New Features — June 2025

Genesys Cloud now sorts contact records based on priority for skills-based dialing in Preview campaigns. Agents receive high-value contacts first, regardless of skill group. This dynamic sorting enhances efficiency and predictability in campaign dialing, especially for time-sensitive outreach.

License:

• Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/about-outbound-dialing/

Agents can now send and receive images, videos, and GIFs through Direct Messaging and public posts on X (formerly Twitter). This ensures a richer and more consistent customer experience across social platforms.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, 4

Read more: https://help.mypurecloud.com/articles/channel-bot-and-touchpoint-capabilities-feature-comparison/

Supervisors can view and filter voice interactions with Group Ring alerts across multiple analytics views like Agent Interactions, Campaign Interactions, Queue Interactions, and more. This helps track alerts distributed to multiple agents.

License:

• All licenses

Read more: https://help.mypurecloud.com/articles/agents-interactions-detail-view/

Admins can hide the default “Send” button in email interactions and enable a custom one using scripts or widgets. This supports email content validation workflows before delivery, helping organizations comply with internal approval policies.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/reply-to-or-forward-an-email-message-interaction/

Agents using the Unified Experience with ServiceNow can select wrap-up codes from within the ServiceNow workspace. These wrap-up codes are automatically synced with Genesys Cloud, ensuring consistency and improving analytics.

License:

• Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/wrap-up-code-administration-for-unified-experience-from-genesys-integration/

Supervisors can export agent performance data from the Agent Summary page as a formatted PDF or CSV file. This allows quick sharing of performance metrics and facilitates offline review.

License:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX

Read more: https://help.mypurecloud.com/articles/agent-activity-insights/

Mobile Messenger now supports file sharing between users and agents, governed by configured content profiles. This gives organizations control over what file types can be exchanged.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, 4

Read more: https://help.mypurecloud.com/articles/mobile-messenger-feature-comparison-matrix/

Admins can define call rules based on specific times and time zones. This supports automation use cases like restricting outbound campaigns to local business hours and complying with regional regulations.

License:

• Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/add-a-rule/

Messenger SDK now includes key WCAG 2.1 AA compliance features: screen reader compatibility, improved color contrast, enlarged tap targets, and scalable text. This boosts usability for users with disabilities.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, 4

Read more: https://help.mypurecloud.com/

Analysts can now filter search results by “Program” and “Detected Category” in the Content Search view. These filters, along with new columns, help teams analyze interactions by specific initiatives or topics.

License:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3

Read more: https://help.mypurecloud.com/articles/content-search-view/

Genesys Agent Copilot and Virtual Agent now support Turkish (Turkey – tr-TR), enabling better language coverage for global organizations.

License:

• Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital, 4, AI Experience

Read more: https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/

Agents can now select scripts directly from the Workitem panel within Panel Manager. This allows faster access to relevant workflows and task instructions.

License:

• Work Automation Add-on

Read more: https://help.mypurecloud.com/articles/specify-default-panels-for-agent-interactions/

Agents using the Genesys Cloud CX Utility embedded in Salesforce can now choose between WebRTC and non-WebRTC phones (e.g., remote phones, SIP desk phones).

License:

• Communicate, Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/select-a-phone-in-genesys-cloud-cx-utility/

The GCBA installer now displays messages in local language and includes improved proxy configuration and input validation, improving setup reliability.

License:

• Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/about-genesys-cloud-background-assistant-gcba/

Genesys is deprecating Web Chat 2.0 REST APIs. Organizations using older widgets should migrate to Web Messaging to avoid service disruption.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/web-chat-to-web-messaging-migration-and-impact/

Provisioning Agent Assist using Genesys Cloud AI Experience tokens is no longer supported. Customers should migrate to Genesys Agent Copilot.

Read more: https://help.mypurecloud.com/articles/deprecation-and-end-of-sale-of-agent-assist-via-ai-tokens/

Support for Predictive Engagement in older Web Chat versions (1.1 and 2.0) is ending. Customers must migrate to web messaging.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/deprecation-predictive-engagement-support-for-acd-web-chat-version-2/

Admins can now configure the size of new and existing X integrations in Genesys Cloud for better UI control and branding flexibility.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, 4

Read more: https://help.mypurecloud.com/articles/configure-acd-messaging-for-x-formerly-twitter-direct-messaging/

Agents can now see the associated organization directly beneath the contact’s name in the Profile Panel. This improves context and reduces navigation time.

License:

• Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/explore-a-contacts-organization/

Genesys AI now analyzes interactions and identifies the reason behind customer sentiment (e.g., empathy, wait times, product issues), enabling deeper insights for coaching and analysis.

License:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, AI Experience, EX

Read more: https://help.mypurecloud.com/articles/work-with-a-voice-transcript/

New APIs allow tracking of how summaries are used: edited, copied, submitted, or rated. This helps supervisors assess Copilot adoption and effectiveness.

License:

• Genesys Cloud 1, 2, 2 Digital, 3, 3 Digital, 4, AI Experience

Read more: https://help.mypurecloud.com/articles/update-agents-engagement-for-the-summary/

Flow authors can now configure time slot pickers in Architect flows to let customers select appointment times during messaging interactions.

License:

• Genesys Cloud 1 Digital Add-on II, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/use-custom-timeslot-slot-types-in-a-bot-flow/

Genesys Cloud Social now supports Instagram for inbound and outbound messaging, along with routing, reporting, and analytics integration.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, 4

Read more: https://help.mypurecloud.com/articles/social-listening-topics/

Messenger now supports native time slot selection via Architect flows, improving user experience in appointment scheduling.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/about-web-messaging/

Genesys Cloud now retains selected libraries and filters when creating multiple canned responses, streamlining the admin experience.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/view-responses

Genesys Cloud introduces per-message metering for social DMs, revised SMS pricing, and committed usage discounts across select digital channels.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/sms-long-codes-inbound-outbound-rates/

The email configuration interface now features an improved layout and user experience without altering any underlying functionality.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/use-the-organizations-email-domain-name/

Genesys Cloud now provides quick summaries of interactions, including the reason for contact, resolution, and follow-up steps—generated by AI.

License:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, AI Experience

Read more: https://help.mypurecloud.com/articles/work-with-a-digital-transcript/

New metrics track agent and customer messaging response times, including turn times, time to first response, and message turn counts—giving supervisors deeper visibility into responsiveness.

License:

• All licenses

Read more: https://help.mypurecloud.com/articles/interactions-view/

The Genesys Cloud fax UI has been updated to align with modern design standards, improving responsiveness and future scalability. No functionality changes were made.

License:

• Genesys Cloud 1

Read more: https://help.mypurecloud.com/articles/about-faxes/

Supervisors can now automatically evaluate up to 50 interactions per agent per day using AI scoring, increasing coverage for coaching and performance monitoring.

License:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, 4

Read more: https://help.mypurecloud.com/articles/automated-scoring-options-in-evaluation-forms/

Admins can now create evaluation form questions that allow multiple correct responses. This improves flexibility and accuracy in agent evaluations.

License:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, 4, AI Experience, EX

Read more: https://help.mypurecloud.com/articles/create-and-publish-an-evaluation-form/

Genesys will no longer guarantee Genesys Cloud Background Assistant (GCBA) performance on Windows 10 after Microsoft support ends in October 2025. Upgrade to Windows 11 is recommended.

Read more: https://help.mypurecloud.com/articles/deprecation-windows-10-support-for-gcba/

Legacy endpoints for deleting WFM historical data have been replaced with bulk operation APIs for better performance and integration.

License:

• Genesys Cloud 1, 1 Digital Add-on II, 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX

Read more: https://help.mypurecloud.com/articles/deprecation-workforce-management-historical-data-import-delete-old-job-api-endpoints-and-replace-with-new-api-endpoints/

Genesys Cloud has refreshed the Groups admin UI with improved formatting, buttons, and tables for consistency and usability.

License:

• All licenses

Read more: https://help.mypurecloud.com/articles/about-groups/

Just like with Preview campaigns, contact records in Progressive dialing are now prioritized by value across skill groups—improving dialing efficiency.

License:

• Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/about-outbound-dialing/

Users can now filter workitems across multiple workbins and see null values in custom attributes, improving search precision.

License:

• Work Automation Add-on

Read more: https://help.mypurecloud.com/articles/work-with-list-view/

Admins can now enable/disable Last Agent Routing (LAR) for email and messaging channels and define routing behavior for non-queue members.

License:

• Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/last-agent-routing-overview/

Native transcription for Spanish now includes punctuation, capitalization, and digit normalization—making transcripts more readable and useful for quality management and analytics.

License:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, EX

Read more: https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/

Genesys now offers flattened conversation data streams via a Lakehouse feed to Amazon S3. This enables near real-time ingestion into tools like Snowflake or Redshift for deeper analytics.

License:

• Genesys Cloud 3, 4

Read more: https://help.mypurecloud.com/articles/about-views-and-dashboards/

Admins can tailor Agent Copilot summaries by configuring formatting, detail level, insights, and PII filtering. Supports English and Spanish (ES-US).

License:

• Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/customizable-summaries-overview/

Admins can now generate and export a report of all active Genesys Cloud Voice numbers—making it easier to track and manage voice assets.

License:

• All licenses

Read more: https://help.mypurecloud.com/articles/export-active-numbers/

Support for the Proof Key for Code Exchange (PKCE) OAuth 2 grant type enhances login security for public clients using CX Cloud and Salesforce integrations.

License:

• Communicate, Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/authorization/

Bot authors can now define how long the system waits between digit presses in DTMF input fields, improving accuracy for numeric inputs.

License:

• Genesys Cloud 1, 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital, 4, AI Experience

Read more: https://help.mypurecloud.com/articles/set-up-user-input-for-a-bot-flow/

Genesys Virtual Agent now supports Italian language interactions, broadening access for European markets.

License:

• Genesys Cloud AI Experience

Read more: https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/

AI Studio now includes “Guides” for building adaptable, conversational virtual agents using natural language—merging bot logic with agentic AI.

License:

• Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/guides-overview/

AI Studio is now the centralized interface for building, training, and managing Genesys AI experiences, replacing fragmented tools with a single workbench.

License:

• Genesys Cloud 1, 2, 3, 4

Read more: https://help.mypurecloud.com/articles/about-ai-studio/

Planners can now create long-term capacity plans for up to two years to forecast staffing needs and align hiring with demand.

License:

• Genesys Cloud 1 WEM Add-on II, 2 WEM Add-on I, 3, 3 Digital, EX

Read more: https://help.mypurecloud.com/articles/create-a-capacity-plan/

Genesys no longer hosts Mobile Messenger SDK localization files in Genesys-managed S3 buckets. Customers must upgrade to SDK version 1.13+ and manage localization independently.

License:

• Genesys Cloud 1 Digital Add-on II, 2, 2 Digital, 3, 3 Digital

Read more: https://help.mypurecloud.com/articles/deprecation-mobile-messenger-localization-file-storage-s3-bucket/

Remote Survivability support for BYOC Premises Edge is ending due to limitations in routing and IVR capabilities during outages. Customers should consider cloud-based resiliency alternatives.

License:

• All licenses

Read more: https://help.mypurecloud.com/articles/deprecation-byoc-premises-edge-remote-survivability/

Genesys will no longer support Predictive Engagement on Engage Hybrid deployments (on-premises, cloud, or multicloud). Customers must migrate to Genesys Cloud CX to retain functionality.

License:

• Genesys Cloud 1 Digital Add-on II, 1 WEM Add-on II, 2, 2 Digital, 2 WEM Add-on I, 3, 3 Digital, AI Experience

Read more: https://help.mypurecloud.com/articles/deprecation-genesys-predictive-engagement-on-genesys-engage-hybrid-solutions/