New Features — August 2026

• 1. Attribute-Based Access Control for Genesys Cloud

  1. Attribute-Based Access Control for Genesys Cloud Security teams can lock Genesys Cloud access to conditions like IP range or time of day through ABAC policies—and migrate existing Allowed IP Addresses rules into the same framework. One place to govern who reaches the platform and when, instead of scattered network exceptions. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/356002

• 2. Copilot for Work Automation

  Describe worktypes and schemas in plain language and Copilot builds or updates them—plus AI agents can spawn workitems at runtime. Work automation design moves out of form-heavy admin screens and into conversational setup, with less back-and-forth between business owners and integrators. Licenses:

  • Genesys Cloud CX AI Experience

  • Work Automation Add-on

• 3. Architect Native Actions Expansion

  Voice, message, and email flows gain built-in actions to pull active customer intents, patch external contact records (including custom fields), and create, read, or update conversation attributes—no custom data actions required. Flow authors keep profiles and context current mid-conversation for sharper routing and personalization. Licenses:

  • 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

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/410798

• 4. Dynamic Template Selection for Outbound Digital Campaigns

  One outbound email, SMS, or WhatsApp campaign can pick the right approved template at send time from a contact-list column—language, offer type, or any mapped field. Fewer near-duplicate campaigns and less rule spaghetti when content varies row by row. Licenses:

  • 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

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/368695

• 5. Canned Responses with File Attachments

  Pre-built responses can ship with documents, PDFs, images, or videos attached—agents insert text and files in one step during digital chats. No more hunting for the right asset and attaching it manually on every thread. Licenses:

  • 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

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/265271

• 6. Division-Aware Canned Response Libraries

  Permissions can limit which canned-response libraries each division sees—supervisors expose only what their team needs. Agents scroll fewer irrelevant snippets when dozens of libraries exist org-wide. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/179262

• 7. Nordic Sensitive Data Masking

  PCI-style redaction now covers Danish, Finnish, Norwegian, and Swedish on both voice and messaging transcripts. Nordic operations can run full transcription and analytics while keeping PII and card data out of stored text. Licenses:

  • Genesys Cloud CX 1 WEM Add-on II

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/67963

• 8. Dashboard Ownership Transfer

  When an analyst or supervisor leaves, admins reassign Performance dashboard ownership one at a time or in bulk—with limit checks and email confirmation to old and new owners. Shared reporting stays accessible instead of orphaned behind a departed user. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/426360

• 9. Topic Reprocessing for Historical Interactions

  After you add or revise Speech and Text Analytics topics, rerun past interactions through the UI or API so old conversations pick up the new definitions. Reporting and quality programs stay aligned with current topic logic without losing historical coverage. Licenses:

  • Genesys Cloud CX 1 WEM Add-on II

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud EX

  Read More: https://help.genesys.cloud/388133

• 10. Updated Knowledge AI Models

  Knowledge Fabric answer generation and highlighting in Copilot and virtual agents move to refreshed AI models tuned for regional availability. Better-grounded answers roll out without reconfiguring knowledge sources or touchpoints. Licenses:

  • 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

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/415104

• 11. Latest Agentic Virtual Agent Model Upgrade

  AVA authors preview a new agent model in AI Studio before flipping production—gaining conversational quality plus Swiss German, Hebrew, and Thai where validated. A 30-day window after GA to complete the switch; after October 1, 2026, the prior model is retired. Licenses:

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/425106

• 12. Deepgram Flux and Nova ASR for Virtual Agents

  Virtual agents can run on Deepgram Flux or Nova speech recognition—stronger end-of-utterance detection and noise handling, fewer cut-offs when callers pause or background sound is loud. Pick the model per bot in Architect STT settings. Licenses:

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/281175

• 13. Agentless Outbound Web and Mobile Notifications

  Proactive messages—appointment reminders, shipment updates, account alerts—can reach web and mobile Messenger threads without an agent online. Trigger from Architect, data actions, or API to deflect status-check contacts before they hit the queue. Licenses:

  • 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

  Read More: https://help.genesys.cloud/425895

• 14. AI Summaries for Linked Case Interactions

  Case Details surfaces AI-generated summaries for every interaction tied to a case—supervisors and case managers grasp context without opening full recordings or transcripts. Faster triage on multi-touch issues spanning voice, chat, and email. Licenses:

  • Genesys Cloud CX 1

  • 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

  • Genesys Cloud AI Experience

  Read More: https://help.genesys.cloud/427834

• 15. Centralized Case Management View

  Supervisors and case managers get one workspace to search, browse, and act on open and closed cases—view details, update fields, or terminate without jumping between tools. Workload visibility improves when cases span agents and channels. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/427834

• 16. Outbound Contact List Retention Policies

  Set expiry windows on outbound contact lists and individual records—Genesys purges stale data automatically while active campaign rows stay protected. Less manual list hygiene and clearer alignment with data-retention policies. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/428422

• 17. ServiceNow Incident and HR Case Routing

  Unified Experience now routes ServiceNow ITSM incidents and HRSD HR cases—not just CSM cases—as Genesys workitems. One routing and reporting fabric for IT, HR, and customer service records inside ServiceNow workspaces. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/428692

• 18. Analytics Dashboard Dark and Light Mode

  Supervisors pick dark or light theme for Performance dashboards they own, public boards, and shared views—personal preference without rebuilding widgets. Easier on the eyes during long monitoring shifts or bright NOC walls. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/186214

• 19. AVA LAM Performance Dashboard

  Large Action Model agentic virtual agents get a dedicated performance view—volume, error rates, top failing tools, cost, and latency trends in one summary. Builders spot regressions in complex AVA flows before customers feel them. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/425108

• 20. Public APIs for Agentic Virtual Agent Management

  Developers create, update, publish, and delete AVA configs through documented public APIs—structured schemas instead of opaque JSON blobs. CI/CD pipelines, tenant migrations, and bulk provisioning become scriptable. Licenses:

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/427881

• 21. Universal Logout Across Linked Clients

  Enable org-wide Universal Logout and signing out of one Genesys client ends sessions everywhere—CRM embeds, browser, desktop. Users stop hunting for stray logged-in tabs; applies to explicit logout only, not inactivity timeouts. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/425702

• 22. Third-Party Application Responses in Agent Copilot

  Copilot triggers external apps, receives formatted results through the Notifications API, and shows titles, links, and body text in-panel—agents paste into the conversation when needed. CRM, ticketing, and bespoke tools sit beside knowledge without leaving the interaction. Licenses:

  • 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

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/425385

• 23. Agent Copilot Performance Dashboard Enhancements

  Filter the Copilot performance dashboard by specific Copilot or queue, and track new metrics—answer generation counts and After Call Work summary timing. Supervisors see which deployments drive value and where wrap-up AI slows agents down. Licenses:

  • 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

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/369663

• 24. Mobile Messenger Names and Avatars

  Configure display names and avatars for agents and bots in Mobile Messenger so customers know who—or what—they are talking to. Unconfigured profiles fall back to initials or default icons instead of anonymous bubbles. Licenses:

  • 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

  Read More: https://help.genesys.cloud/332285

• 25. Social Listening Profile Enhancements

  Social listening surfaces Google Business Profile star ratings, follower counts, and verified badges in posts, filters, transcripts, and the agent desktop—and escalation rules can key off those signals. High-impact public feedback rises above the noise without leaving Genesys. Licenses:

  • 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

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/358454