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New Features — February 2026

  • 1. Attempt Control Enhancements for Outbound Campaigns

    Administrators can now manage outbound dialing with higher precision by setting attempt limits based on specific phone types (e.g., cell vs. home). Additionally, recall times can now be extended up to 30 days, and reset periods can be configured between 2 and 30 days, allowing for much more flexible re-engagement strategies that align with regional regulations. Licenses:

    • Genesys Cloud 1
    • Genesys Cloud 2
    • Genesys Cloud 3
    • Genesys Cloud 4

     

  • 2. Native Architect Action for Customer Intent Retrieval

    Bot authors can now use the “Get Assigned Customer Intents” action directly within Architect. This allows flows to retrieve the 25 most recent intents associated with an external contact, enabling highly personalized routing and conversation context based on what the customer was trying to achieve in previous sessions. 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
    • Genesys Cloud AI Experience

    Read More:

  • 3. Channel Insights Dashboard

    A new Channel Insights dashboard provides supervisors with a unified view of performance across voice, email, chat, and messaging. It highlights metrics such as resolution rates, sentiment scores, and interaction volumes, making it easier to compare digital channel effectiveness against traditional voice channels in one place. Licenses:

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

    Read More:

  • 4. Inbound ACD Voice Call Support on Communicate Mobile App

    Users on the Communicate mobile app (iOS and Android) can now receive inbound ACD voice calls, including queue transfers and direct routing. The updated mobile experience includes interaction notes, secure pause controls for privacy, and an after-call work (ACW) screen to ensure missed dispositions can be handled on the go. Licenses:

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

    Read More:

     

  • 5. WhatsApp Support for Interactive List Pickers in bot conversations

    Bot authors can now configure WhatsApp-compliant list pickers in Architect. This allows bots to present customers with a menu of up to 10 options, reducing the need for free-text replies. This structured approach helps minimize input errors and provides a more guided experience for users on WhatsApp. 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:

     

  • 6. Automatic Sign-In for Authenticated Messenger Users

    Genesys Messenger can now accept existing authentication tokens from your website or app. If a user is already logged into your portal, Messenger will automatically sign them in using an implicit authentication flow, removing the need for redundant login prompts during a messaging session. Licenses:

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

    Read More:

  • 7. Extended Markdown and Formatting Toolbar for Messaging

    Agents now have access to a rich text formatting toolbar within the messaging panel. This allows them to apply markdown (bold, italics, links, lists) consistently across Web Messaging, WhatsApp, and Facebook Messenger. A new resizable text input field also improves the workspace for handling complex, long-form replies. Licenses:

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

    Read More:

    Use the rich text toolbar to format text in a message interaction https://help.genesys.cloud/articles/use-the-rich-text-toolbar-to-format-text-in-a-message-interaction/

  • 8. Use Knowledge in AI Guides

    AI Guides can now leverage approved knowledge base content to answer customer questions dynamically. Guide authors can link a guide to a specific knowledge base or configuration, allowing the AI to provide accurate, context-aware answers as part of a task-oriented flow. Licenses:

    • Genesys Cloud AI Experience

    Read More:

  • 9. Data Filtering Rules for Outbound Digital Channels

    Administrators can now apply data filtering rules to agent-created outbound messages. These filters can automatically identify and block sensitive information or inappropriate language (using profanity filters or regular expressions) before the message is sent, ensuring compliance with corporate and regulatory policies. Licenses:

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

    Read More:

  • 10. Virtual Agent Support for Knowledge Fabric

    Virtual agents can now be configured to use either a standard Knowledge Workbench v2 base or a Knowledge Fabric configuration (which includes external sources like SharePoint). This update allows bots to provide generative, context-aware responses using enterprise-wide data sources while maintaining touchpoint-level control. 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 AI Experience

    Read More:

    Add knowledge to your bot flow https://help.genesys.cloud/articles/add-knowledge-to-your-bot-flow/

  • 11. Granular Access Control for Gamification

    Gamification data access can now be restricted based on the organizational reporting hierarchy. This ensures that supervisors can only view scorecards and performance data for their direct reports (and up to three levels down the chain), aligning visibility with actual management structures. Licenses:

    • 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:

  • 12. Inbound WhatsApp Business Calling

    WhatsApp Business numbers can now be configured to receive inbound voice calls directly in Genesys Cloud. Agents can answer these calls through standard ACD routing, and supervisors can monitor performance metrics for WhatsApp voice just like traditional telephony, providing a seamless experience for customers who prefer calling via the app. 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:

  • 13. LAM-Powered Virtual Agents in AI Studio

    Administrators can now deploy Agentic Virtual Agents powered by Large Action Models (LAM). These agents use a no-code interface to select tools and knowledge sources dynamically, allowing them to carry out complex tasks and choose the next conversational steps based on real-time context. Licenses:

    • Genesys Cloud 4
    • Genesys Cloud AI Experience

    Read More:

  • 14. Automated Agent Scoring in Speech and Text Analytics

    Genesys Virtual Supervisor now supports automated agent scoring across 100% of interactions. Administrators can configure programs to automatically evaluate key areas like compliance and sales effectiveness, ensuring consistent performance insights and identifying coaching opportunities at scale. 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:

  • 15. Genesys Cloud Voice Organization Linking for Business Continuity

    Organizations in the US and Canada can now link their GCV setup to another organization in a different region. This allows administrators to pre-configure and quickly trigger the rerouting of specific phone numbers to an alternate destination during a regional outage or planned maintenance. Licenses:

    • All licenses include this feature.

    Read More:

    Genesys Cloud Voice organization linking overview https://help.genesys.cloud/articles/genesys-cloud-voice-organization-linking-overview/

  • 16. Locale-Based Date and Time Display

    Genesys Cloud can now display dates and times based on the user’s browser locale rather than just the language setting. This ensures users see familiar regional formats (like DD/MM/YYYY vs MM/DD/YYYY), reducing confusion for global teams using the same language across different countries. Licenses:

    • All licenses include this feature.

    Read More:

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