides an authentication option for new Zendesk integrations and allows administrators to migrate existing integrations before Zendesk deactivates API tokens, helping to maintain data action functionality.

Administrators can now configure agentic virtual agent knowledge tools to generate answers directly from retrieved knowledge chunks using APT-2. Previously, the knowledge pipeline generated an answer with Venba and then used APT-2 to reformulate it. The new option bypasses these additional processing steps for supported Knowledge Fabric and chunk-indexed Knowledge V2 sources, helping to reduce response latency while keeping answers grounded in retrieved knowledge content.

Administrators can now configure Agent Copilot to dynamically filter knowledge content based on customer and interaction context available at runtime. Administrators can select existing Agent Copilot context attributes and map them to applicability metadata associated with knowledge content. During an interaction, Agent Copilot resolves the configured context values and passes them to Knowledge Fabric, which filters the eligible knowledge content before retrieval and answer generation. This capability reduces irrelevant search results and helps agents receive knowledge that is more applicable to the customer and interaction they are handling.

Genesys Cloud is extending the previously announced end-of-life date for existing integrations that load the Genesys Cloud login web app within an iframe from February 4, 2027, to September 27, 2027. New integrations that attempt to load the login web app in an iframe are already blocked. Existing integrations can continue to use iframe-based authentication during the extended transition period. By September 27, 2027, all application integrations must use pop-out authentication instead of loading the Genesys Cloud login web app in an iframe. This deprecation helps improve protection against clickjacking attacks.