Genesys Cloud – July 27, 2026
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 Genesys Cloud release schedule.
Customizable inactivity timeout for organizations with the HIPAA setting enabled
Administrators in organizations with the HIPAA setting enabled can now modify the inactivity timeout period. This change allows administrators to configure a longer or shorter inactivity timeout to better support organizational workflows. Organizations remain responsible for ensuring that any changes to HIPAA-associated features comply with all applicable regulations, including HIPAA.
Add login hint to OAuth client URLs
Client applications can now include the organization name and login email address as parameters in the Genesys Cloud authorization URL. This enhancement allows applications to pre-populate these values during authentication, helping direct users to the correct organization and streamlining the login process by requiring only a password for native Genesys Cloud logins.
Assign divisions to ACD skills
Administrators can now assign ACD skills to divisions. This feature enables organizations to control access to skills based on division, helping ensure that only users with appropriate division access can view, search for, edit, or manage them. This enhancement helps align skill visibility with organizational structure and access control requirements.
Expanded Alphanumeric Sender ID Support
Administrators can now provision alphanumeric Sender IDs for outbound SMS messaging in Italy and Japan. This release also adds support for protected alphanumeric Sender IDs in the United Kingdom and France.
Expanded External Contacts export support
Administrators can now export External Contacts data in CSV format, including custom fields, multiple external identifiers, multiple external sources, and lifecycle timestamps. The contact export continues to include associated External Organization fields. Administrators can also export External Organizations, relationships, and notes as separate CSV files. This enhancement also introduces filtering by external source, creation and modification timestamps, division, and schema or type to help target specific datasets for migrations, analytics, integrations, governance, and data cleanup workflows.
Journey Management data export for BI tools
Business administrators and analysts can now export calculated Journey View data from Journey Management as schema-stable CSV files. The export includes Metadata, Elements, Transitions, and Charts, enabling users to analyze journey data in external business intelligence (BI) tools such as Power BI, Tableau, and Looker while preserving the same journey structure and metrics displayed in Journey Management.
Copilot AI agent configuration in AI Studio
Administrators can now use AI Studio to configure which AI agents are available through Genesys Cloud Copilot. Administrators can enable or disable AI agents, assign Cloud Copilot at the organization level, and review audit logs that record configuration changes. These capabilities help organizations tailor Copilot to different users while maintaining administrative control and auditability.
Manual wrap-up codes for digital messaging in ServiceNow Unified Experience
Agents can now apply manual wrap-up codes to digital messaging interactions within the ServiceNow Unified Experience integration. This capability supports web messaging, SMS, and social messaging interactions across ServiceNow CSM, ITSM, and HRSD workspaces. Manual wrap-up codes help provide a consistent post-interaction experience and support reporting and analytics across interaction types.
Multiple concurrent Genesys applications per user
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active. This feature requires Edge version 38870 or greater.
Enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice
Genesys Cloud now supports enhanced multiparty voice call capabilities in CX Cloud with Salesforce Voice, giving agents and users more flexibility when managing consultations and conference calls. With this enhancement, users can now privately consult with another participant before adding them to a multiparty call. In addition, any agent participating in the call can add users to the conference, not only the agent who initiated the call. This update also enables users who are not using Salesforce Voice to participate in conference calls and allows conference calls initiated outside of Salesforce Voice to include Salesforce Voice agents.
Data Actions support for Google Cloud Run Functions (v2)
Administrators can now configure a Google Cloud Run Functions (v2) integration for Data Actions. This enhancement enables Data Actions to invoke authenticated Cloud Run Functions using Google service account credentials, allowing customers to integrate with Google's current serverless functions platform while continuing to use existing Cloud Functions (v1) integrations.
Customize virtual agent interaction summaries
Administrators can now customize how virtual agent interaction summaries are generated. Administrators can configure the level of detail, formatting, how agents and customers are referenced, and how personally identifiable information (PII) is handled in summaries. These configurations apply across Agent Copilot, Virtual Agent, and Supervisor Copilot to better align summaries with organizational preferences.
Import decision metrics for workforce management
Workforce management administrators can now import and export decision metric performance and tiebreak values for use in automated allocation and approval processes. Administrators can upload or download CSV files containing agent values, eliminating the need to use REST APIs to import or update decision metrics.
Time-based filtering for opportunities and enrollments
Schedulers can now filter Opportunities and Enrollments by time as well as date. This enhancement enables users to narrow results to a specific time range, making it easier to find relevant records in high-volume environments.
Deprecation: BYOC Premises - Genesys Hardware Solution end of life
On June 1, 2027, Genesys will no longer support the BYOC Premises - Genesys Hardware Solution. After this date, existing deployments become inoperative on the platform and new deployments are no longer supported. Genesys recommends transitioning to BYOC Cloud, Genesys Cloud Voice, or, for organizations that require a premises deployment, BYOC Premises - Customer Hardware Solution. Customers can use the Genesys Cloud Hybrid Media Solution to transition from a premises to a cloud media telephony connection.
Deprecation: Genesys Predictive Engagement (GPE) Tracking SDKv1
Genesys Cloud has deprecated GPE Tracking SDK v1, which was available through the legacy GPE tracking snippet, along with the Tracking Settings under Predictive Engagement that controlled this legacy tracking behavior. Customers should migrate to Messenger and use digital user tracking to maintain event tracking, real-time customer journeys, and compatibility with web messaging offers and content offers.
Note:
- Genesys Cloud enables features for release starting on Tuesday and completing by the end of the day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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