New Features — May 2026

• 1.
  ACD Skill Expression Filters
  

  1. ACD Skill Expression Filters Queue teams can now express routing logic as skill formulas—combining ACD skills, language skills, and proficiency in one rule that runs at assignment time. Configure in Architect or through the API, even while a caller is still waiting. The payoff: sharper agent matching and less queue proliferation, for both standard and predictive routing, without rebuilding existing queue setups. Licenses:

  • Genesys Cloud 1

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

  Read More: https://help.genesys.cloud/415890

• 2.
  Separate Message Flows for Public and Private Social Messages
  

  Public social posts and private direct messages can follow different Architect message flows from the first touch. That means a brand-visible comment and a confidential DM no longer share the same automated handling path—each gets treatment suited to its audience and sensitivity. Licenses:

  • Genesys Cloud 1

  • Genesys Cloud 2

  • Genesys Cloud 3

  • Genesys Cloud 4

  Read More: https://help.genesys.cloud/51613

• 3.
  Access to Email Header Fields
  

  Standard and custom email headers are now reachable in the API, Architect, and Scripter—not buried where only backend tools can see them. Use header data to steer routing, link messages to upstream systems, and satisfy traceability requirements across your email stack. Licenses:

  • Genesys Cloud 1 Digital Add-on II

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

  Read More: https://help.genesys.cloud/419700

• 4.
  Expanded Free-Text Response Limit for Web and Voice Surveys
  

  Survey respondents can write up to 4,000 characters in free-text fields on web and voice surveys—eight times the old 500-character cap. Customers get room to explain themselves; you get richer verbatim feedback instead of clipped answers. Licenses:

  • Genesys Cloud 1 WEM Add-on II

  • Genesys Cloud 2 WEM Add-on I

  • Genesys Cloud 3

  • Genesys Cloud 4

  Read More: https://help.genesys.cloud/342967

• 5.
  DMARC Monitoring for Custom Email Domains
  

  A DMARC Monitoring view under Admin > Email > Domains reports whether each custom sending domain has a valid, invalid, or missing DMARC record. This release is about visibility only—outbound mail is not blocked—so teams can see authentication gaps and plan ahead before enforcement tightens. Licenses:

  • Genesys Cloud 1 Digital Add-on II

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

  Read More: https://help.genesys.cloud/412465

• 6.
  Contactable Time Sets for Outbound WhatsApp Campaigns
  

  Outbound WhatsApp campaigns now respect contactable time sets—the same local-time windows you already use for SMS and email. Outreach lands when recipients are likely awake and reachable, not when a scheduler happens to fire. Licenses:

  • Genesys Cloud 1 Digital Add-on II

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

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

• 7.
  Warm Invite Participants to an ACD Conference
  

  Mid-conference, agents can pull someone aside for a private consult—internal user, agent, or external party—before merging them into the main bridge. Unsupported merge types are blocked; queue-based invites keep the initiating agent on hold until the queue member answers. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/325686

• 8.
  Support for Multiple From Email Addresses per Queue
  

  Bind more than one approved sender address to a queue. When agents compose outbound mail on behalf of that queue, they select the From address that matches the brand, region, or department—instead of being locked to a single identity. Licenses:

  • Genesys Cloud 1 Digital Add-on II

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  Read More: https://help.genesys.cloud/115910

• 9.
  Priority Dialing and Dynamic Sorting for Salesforce CX Connector Campaigns
  

  Two Salesforce CX Connector upgrades for outbound voice: flag high-value campaign members for priority dialing so they surface first in Genesys contact lists, and apply dynamic sorting so new members added after launch still dial in the right order—no campaign rebuild required. Licenses:

  • Genesys Cloud 1

  • Genesys Cloud 2

  • Genesys Cloud 3

  • Genesys Cloud 4

  Read More: https://help.genesys.cloud/153688

• 10.
  Semantic Topic Spotting for Topic Configuration
  

  Topic configuration adds a semantic spotting mode that matches on meaning, not just keyword lists—helpful across English dialects when customers phrase the same intent differently. Less phrase-hunting during setup; broader detection at runtime. English only for now. Licenses:

  • Genesys Cloud 1 WEM Add-on II

  • Genesys Cloud 2 WEM Add-on I

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud AI Experience

  Read More: https://help.genesys.cloud/221620

• 11.
  AI Summary and AI Insights in Eight Additional Languages
  

  AI Summary and AI Insights roll out to Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish—so supervisors in those markets get the same quick conversation readouts and trend signals English-speaking teams already use. Licenses:

  • Genesys Cloud 1 WEM Add-on II

  • Genesys Cloud 2 WEM Add-on I

  • Genesys Cloud 3

  • Genesys Cloud 4

  • Genesys Cloud AI Experience

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

• 12.
  Topic Miner Support for Hebrew and Zulu
  

  Topic Miner adds Hebrew (Israel) and Zulu (South Africa), scanning voice, digital, and other channels to surface rising themes—so analysts spot shifts early without manually reading stacks of transcripts. Licenses:

  • Genesys Cloud 1 WEM Add-on II

  • Genesys Cloud 2 WEM Add-on I

  • Genesys Cloud 3

  • Genesys Cloud 4

  Read More: https://help.genesys.cloud/articles/about-the-topic-miner/

• 13.
  Agent Copilot and Scripter Support for CX Cloud Messaging and Email
  

  Agent Copilot suggestions and Scripter guidance now appear in CX Cloud messaging—including BYOC setups—and on email interactions, not only on voice. Assistance stays tied to the live interaction context agents are already working in. Licenses:

  • Genesys Cloud 1

  • Genesys Cloud 1 Digital Add-on II

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

  • Genesys Cloud AI Experience

  Read More: https://help.genesys.cloud/360119

• 14.
  Summaries for Long Interactions in Agent Copilot
  

  Marathon calls and chats that exceed Copilot’s summary window no longer leave agents without notes. Copilot produces a summary from the opening segment of the transcript—enough to finish wrap-up without replaying the entire interaction. Licenses:

  • Genesys Cloud AI Experience

  Read More: https://help.genesys.cloud/379403

• 15.
  Genesys Cloud Copilot Virtual Agent Performance Analytics Assistant
  

  From the Copilot panel, ask everyday questions about bot performance—containment, transfers, abandon rates, escalations, recognition misses—and receive short, permission-aware answers with pointers on what to tune next. Less digging through analytics views to understand a virtual agent’s health. Licenses:

  • Genesys Cloud AI Experience

  Read More: https://help.genesys.cloud/418941

• 16.
  Configurable Error Handling for Agentic Virtual Agents
  

  When an agentic virtual agent’s tool call fails, you choose the recovery story: retry, divert to a fallback branch, or prompt the customer differently. Integrations hiccup; the conversation does not have to end abruptly. Licenses:

  • Genesys Cloud AI Experience

  Read More: https://help.genesys.cloud/408957

• 17.
  Genesys Native Speech-to-Text Available as a Bot Transcription Engine
  

  Architect bots can transcribe caller speech with Genesys’ own STT service (en-US, es-US, en-GB, en-AU)—a native engine option that lines up with post-call transcription and simplifies troubleshooting when speech recognition misbehaves. Licenses:

  • Genesys Cloud 4

  • Genesys Cloud AI Experience

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

• 18.
  Bot Users Can Skip a Question When They Don’t Know the Answer
  

  Ask for Slot steps can expose a skip path when the customer lacks the requested detail—across standard slots, AI-powered slots, quick replies, carousels, and list pickers. Fewer dead-end loops when someone genuinely cannot answer. Licenses:

  • Genesys Cloud 1

  • Genesys Cloud 1 Digital Add-on II

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

  • Genesys Cloud AI Experience

  Read More: https://help.genesys.cloud/232221

• 19.
  Agentic Virtual Agents Support Masking Variables for Privacy
  

  Agentic virtual agents can refer to bulky or sensitive values—think auth tokens—through short aliases instead of embedding the full string in context. That trims prompt size, speeds responses, and keeps secrets out of places they do not belong. Licenses:

  • Genesys Cloud AI Experience

  Read More: https://help.genesys.cloud/409087

• 20.
  Caseplan Builder for Case Management
  

  Case Management picks up a visual caseplan builder for designing, testing, and rolling out multi-step case workflows with less manual configuration. Reuse existing worktypes where they already fit instead of starting from scratch each time. Requires the Case Management add-on. Licenses:

  • Work Automation Add-on

  Read More: https://help.genesys.cloud/419181

• 21.
  User Home Workspace and Agent Activity Widgets in Genesys Cloud Home
  

  Home becomes a tailored launch pad: role-based widgets plus Agent Activity views—schedule, scorecard, team pulse—in one screen. Agents and supervisors spend less time jumping between pages to see what matters today. Licenses:

  • Genesys Cloud 1

  • Genesys Cloud 1 Digital Add-on II

  • Genesys Cloud 1 WEM Add-on II

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 2 WEM Add-on I

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

  • Genesys Cloud EX

  Read More: https://help.genesys.cloud/235730

• 22.
  On-Queue Opportunities for Workforce Management
  

  Publish extra on-queue shifts as opportunities agents can browse and opt into—a lighter-touch way to cover spikes than mandating overtime. Agents pick up hours that fit their schedule; planners fill gaps faster. Licenses:

  • Genesys Cloud 1 WEM Add-on II

  • Genesys Cloud 2 WEM Add-on I

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

  • Genesys Cloud EX

  Read More: https://help.genesys.cloud/415153

• 23.
  Per-Question Focus and Agent-Level Targeting for Automated Quality Scoring
  

  Automated quality forms can score just the agent’s portion of a call—or the full interaction—and scoring rules can target specific agents. That matters when IVR segments or conference legs involve multiple people; AI Scoring and Evaluation Assistance judge the right slice of the transcript. Licenses:

  • Genesys Cloud 1 WEM Add-on II

  • Genesys Cloud 2 WEM Add-on I

  • Genesys Cloud 3

  • Genesys Cloud 4

  Read More: https://help.genesys.cloud/4207

• 24.
  Connection Management for Knowledge Fabric
  

  Knowledge Fabric connections move to a single Sources hub: check expiry, renew credentials, remove stale links, and see warnings before deleting a connection still feeding active content—including alerts when you enter Knowledge Workbench. Licenses:

  • Genesys Cloud 1

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  Read More: https://help.genesys.cloud/408636

• 25.
  Queue-Based Outbound Calling from ServiceNow and Communicate Mobile
  

  Place outbound calls on behalf of a queue from ServiceNow Unified Experience or the Communicate mobile app—queue attribution and reporting stay consistent whether the agent works in CRM or on the road. ServiceNow transfer search also shows real availability, not just a presence badge. Licenses:

  • Genesys Cloud 1 Digital Add-on II

  • Genesys Cloud 2

  • Genesys Cloud 2 Digital

  • Genesys Cloud 3

  • Genesys Cloud 3 Digital

  • Genesys Cloud 4

  • Communicate

  Read More: https://help.genesys.cloud/398616