Exploring the Latest Updates and Features in Genesys Cloud CX
September 2025
September brought a wave of powerful new capabilities to Genesys Cloud — from expanded AI insights and enhanced analytics to smarter automation and deeper integrations with Apple, and ServiceNow. These updates are designed to help you work smarter, stay compliant, and deliver seamless experiences across every customer touchpoint.
Account management
Web application firewall for public connections
Genesys Cloud now uses a web application firewall (WAF) for Genesys Cloud public internet connections. The WAF helps protect applications by detecting and logging common exploits and vulnerabilities in a centralised way. This enhancement supports compliance with the Payment Card Industry Data Security Standard (PCI DSS) 4.0 requirement and helps organisations improve the security of their public-facing services.
Licensing: All licenses include this feature.
Manage user hire dates with SCIM APIs
Developers can now set and update the hireDate field for user profiles in Genesys Cloud through the SCIM APIs. This enhancement allows organisations to synchronise employee hire dates from external systems, such as Active Directory, directly into Genesys Cloud. By supporting the standard SCIM user object extension, this feature helps improve data consistency across platforms and reduces the need for manual updates.
Licensing: All licenses include this feature.
Further Information: SCIM and Genesys Cloud field mappings.
Customer engagement
Messages and Media columns in Analytics Performance views
Supervisors and administrators can now use the Messages and Media columns in Analytics Performance views, including Agents Interactions Detail, Campaign Interactions Detail, Interactions, My Interactions, and Queues Interactions Detail. These columns display the total inbound and outbound counts for all message exchanges between end-customers and agents. This enhancement provides greater visibility into customer interactions across channels.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Interactions view, Agents Interactions Detail view, and Campaign Interactions Detail view.
Workitem appearance configuration
Administrators can now use schema display and custom panel options in work automation to control how workitems appear to agents. Administrators can adjust the order, size, and editability of form elements, select subsets of schema for display, and preview layouts from the agent’s perspective. This feature helps administrators design clearer, more efficient agent workflows while also simplifying setup for non-technical users.
Licensing: Work Automation Add-on.
Further Information: Define a worktype, View, modify, or delete a worktype, and Work with workitems..
Access audit events for external contacts via audit API
Administrators can now access audit events for external contacts asynchronously through the audit API. This enhancement generates detailed audit logs for create, update, and delete operations on external contacts, organisations, relationships, and notes. Each event records who performed the action, what action was performed, and when it occurred. These logs help administrators and system support teams maintain a clear record of changes, improve compliance, and strengthen accountability and security.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Outbound dialing additional rule conditions system disposition codes
Administrators can now use the String List attribute in Rule-Based Decisions. This update allows rule authors to group related string values into a list, which helps simplify decision table design, reduce duplication, and improve readability. With this enhancement, authors can create rules that handle multi-value matching and other complex conditions more efficiently. Flow authors can also pass list inputs into the Call Decision Table action, making it easier to design flexible and maintainable rules for real-world scenarios.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Add a rule.
File attachment support via URL for Architect digital bot flows
Flow authors can now configure digital bots in Architect to send file attachments using public URLs as part of the Communicate and Input actions. Bots can send images, audio, video, and documents such as Word, .pdf, PowerPoint, and Excel files through supported messaging channels. This enhancement helps organisations expand automation use cases, such as sending invoices, receipts, tickets, and product books, and reduces the need to transfer interactions to agents for sharing files. By enabling bots to send a broader range of attachments, businesses can improve efficiency, reduce costs, and provide a complete customer experience directly within digital channels.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Build customised output with the Communication Sequence Builder.
Introducing rule-based decisions
Administrators can now use rule-based decisions (RBD) in Genesys Cloud to define, store, test, and manage business rules for customer interactions. With rule schemas, decision tables, and a new Call Decision Table action in Architect, administrators can apply structured conditions and outcomes to routing logic for voice and digital interactions. This enhancement helps organisations maintain consistent decision-making, adapt quickly to changing business needs, and manage complex rules more efficiently through a centralised interface and APIs.
Note: This feature is available on a limited basis. Billing will begin on a future date. For more information, see Rules based decision pricing.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: About rule-based decisions, Rule-based decisions overview, and Rule-based decisions pricing.
API for phone numbers update in scheduled callbacks
Administrators can now use the PATCH /api/v2/conversations/callbacks API to update the phone number on an existing scheduled callback identified by conversationId. The new optional callbackNumbers (string array) parameter makes it possible to adjust scheduled callbacks when a contact’s phone number changes. Previously, administrators had to cancel and recreate a callback if the number was updated after scheduling. With this enhancement, callbacks can be updated directly, which helps reduce manual work and helps improve callback accuracy in dynamic environments where contact information changes frequently.
Licensing: All licenses include this feature.
Further Information: About callbacks.
Inbound messaging channel routing support in Apple Messages for Business
Administrators and contact centre managers can now enable the Apple Messages for Business integration to route inbound customer messages directly into Genesys Cloud. With this release, Apple Messages for Business becomes a native digital channel in Genesys Cloud, allowing organisations to manage conversations from Apple’s ecosystem alongside other digital channels. This feature provides customers with access to rich conversational elements and unique entry points supported by Apple, while giving administrators the ability to manage and monitor interactions through standard Genesys Cloud tools.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Configure ACD for Apple integrations, Channel, bot, and touchpoint capabilities feature comparison, and Genesys Cloud tokens-based pricing model.
Authentication support in Apple Messages for Business
Flow authors can now configure authentication in Architect digital bot flows for the Apple Messages for Business channel. This feature allows customers to authenticate using OAuth2, enabling bot authors to verify identity, provide personalised support, and perform actions restricted to authenticated users. Authentication messages can be added directly to flows, giving administrators the ability to design secure, customer-specific experiences. This update also helps protect customer privacy by preventing personally identifiable information (PII) from appearing in agent transcripts.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Configure ACD for Apple integrations, and Ask to Authenticate action.
External Contacts identity resolution support for Apple Messages for Business
Administrators can now enable identity resolution and customer journey support for Apple Messages for Business, allowing agents and administrators to manage Apple messages in the same way as other social channels. Apple messages now appear in the External Contacts management interface, the agent’s profile panel, and the customer journey view. This feature helps agents associate Apple Messages for Business interactions with new or existing contacts and view past interactions to provide better context and continuity.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Single customer view overview, Identity Resolution by divisions, and View an interaction’s customer journey.
Architect digital bot flows and Apple Messages for Business support
Flow authors can now send iMessage apps to customers from Architect digital bot flows, allowing customers with eligible Apple devices to interact with these apps when they use the Apple Messages for Business channel. This update introduces iMessage Apps as a message type in Genesys Cloud, defines how these messages appear in transcripts, and provides bot authors with a way to include iMessage application components in their flows. As a result, iOS users gain access to more interactive experiences during Apple Messages for Business conversations, which helps improve engagement and the overall quality of interactions.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Configure ACD for Apple integrations, and Send Application action.
Configure up to 100 OpenID integrations for authenticated web messaging
Genesys Cloud increased the limit for OpenID integrations in authenticated web messaging from 20 to 100. This enhancement supports organisations that serve multiple clients with distinct authentication systems, helping them scale more effectively while maintaining secure and tailored messaging experiences.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Voice note support for WhatsApp conversations
Agents can now enable playback, recording, and download of voice notes (voice messages) in WhatsApp conversations. With the .ogg file type included in a WhatsApp integration’s Supported Content Profile, agents can record and send outbound voice notes directly from their desktop, while also playing, pausing, and downloading inbound messages. This helps agents provide faster, more natural, and more personalised interactions with customers, including those who prefer voice communication. Supervisors can download voice notes as part of interaction recordings. Administrators can also view the number of inbound and outbound voice messages in analytics views, including Agents Interactions Detail, Agents Queues Detail, Campaign Interactions Detail, Interactions, Message Queue Performance Detail, Message Queue Performance Summary, Message Agent Performance Detail, Message Agent Performance Summary, My Interactions, Queues Interactions Detail, Queues Performance Detail, and Queues Performance Summary.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Manage supported content profiles, Accept and respond to a message interaction, and Work with message interactions.
Outbound voice events publish directly to AWS EventBridge
Administrators can now publish outbound voice processing events directly to AWS EventBridge. This feature allows real-time pre- and post-call events to flow into AWS services such as Lambda, Step Functions, or S3 without the need for more connectors. The ability to publish directly to AWS EventBridge helps reduce integration complexity and gives organisations more flexibility to align outbound campaigns with their existing AWS automation and analytics workflows.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Apple Pay support for Apple Messages for Business
Flow authors can now configure payment requests in Architect digital bot flows, enabling customers to complete transactions with Apple Pay when interacting through the Apple Messages for Business channel. This feature introduces Apple Pay as a new message type. Administrators can link an Apple Pay merchant account to their organisation’s Apple Messages integration, and bot authors can send payment request messages as part of customer interactions. These enhancements allow customers to make secure purchases of goods and services directly within the conversation.
Note: This feature is available on a limited basis. Genesys will not charge your organisation for the use of this feature until October 27, 2025.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Configure ACD for Apple integrations, and Ask for Payment action.
Architect digital bot flow list picker support
Flow authors can now add custom list pickers in Architect digital bot flows, allowing them to present customers with interactive lists during Apple Messages for Business interactions. When multi-select is enabled, customers can choose multiple values from the list. This feature introduces list picker as a new message type in Genesys Cloud. Bot authors can configure list picker messages as part of their flows, giving Apple users an easier way to make selections and improving the overall chat experience.
Note: This feature is available on a limited basis. Genesys will not charge your organisation for the use of this feature until October 27, 2025.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Ask for Slot action, Work with list pickers in bot conversations, and Configure ACD for Apple integrations.
Set time- and duration-based conditions in campaign rules
Administrators can now create campaign rules that evaluate time, date, or duration conditions in addition to performance metrics. This enhancement makes it possible to automate campaign actions, such as pausing a campaign, switching dialing modes, or limiting activity to certain hours, based on when the rule is evaluated. Previously, campaign rules focused only on performance-related conditions. With this update, administrators can define rules that use time-of-day ranges, days of the week, or specific date windows, with full timezone awareness. This feature helps improve compliance with regional dialing regulations, align campaign activity with business requirements, and reduce the need for manual oversight.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Create campaign rules.
Administrators can now bring their own SMS SMPP provider
Administrators can now use the Bring Your Own (BYO) SMS feature to integrate existing SMPP accounts and SMS numbers in Genesys Cloud. This feature allows organisations to use their preferred SMS carrier, broker, or aggregator while continuing to manage SMS interactions within Genesys Cloud. With this update, administrators can configure external SMS providers, validate SMS-enabled numbers, and assign them for outbound queues, inbound flows, or agentless notifications. This feature provides greater flexibility for organisations that want to use existing vendor relationships, consolidate messaging partners, or reach markets not directly supported by Genesys Cloud.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: Configure BYO SMS for SMPP.
Idle agent count for conditional group activation or deactivation
Administrators can now configure conditional group activation (CGA) rules to evaluate queue health using the idle agent KPI. When the number of idle agents in a queue meets the defined threshold, the system can automatically make more agent groups available or remove them as needed. This update helps shift workforce resources dynamically to maintain service levels and improve efficiency without manual intervention.
Licensing: All licenses include this feature.
Further Information: Create and configure queues, and Conditional Group Activation overview.
Expired callback queue reassignment
Administrators can now configure agent-owned callbacks to return to the original queue when the ownership period expires. This option is available in Queue Settings > Callback > Agent First > Agent Ownership > Assign to queue on ownership expiration. With this update, callbacks are reassigned to the queue so another qualified agent can fulfill them, helping reduce the risk of missed customer contacts. As part of this release, the maximum Take Ownership period for callbacks also increases from 7 days to 30 days, giving administrators greater flexibility in callback management.
Licensing: All licenses include this feature.
Further Information: Create and configure queues, and Schedule callbacks during a voice interaction.
Data, Analytics and Reporting
Category aggregate data in analytics metrics
Genesys Cloud now enhances the /api/v2/analytics/transcripts/aggregates/query endpoint to allow supervisors and analysts to filter results by category ID. This enhancement provides more precise and targeted analytics based on user-defined categories. With this enhancement, supervisors and analysts gain greater flexibility and granularity when analysing customer interactions, unlocking deeper insights through speech and text analytics.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.
Further Information: Topic Trends Summary view, Agent Topics Summary view, and Flow Topics Summary view.
Trigger process automation based on topics, sentiment, or empathy
Administrators can now configure process automation to trigger workflows based on speech and text analytics results, including specific topics, sentiment scores, or empathy indicators. This enhancement helps organisations take timely action after calls, such as initiating alerts or follow-up processes when certain conditions are detected in a conversation.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: About triggers, and About speech and text analytics.
Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
Genesys Virtual Supervisor and Copilot now supports AI summaries and and AI insights in Arabic United Arab Emirates (ar-AE, ar-001, ar-IL, ar-BH, ar-EG, ar-TN, ar-SA), Dutch Netherlands, (nl-NL), French Canada (fr-CA), French France (fr-FR), German Germany (de-DE), German Switzerland (de-CH), Hindi India (hi-IN), Japanese Japan (jp-JP), Korean Korea (ko-KR), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT) languages.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX.
Further Information: Genesys Cloud supported languages.
Journey management Knowledge and Virtual Agent events
Administrators can now add knowledge-related events and updated Virtual Agent events to Journey Management analysis. These events appear on the canvas alongside other journey events, making it easier for analysts to evaluate knowledge usage and Virtual Agent performance in the context of the full customer journey. This enhancement helps analysts identify friction points, measure the impact of AI initiatives, and improve knowledge content and engagement strategies.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: About Journey Management.
Custom calculations in performance views
Administrators and supervisors can now create custom formulas and column headers in performance views. They can use any available column in the relevant view to calculate business-specific metrics. Users with the required permissions can share these custom formulas and column headers with other users and teams to provide a tailored reporting experience. Administrators and supervisors can also manage custom calculations in use within the organisation through a dedicated interface. This feature helps organisations track metrics that better reflect their unique business needs, beyond the standard calculations provided by default.
Licensing: All licenses include this feature.
Further Information: Custom Calculations overview, Configure contact centre analytics options, and Add a custom column.
AI summaries for the agent side of a conversation
Administrators can now enable AI-generated summaries that highlight the specific actions taken by each human and virtual agent in a conversation. This feature helps business analysts quickly understand agent contributions, perform root cause analysis, and identify opportunities to improve products, services, processes, and training.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud AI Experience, or Genesys Cloud EX.
Further Information: Work with a digital transcript, and Work with a voice transcript.
Enhanced longest waiting and longest interacting metrics
Genesys Cloud now calculates the Longest Waiting and Longest Interacting metrics natively in the analytics backend. These metrics provide a more efficient way to monitor multiple queues simultaneously. With this update, administrators can track the longest waiting conversation in each queue directly as a native data point, helping improve performance and visibility in queue monitoring.
Licensing: All licenses include this feature.
Further Information: Queues Activity Summary view, and My Queues Activity view.
Duplicate an event card in Journey Management
Administrators can now duplicate an existing event card on the journey canvas. This feature helps analysts save time by recreating events that are similar to existing ones without starting from scratch. When duplicating a card, all filters and attribute selections from the original event are retained, making it easier to test variations or reuse event structures in different parts of the analysis.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Create a new journey visualisation with Journey Management.
Review transcripts faster in interaction details
Administrators can now benefit from faster transcript loading when reviewing voice interactions in the Interaction Details page. The transcript now loads independently of the recording, which means supervisors can begin reviewing conversation details sooner (even while more data continues to load in the background). This improvement helps reduce waiting time, especially when reviewing many short calls, and supports supervisors in completing reviews more quickly and efficiently. By decoupling transcript and recording data, the system improves the overall experience of navigating and evaluating multiple interactions.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 4, or Genesys Cloud EX.
Administrators can now search content from HTML emails
Genesys Cloud now allows users to search for words and phrases across both the subject and body of an email in HTML format, making it easier to locate relevant interactions. Previously, content search focused on limited fields and did not extract the full body of HTML emails. By indexing this content, the feature helps improve search accuracy and efficiency for all email format types.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Topic miner Korean and Japanese language support
Topic miner is now available in Korea Korean (ko-KR) and Japan Japanese (ja-JP). This feature enables administrators and analysts to mine for topics in this dialect across all media types in order to gain insights into emerging topics.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Genesys Cloud supported languages.
Native voice transcription for core dialects
Genesys removed the Extended Voice Transcription Service (EVTS) option as a transcription option for core dialects in speech and text analytics programs. Administrators can now only select the native transcription engine for English Australia (en-AU), English Great Britain (en-GB), English United States (en-US), and Spanish United States (es-US) dialects. Existing programs configured to use EVTS for those dialects are unaffected and will continue to use EVTS. However, if an administrator changes an existing program from EVTS to native transcription for a core dialect, then EVTS is no longer available. Using native voice transcription for the most common dialects provides the most cost-effective solution while retaining high transcription accuracy. Organisations can still use EVTS for non-core dialects.
Licensing: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Genesys Cloud supported languages.
Employee Productivity
Links to Genesys Cloud group chat room video sessions
Genesys Cloud users can now create links to video sessions within Genesys Cloud group chat rooms. Also, users can share these links with other users or include them in calendar invites, making it easy to join video meetings directly from Genesys Cloud. When users click the link, for example, from Outlook, the web application starts. Future enhancements include support for launching the native desktop application.
Licensing: Collaborate.
Further Information: Start a video chat.
Auto-assign Agent Copilot to licensed queue members
Administrators can now enable auto-assignment for Agent Copilot and Agent Assist on queues. When auto-assignment is turned on, the system automatically assigns Agent Copilot to both new and existing queue members who hold an Agent Copilot license. This update helps reduce administrative work by removing the need for manual assignment each time an eligible agent joins a queue with Agent Copilot enabled. It also helps ensure that agents are consistently matched with Agent Copilot where applicable, improving efficiency and setup time.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Configure queues for Genesys Agent Copilot.
Summary engagement insights on the Agent Copilot dashboard
Administrators can now access a new section on the Agent Copilot Insight Dashboard that reports how agents engage with AI-generated summaries. The dashboard provides metrics on the number of summaries presented, edited, submitted, and rated with feedback. This update helps supervisors better understand how agents use AI-generated summaries and predicted wrap-up codes, making it easier to evaluate their effectiveness and identify where the feature adds value to daily workflows.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Genesys Agent Copilot performance dashboard.
Open platform
Unified Experience from Genesys and ServiceNow Agent Copilot support
The Unified Experience from Genesys and ServiceNow now supports AI-powered assistance via the Agent Copilot component embedded directly within the ServiceNow workspace. With the Agent Copilot component, agents can access real-time guidance such as knowledge articles and suggestions, which simplifies tasks during live interactions and improves the overall customer experience. Agent Copilot enhances agent efficiency and reduces workload by delivering relevant information, automating processes, and improving conversation management in real time.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX AI Experience.
Further Information: Add Genesys Cloud Embeddable Components in ServiceNow, and Use Genesys Cloud components in ServiceNow.
Genesys Cloud Voice in Japan, Seoul, and Osaka regions
Genesys Cloud Voice is now available in the Asia Pacific regions of Tokyo, Seoul, and Osaka. Organisations in these regions can purchase Direct Inward Dialing (DID) and toll-free numbers from the United States, Canada, Latin America, Asia Pacific, and Europe. Customers in these regions can also use Genesys Cloud Voice for telecom services such as number purchasing and porting.
Licensing: All licenses include this feature.
Further Information: Genesys Cloud Voice pricing, and AWS regions for Genesys Cloud Voice.
Audio Connector integration in Architect secure call flows
Flow authors can now use the Call Audio Connector action in Architect secure call flows. This feature enables bi-directional streaming of secure conversations to a third-party bot, providing more flexibility when designing secure interactions. Previously, the Call Audio Connector action was only available in call flows and in-queue flows. By extending support to secure call flows, this feature helps bot designers handle conversations that contain sensitive information while maintaining security requirements.
Licensing: All licenses include this feature.
Further Information: Call Audio Connector action.
Updated Genesys Cloud desktop app icons
Agents can now see the updated Genesys Cloud logo on the desktop app launch icon and in all places where the logo is displayed. This change aligns the application with current Genesys corporate branding and helps maintain brand consistency across the product experience.
Licensing: All licenses include this feature.
Unified Experience from Genesys and ServiceNow phone book support
Agents can now use the phone book in the Unified Experience from Genesys and ServiceNow workspace to place calls directly to Genesys users, queues, external contacts, and ServiceNow contacts. This enhancement allows agent to search by name, phone number, or queue and quickly select from relevant results, streamlining the workflow for calling customers and other contacts for more efficient operations.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Call controls in the ServiceNow UI workspace.
Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support
Agents who use both voice and digital capabilities for Unified Experience from Genesys and ServiceNow can now use Genesys Cloud Background Assistant (GCBA) on Windows 10 and 11 operating systems for screen recording. With GCBA, agents can pause and resume recordings when collecting sensitive information and record screens during calls to support compliance, documentation, and training needs. Administrators can install GCBA independently from the integration installations. This feature enables screen recording capabilities to send appropriate signaling to authenticate the application and to track the user conversation life.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: Can I record an agent’s screen when they handle interactions in ServiceNow using Unified Experience from Genesys and ServiceNow?, and Secure pause and resume call recordings in ServiceNow.
Self service and automation
Transcription and storage of caller’s final voice input
Administrators can now ensure that a caller’s final words are transcribed and stored even if the call disconnects before the system finishes processing. This improvement applies to voice surveys, bot flows, and virtual agents. Previously, if a caller spoke and then disconnected (by hanging up or due to a telephony error), the partial audio was discarded unless it was fully processed. With this update, the system saves that final input, helping surveys capture complete feedback and reducing the chance of missing valuable caller comments.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 4, or Genesys Cloud AI Experience.
Further Information: About bots, About surveys, and About Genesys Virtual Agent.
Content-based search for knowledge base articles in Norwegian, Danish and Finnish
Administrators can now allow users to search the content of Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO) knowledge base articles, rather than just article titles. Content searches are case-insensitive where applicable and improve the search experience across multiple languages. This enhancement makes it easier for knowledge authors to manage multilingual content and helps ensure that users find relevant articles more efficiently.
Licensing: Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud AI Experience.
Further Information: Knowledge base content search overview.
Swiss German language support in Architect
Core IVR prompt and system audio file support in Architect is now available for Swiss German (de-CH) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4.
Further Information: Genesys Cloud supported languages.
Workforce engagement
Configure GCBA with Microsoft Edge native messaging
Administrators can now configure Genesys Cloud Background Assistant (GCBA) to communicate with the Genesys Cloud web application through Microsoft Native Messaging enabled by a Microsoft Edge browser extension. This option helps organisations meet regulatory security requirements by reducing the need to use self-signed certificates and provides a secure method for capturing agent screen recordings.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: What internal communication setup option can I use for GCBA?, Deploy Genesys Cloud Background Assistant (GCBA).
Workforce Management (WFM) support for ACD routed workitems
Workforce Management (WFM) now fully supports ACD-routed workitems, giving workforce managers better visibility into workitem volumes and staffing needs. Administrators and supervisors can create forecasts, capacity plans, and schedules for ACD-routed workitems just as they do for voice and digital interactions. They gain deeper insight into agent workloads and performance across all interaction types. With this expanded capability, administrators and supervisors can optimize staffing and resource allocation to improve operational efficiency.
Licensing: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.
Further Information: About workforce management, Workforce Management support for ACD routed Workitems, and Work with forecasts.
Default answers for evaluation forms
Administrators can now configure evaluation forms so that questions start with either the lowest scoring option or a specific default answer. Setting the lowest scoring option by default helps evaluators begin from a conservative baseline, which reduces inflated scoring and improves consistency across large-scale evaluations. Setting a specific default answer for targeted questions helps reduce repetitive clicks and saves time where common responses are expected. These options give administrators more control over how evaluators begin form completion, helping to streamline workflows and support stricter QA standards.
Licensing: Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: Create and publish an evaluation form.
Enhancements to visual components in the interaction details page
Genesys Cloud enhanced visual elements on the interaction details page to provide a modernised and polished user experience across Genesys Cloud. These updates provide a more consistent and engaging layout, making it easier to review and act on interaction details. This approach preserves the functionality of the previous components, allowing users to continue working with the familiar interface while benefiting from the improved design. Existing functionality remains unchanged.
Licensing: Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4.
Further Information: View an interaction’s Details tab, and View a screen recording.
Deprecations
Deprecation: agent assistance
On January 31, 2026, Genesys Cloud will deprecate and remove the agent assistance chat room from the UI.
Further Information: Deprecation: Agent assistance.
