Back to Monthly Releases

New Features — April 2026

  • 1. SMS Alphanumeric Sender IDs

    1. SMS Alphanumeric Sender IDs Administrators can now provision and use alphanumeric Sender IDs for outbound SMS. This allows organizations to use branded names (e.g., “StarTelecom”) instead of a standard phone number for one-way messaging, improving brand recognition and trust in supported regions. 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

     

  • 2. Human-Readable Workitem History View

    Supervisors and administrators can now view a complete, audit-friendly history of every workitem directly in the UI. This tracks changes to status, priority, assignee, and custom attributes, reducing the need for API queries to investigate workitem lifecycles. Licenses:

    • Work Automation Add-on

  • 3. Manage Conversation Attribute Schemas in the UI

    A new user-friendly interface allows administrators to define and manage custom conversation attribute schemas. Organizations can create up to 50 schemas with 50 attributes each to enrich interactions with business-specific data without relying on direct API configuration. Licenses:

    • All licenses include this feature.

    Read More: https://help.genesys.cloud/articles/create-conversation-schemas/

  • 4. AI-Powered Assistant for WFM, Recognition, and Work Teams

    This release introduces several AI “Assistant” agents. These include the WFM Time Off Assistant (to manage leave requests), the Agent Recognition Assistant (to create agent rewards via chat), and the Work Teams Assistant (to manage team memberships using natural language). 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/articles/about-genesys-cloud-copilot/

  • 5. Speech vs. DTMF Input Mode Tracking in Architect

    Architect now includes a flow variable to track how customers enter data—whether via speech (ASR) or keypad (DTMF). This visibility helps teams identify where speech recognition might be failing and refine bot or IVR menu tuning. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 1 Digital Add-on II

    • Genesys Cloud 2

    • Genesys Cloud 4

     

  • 6. Configurable Web Messaging Guest Session Duration

    Administrators can now customize how long a web messaging session remains active, with timeouts ranging from 15 minutes up to 18 months. This allows businesses to better align message history retention with specific compliance or customer experience requirements. 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/articles/configure-messenger/

  • 7. Async Aggregate API for High-Volume Queries

    A new asynchronous API endpoint allows for high-volume metric queries over wide date ranges without the need to split requests into small chunks. Users submit a request and retrieve the results once processing is complete, improving reporting scalability. Licenses:

    • All licenses include this feature.

    Read More: https://developer.genesys.cloud/analytics/view/aggregate-query-async

  • 8. Permission-Based STA and WEM Add-on Licensing

    Administrators can now control STA and WEM add-on billing by assigning explicit permissions to users. This decouples transcription usage from the add-on license, allowing for more granular cost control and ensuring organizations only pay for users who need specific performance management tools. Licenses:

    • All licenses include this feature.

    Read More: https://help.genesys.cloud/articles/about-speech-and-text-analytics/

  • 9. Automated Draft Guide Generation from Transcripts

    AI Studio can now automatically generate draft guides by analyzing real agent-customer transcripts. This feature identifies how agents resolve common issues and creates structured, step-based drafts for virtual agents, significantly speeding up automation design. Licenses:

    • Genesys Cloud AI Experience

  • 10. Agent Ownership Support for Customer First Callbacks

    Administrators can now enable agent ownership for “Customer First” callbacks, allowing the system to reserve the original agent before the customer is dialed. This maintains relationship continuity and increases the maximum ownership duration to 30 days. Licenses:

    • All licenses include this feature.

    Read More: https://help.genesys.cloud/articles/customer-first-callbacks-overview/

  • 11. Expansion of Agent Copilot to Social and Digital Messaging

    Agent Copilot features are now available across Facebook, Instagram, X (Twitter), and Google Business Profile. This expansion brings AI-powered real-time assistance and summarization to both direct messages and public social interactions. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 2

    • Genesys Cloud 2 Digital

    • Genesys Cloud 3

    • Genesys Cloud 3 Digital

    • Genesys Cloud 4

    • Genesys Cloud AI Experience

  • 12. Poly/HP ROVE Series Managed Phones

    Genesys Cloud now supports the Poly ROVE series of wireless IP phones. Administrators can manage the registration and provisioning of ROVE base stations and wireless handsets directly within the telephony administration interface. Licenses:

    • All licenses include this feature.

    Read More: https://help.genesys.cloud/articles/managed-phones-models-and-features-matrix/

  • 13. Share a Single Contact List Across Multiple Active Campaigns

    A single contact list can now be associated with multiple active outbound campaigns simultaneously. Genesys Cloud manages record ownership to ensure voice contacts are only dialed by one campaign at a time, while digital campaigns can reuse the list with different filters. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 2

    • Genesys Cloud 3

    • Genesys Cloud 4

     

  • 14. Hold Time Tracking for Auto-Answered Digital Interactions

    Digital interaction reports now include hold and inactive durations for interactions that use auto-answer. This improvement provides more accurate data on agent occupancy and helps supervisors better understand agent workload across messaging channels. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 2

    • Genesys Cloud 3

    • Genesys Cloud 4

    Read More: https://help.genesys.cloud/articles/auto-answer-incoming-interactions/

  • 15. Automated Chat Notifications in Architect Workflows

    Architect now includes a “Send Notification” action that allows workflows to send automated chat messages to official user groups. This enables real-time updates for teams when specific milestones or errors occur within an automated process. Licenses:

    • Genesys Cloud 1

    • Genesys Cloud 2

    • Genesys Cloud 3

    • Genesys Cloud 4

    • Genesys Cloud AI Experience

    • Work Automation Add-on

    Read More: https://help.genesys.cloud/articles/send-notification-action/

Savings Calculator

Please fill your information in fields below

* This field is mandatory
* This field is mandatory
* This field is mandatory
* This field is mandatory

Yes I would like to receive email from Star Telecom about the latest in technology news, white papers, webcasts, events and more. Please check to subscribe. You may opt out at any time

PRIVACY STATEMENT: Please note we will never sell, rent or loan your email address to any outside company or organization.