New Features — August 2025

• 1. Multi-contextual panels

  Reworded: Agents can open and view multiple contextual panels at the same time for better multitasking and visibility into customer interactions.

  License Types:

  • All licenses.

  Read more links :

  • https://help.mypurecloud.com/articles/navigate-the-interactions-panel/
    
  • https://help.mypurecloud.com/articles/how-can-i-allow-agents-to-enable-multi-contextual-panels/
  • https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-3783

• 2. WhatsApp outbound campaign schedules

  Reworded: Admins can schedule WhatsApp outbound campaigns to automatically start and stop at set times.

  License Types:

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

  Read more links :

  • https://help.mypurecloud.com/articles/add-a-schedule-entry-for-a-campaign-or-campaign-sequence/
    
  • https://genesyscloud.ideas.aha.io/ideas/DIGIWFB-I-206
    

• 3. Profile panel support for workitems

  Reworded: Agents can search for or create external contacts and link them to a workitem directly from the Profile panel. Admins can control whether agents can link contacts across divisions.

  License Types:

  • Work Automation Add-on.

  Read more links :

  • https://help.mypurecloud.com/articles/work-with-workitems/
    
  • https://help.mypurecloud.com/articles/single-customer-view-overview/
    
  • https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-590
    

• 4. Conditional group activation based on real-time metrics

  Reworded: Admins can activate or deactivate agent groups automatically based on live queue metrics, improving efficiency and routing flexibility.

  License Types:

  • 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 AI Experience.

  Read more links :

  • https://help.mypurecloud.com/articles/conditional-group-activation-overview/
    
  • https://help.mypurecloud.com/articles/create-and-configure-queues/
    
  • https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-3758
    

• 5. Improved native voice transcription for English

  Reworded: English voice transcription now better understands industry-specific vocabulary, improving accuracy in sectors like healthcare, finance, and travel.

  License Types:

  • 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 links :

  • https://help.mypurecloud.com/articles/about-voice-transcription/
    
  • https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/
    

• 6. Customizable summaries in AI Studio

  Reworded: Admins can customize how Agent Copilot generates and displays summaries—changing level of detail, insights, formatting, and PII handling.

  License Types:

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

  Read more links :

  • https://help.mypurecloud.com/articles/customizable-summaries-overview/
    
  • https://help.mypurecloud.com/articles/add-and-manage-an-ai-studio-customizable-summary/
    
  • https://help.mypurecloud.com/articles/assign-a-summary-configuration-to-an-agent-copilot/
    
  • https://genesyscloud.ideas.aha.io/ideas/OP-I-2082
    

• 7. CX Cloud from Genesys and Salesforce — Agent-initiated After-Call Work (ACW)

  Reworded: In Salesforce, agents can now request ACW at the end of a call if their queue is configured for it, giving flexibility to pause after interactions.

  License Types:

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

  Read more links :

  • https://help.mypurecloud.com/articles/configure-after-call-work-for-agent-requests/
    
  • https://help.mypurecloud.com/articles/after-call-work-in-genesys-cloud-cx-utility/
    
  • https://genesyscloud.ideas.aha.io/ideas/OP-I-2092
    

• 8. Microsoft Dynamics 365 Data Actions Integration — New Credential Type

  Reworded: Admins can now use client certificates (not just client secrets) when connecting Microsoft Dynamics 365 via Data Actions, improving security with MFA support.

  License Types:

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

  Read more links :

  • https://help.mypurecloud.com/articles/register-the-integration-in-microsoft-entra-id/
    
  • https://help.mypurecloud.com/articles/add-a-data-actions-integration/
    

• 9. Enhanced knowledge suggestions in Genesys Agent Copilot

  Reworded: Knowledge article suggestions are now more relevant—filtering out unnecessary words like greetings or filler phrases.

  License Types:

  • Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3 Digital, Genesys Cloud AI Experience.

  Read more links :

  • https://help.mypurecloud.com/articles/about-the-knowledge-workbench-v2/
    
  • https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-568
    

• 10. Deprecation — Removal of Webhooks Integration for Chat Notification

  Reworded: Support for chat notification webhooks (e.g., GitHub, JIRA, Zendesk) is being removed. Users should migrate to the Webhooks for Events workflow.

  License Types:

  • Applies broadly (not tied to a specific license).

  Read more links :

  • https://help.mypurecloud.com/articles/deprecation-removal-of-webhooks-integration-for-chat-notification/
    
  • https://help.mypurecloud.com/articles/about-webhooks-for-events/

• 11. Multi-Contextual Panels as Default Experience

  Reworded: As of August 11, 2025, multi-contextual panels are the default interface. Agents will now automatically see multiple context panels simultaneously, enhancing multitasking and visibility.

  License Types:

  • All licenses.

  Read more :

  • https://help.mypurecloud.com/articles/navigate-the-interactions-panel/
    
  • https://help.mypurecloud.com/articles/how-can-i-allow-agents-to-enable-multi-contextual-panels/
    

• 12. SSO Integrations Management via SAML Metadata Files

  Reworded: Admins can now upload a SAML metadata file to create or update single sign-on (SSO) integrations in Genesys Cloud—streamlining setup and reducing configuration errors through a single-file approach.

  License Types:

  • Collaborate; Genesys Cloud 1; Genesys Cloud 2; Genesys Cloud 3.

  Read more :

  • https://help.mypurecloud.com/articles/add-multiple-single-sign-on-providers-to-genesys-cloud/
    
    

• 13. Updated Genesys Branding on Login Pages

  Reworded: The login and IAM pages now reflect the latest Genesys corporate logos and branding—ensuring brand consistency across the user experience.

  License Types:

  • All licenses.
    

• 14. OAuth Client Secret Visibility Restricted to Creation Time

  Reworded: Administrators will only see the OAuth client secret at the moment of creation or when requesting a new one. It will not be visible later in the UI, though it may still appear in API responses temporarily. This helps enforce better secret management.

  License Types:

  • All licenses.

  Read more :

  • https://help.mypurecloud.com/articles/create-an-oauth-client/
    

• 15. Journey Management — Estimated Analysis Time & In-App Notifications

  Reworded: Journey Management now shows an estimated analysis completion time and delivers in-app notifications when processing is underway. A combined “Save and Calculate” button simplifies workflow—refreshing the page when results are ready.

  License Types:

  • Genesys Cloud 1; Genesys Cloud 2; Genesys Cloud 2 Digital; Genesys Cloud 3; Genesys Cloud 3 Digital; Genesys Cloud 4.

  Read more :

  • https://help.mypurecloud.com/articles/about-journey-management/
    
  • https://help.mypurecloud.com/articles/journey-management-overview/
    

• 16. Column Reordering in Analytics Performance Views

  Reworded: Users can now rearrange columns in the Analytics Performance views using the column picker—granting more control over report layouts and faster access to key data.

  License Types:

  • Not explicitly stated—generally falls under data & analytics.
    

• 17. Transfer Options for Architect Voice & Digital Bot Flows

  Reworded: New transfer options are now available in Architect for both voice and digital bot flows—enabling more flexible routing structures within bot interactions.

  License Types:

  • Associated with Self-service and Automation features.
    

• 18. Deprecation: Mobile Messenger Legacy Android & iOS Removal

  Reworded: Mobile Messenger’s legacy Android and iOS code is being removed—users must migrate to supported messaging infrastructure to maintain mobile functionality.

  License Types:

  • Deprecation applies broadly to all impacted environments.
    

• 19. Deprecation: Pointillist

  Reworded: The Pointillist integration is being deprecated—organizations using it should plan a transition path ahead of full retirement.

  License Types:

  • Applies broadly (platform-wide deprecation).
    

  Read more :

  • https://help.mypurecloud.com/articles/deprecation-pointillist/

• 20. Multi-Contextual Panels (now default)

  Reworded: Multi-contextual panels are now the standard interface—allowing agents to view multiple context panels at once for seamless access to customer details and better multitasking.

  License Types:

  • All licenses.

  Read more :

  • https://help.mypurecloud.com/articles/navigate-the-interactions-panel/
    
  • https://help.mypurecloud.com/articles/how-can-i-allow-agents-to-enable-multi-contextual-panels

• 21. Increased DTMF Input Limit in Architect Flows

  Reworded: The Collect Input action in Architect now supports up to 40 DTMF digits (up from 32), making it easier to capture longer numeric inputs like account numbers or card details.

  License Types:

  • All licenses.

  Read more :

  • https://help.mypurecloud.com/articles/collect-input-action/
    

• 22. Outbound Division-Aware Campaign Schedules

  Reworded: Administrators can now limit permissions so users only manage campaign schedules within their assigned divisions, ensuring clear separation and reducing cross-division scheduling errors.

  License Types:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.

  Read more :

  • https://help.mypurecloud.com/articles/add-a-schedule-entry-for-a-campaign-or-campaign-sequence/
    
  • https://help.mypurecloud.com/articles/edit-a-schedule-entry-for-a-campaign-or-campaign-sequence/
    

• 23. WhatsApp Outbound Campaigns: Pre- & Post-Contact Triggers

  Reworded: You can now configure Kafka-based triggers to run custom flows before and after WhatsApp outbound messages—just like with SMS and email. Great for compliance checks, enrichment, or follow-up actions.

  License Types:

  • 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.mypurecloud.com/articles/overview-of-triggers/
    

• 24. Priority Sorting in Skills-Based Outbound Campaigns

  Reworded: Power and predictive campaigns with skills-based dialing can now prioritize contacts—ensuring higher-value calls are delivered to agents first, optimizing efficiency across teams.

  License Types:

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

• 25. Sensitive Data Masking in Multiple Languages

  Reworded: Chat and message transcripts in French (fr-CA, fr-FR), German (de-DE, de-CH), Portuguese (pt-BR, pt-PT), and Spanish (es-ES, es-US) now support sensitive data masking to better protect user privacy.

  License Types:

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

• 26. Suppressing Knowledge-Base Segment Filtering for Agent Copilot

  Reworded: Admins can use an API toggle to disable segment-based filtering in Agent Copilot’s knowledge suggestions—no need for duplicate KBs, and articles surface regardless of their segment.

  License Types:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital, Genesys Cloud 4.

  Read more :

  • https://developer.genesys.cloud (API Explorer)
    
  • https://help.mypurecloud.com/articles/how-can-i-suppress-segment-filtering-on-knowledge-articles-for-agent-copilot/
    

• 27. Collaborate Chat – Read/Unread Message Sync Across Devices

  Reworded: Collaborate now synchronizes chat read/unread status across mobile, desktop, and web. This aligns message states, fixing disappearing or inconsistent unread indicators.

  License Types:

  • Collaborate license.
    

  Read more :

  https://help.mypurecloud.com/articles/send-a-chat-message/
  

• 28. Workforce Management Shift Trades Now Support External Activities

  Reworded: Agents can now swap shifts even when they have external assignments like coaching or learning—external activities remain with the original agent at the scheduled time, preserving workflow integrity.
  License Types: Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud EX.
  Read more :

  • https://help.mypurecloud.com/articles/add-a-management-unit/
    
  • https://help.mypurecloud.com/articles/manage-a-management-unit/
    
  • https://help.mypurecloud.com/articles/shift-trades-overview/
  • https://genesyscloud.ideas.aha.io/ideas/ 

• 29. Support for mobile push notifications for unread message alerts

  Reworded: Administrators can now set up push notification services so mobile users receive alerts for new messages in ongoing conversations—even when offline. This helps users stay engaged and not miss timely updates.

  License Types:

  • 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.mypurecloud.com/articles/genesys-cloud-supported-languages/ 
  • https://help.mypurecloud.com/articles/about-web-messaging/
    

• 30. Assign segments to external contacts for up to 30 days

  Reworded: Administrators can now tag external contacts with segments that persist for up to 30 days—enhancing external contact management and targeted segmentation.

  License Types:

  • (Not specified; likely Genesys Cloud 1 series and above; but not explicit)

  Read more :

  • https://help.mypurecloud.com/articles/manage-segments/
  • https://help.mypurecloud.com/articles/about-single-customer-view/

• 31. Append outbound campaign performance stats to Campaign Performance view

  Reworded: Outbound campaign metrics (e.g., results, performance) are now visible within the Campaign Performance dashboard for richer analytics and tracking.

  License Types:

  • Genesys Cloud 1; Genesys Cloud 2; Genesys Cloud 3; Genesys Cloud 4.

  Read more :

  • https://help.mypurecloud.com/articles/campaign-performance-summary-view/
    

• 32. Web messaging support for additional languages (Filipino, Indonesian, Malay, Romanian, Spanish – Spain)

  Reworded: The Messenger window now supports these additional languages—Filipino (fil), Indonesian (id), Malay (ms), Romanian (ro), and Spanish (Spain, es-ES)—expanding localization.

  License Types:

  • 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.mypurecloud.com/articles/genesys-cloud-supported-languages/
    
  • https://help.mypurecloud.com/articles/about-web-messaging/
    

• 33. Authenticated session duration configuration for secure mobile sign-ins

  Reworded: Admins can now configure how long authenticated sessions last (TTL) across web and mobile messaging, reducing login friction and aligning with enterprise security policies.

  License Types:

  • 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.mypurecloud.com/articles/get-started-with-authenticated-web-messaging/
    

• 34. Interaction category creation support for Korean and Japanese

  Reworded: Users can now create “interaction categories” using Korean (ko-KR) and Japanese (jp-JP) language support—making categorization more inclusive.

  License Types:

  • Genesys Cloud 1 WEM Add-on II; Genesys Cloud 2 WEM Add-on I; Genesys Cloud 3; Genesys Cloud 4; Genesys Cloud EX.

  Read more :

  • https://help.mypurecloud.com/articles/work-with-an-interaction-category/
    
  • https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/
    

• 35. Programs, topics, and phrases support for Korean and Japanese

  Reworded: Speech & text analytics tools—including programs, topics, and phrases—now support Korean (ko-KR) and Japanese (jp-JP) languages to improve insight coverage.

  License Types:

  • Genesys Cloud 1 WEM Add-on II; Genesys Cloud 2 WEM Add-on I; Genesys Cloud 3; Genesys Cloud 4; Genesys Cloud EX.

  Read more :

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

• 36. Unified Experience integration with ServiceNow ITSM

  Reworded: Genesys Cloud agents in ServiceNow ITSM can now make and receive voice calls, manage presence, and access WEM tools directly—eliminating the need to leave the ServiceNow interface.

  License Types:

  • Genesys Cloud 1; Genesys Cloud 2; Genesys Cloud 3; Genesys Cloud 4.

  Read more :

  • https://help.mypurecloud.com/articles/log-in-to-a-servicenow-instance/
    

• 37. Configure alerts for Operational Console events

  Reworded: Administrators can now configure alerts for Operational Console events via Analytics—allowing proactive monitoring and faster response to operational issues.

  License Types:

  • All licenses.

  Read more :

  • https://help.mypurecloud.com/articles/troubleshoot-using-the-genesys-cloud-operational-console/
    
  • https://help.mypurecloud.com/articles/create-an-alert-rule/
    
  • https://help.mypurecloud.com/articles/real-time-agent-queue-user-presence-employee-engagement-and-operational-console-metrics/
    

• 38. Schedule coaching and learning sessions with greater flexibility

  Reworded: A smarter scheduling interface now highlights optimal times for coaching or learning sessions and allows admins to define custom windows—balancing convenience with workforce goals.

  License Types:

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

  Read more :

  • https://help.mypurecloud.com/articles/assign-a-development-and-feedback-module/
    
  • https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/