Genesys Cloud – December 2025
List of the Genesys Cloud release notes published in December 2025.
- Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes
Open platform
- Update to regional feature deployment schedule effective January 2026
- CX Cloud from Genesys and Salesforce integration cloud-based user settings
- Generative AI Text-to-Speech (TTS) integration
Customer engagement
- Mobile Messenger support for rich media cards and carousels
- Social listening and response for Google Business Profile channel
- 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
- Extended voice transcription services support for Serbian
- Improved native voice transcription accuracy for specific English dialects
- 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
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