Genesys Cloud release notes

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View current and past releases	Genesys Cloud release schedule
View Genesys Cloud’s next release	Features coming soon
View feature and platform updates and feature retirements	Announcements
View the Genesys Cloud developer forum	Genesys Cloud Developer Forum
View diagnostic logs	Troubleshoot using the Genesys Cloud Operational Console

Employee productivity

Multi contextual panels
Genesys Agent Copilot and Genesys Virtual Agent Turkish language support

Customer engagement

Mobile Messenger SDK content profile support
Time-based conditions in call rule sets
Mobile Messenger SDK partial WCAG 2.1 AA accessibility standards compliance

Data, analytics, and reporting

Program and Detected Category filters and columns in Content Search view

Open platform

Script selection from in the Workitem Panel in Panel Manager
CX Cloud from Genesys and Salesforce integration non-WebRTC phone support

Workforce engagement

Improved Genesys Cloud Background Assistant (GCBA) Installer

Deprecations

Deprecation: ACD Web Chat 2.0 (Rest API)
Deprecation: Agent Assist AI Experience tokens provisioning
Deprecation: Predictive Engagement support for ACD Web Chat 2.0

Employee productivity

Multi contextual panels
New email send permissions control

Customer engagement

Sort by priority in skills-based dialing for Preview campaigns
Send and receive media through X (formerly Twitter) channel

Data, analytics, and reporting

Group Ring column and filter in Interaction views

Open platform

Wrap-up code integration between Genesys Cloud and ServiceNow
On Demand log capture for agents

Workforce engagement

Export agent summary data as PDF or CSV

Employee productivity

Multi contextual panels
Configure chat message editing time limits

Customer engagement

Genesys Cloud Open Messaging supports custom social network connectors
Character counter in canned responses editor

Data, analytics, and reporting

View phrase usage in Topic Editor

Self service and automation

Introducing the Webhook for Events integration

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Quick replies, cards, and carousels for open messaging

Employee productivity

Multi contextual panels

Data, analytics, and reporting

Track and manage billing for Supervisor Copilot AI features
Improved event list organization for enhanced journey building
Event card editing and visualization in journey canvas

Open platform

Multi-org campaign management in CX Cloud from Genesys and Salesforce

Self service and automation

Enhanced recognition failure handling in Architect digital bot flows
BYOC Cloud TLS X.509 certificates

Workforce engagement

Shift trades across weeks within schedule to improve agent flexibility
Find Agent Search field in gamification profiles

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.