Back to Monthly Releases

New Features — January 2026

  • 1. Updated Regional Feature Deployment Schedule Now in Effect

    The updated regional feature deployment schedule is now active. Feature releases now begin on Tuesdays and complete by Fridays, occurring during off-hours for each local region. This shift from the previous Monday-Wednesday schedule provides greater operational control and stability for platform updates.

    Licenses:

      • Open Platform

  • 2. Authorized ClientIDs SAML Attribute for SSO Integrations

    A new SAML attribute, AuthorizedClientIDs, allows Identity Providers to control which specific clients an authenticated user can access. If a user attempts to access an unauthorized client, they are redirected back to the Identity Provider, enhancing security for applications like WebRTC Media Helper and Genesys Tempo.

    Licenses:

    • All licenses include this feature.

    Read More:

    Add multiple single sign-on providers to Genesys Cloud https://help.genesys.cloud/articles/add-multiple-single-sign-on-providers-to-genesys-cloud/

  • 3. Set Default Multi-Factor Authentication (MFA) Device for Multi-Device Users

    Users with multiple MFA devices can now select a default device for login verification. This improvement streamlines the sign-in process for users who utilize multiple authentication methods, such as passkeys and authenticator apps.

    Licenses:

    • All licenses include this feature.

    Read More:

  • 4. Support for Keyboard Type in Apple Messages for Business Forms

    Administrators can now configure specific keyboard types and auto-complete settings for input fields in Apple Messages for Business forms. This ensures users are presented with the most appropriate keyboard layout (e.g., numeric, email) for the data being requested, speeding up form completion.

    Licenses:

    • Genesys Cloud 1 Digital 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

    Read More:

  • 5. Post-Flow Action in Architect Message Flows

    Flow authors can now configure a “Set Post Flow” action to trigger automatic follow-up flows after a messaging conversation disconnects. This allows for automated post-interaction tasks such as sending surveys, collecting NPS feedback, or executing CRM updates without requiring agent intervention.

    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:

    Set Post-Flow action https://help.genesys.cloud/articles/set-post-flow-action/

  • 6. Customer Intent Taxonomy and Agent Visibility

    Administrators can now create a standardized customer intent taxonomy at the platform level. This normalizes intent data across the customer journey, displaying the most recent intent to agents on their roster and within the customer journey panel to improve context and response accuracy.

    Licenses:

    • 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 AI Experience

    Read More:

  • 7. Automatically Establish a Persistent Connection When an Agent Goes On-Queue

    WebRTC phones can now be configured to automatically establish a persistent connection as soon as an agent goes on-queue. This reduces call setup time and ensures agents are instantly ready to handle interactions, improving efficiency in high-volume environments.

    Licenses:

    • All licenses include this feature.

    Read More:

  • 8. WebRTC Idle Media Timeout

    A new media recovery feature for WebRTC phones helps prevent disconnects caused by brief network interruptions. Administrators can configure a recovery timeout, allowing the system to attempt to re-establish the media stream before ending the call.

    Licenses:

    • All licenses include this feature.

    Read More:

  • 9. Genesys Tempo Cross-Week Shift Trading

    Agents using Genesys Tempo can now trade shifts across different weeks within the same planning period. This enhancement offers greater flexibility for employees managing their schedules while ensuring workforce planning constraints are still met. Licenses:

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

    Read More:

  • 10. Accessibility Improvements for Conversation Initiation

    The “Start a Conversation” modal has been restructured to better support screen readers and keyboard navigation. These updates follow WCAG 2.1 guidelines, ensuring a more accessible and predictable experience for agents using assistive technologies. 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

    Read More:

  • 11. Agent Copilot Queue Filters

    Administrators can now filter Agent Copilot configurations to show only those with assigned queues. This allows admins to quickly identify active deployments and focus on managing queues that are utilizing Copilot features. 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

    Read More:

  • 12. Agent Copilot Knowledge Configuration Support

    Administrators can now connect specific knowledge configurations directly to Agent Copilot. This ensures the AI provides context-aware, relevant answers sourced from the correct knowledge base articles during agent 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

    Read More:

  • 13. Genesys Cloud Voice in Singapore

    Genesys Cloud Voice is now available in the Singapore AWS region (ap-southeast-1). Organizations can now purchase and port DID and toll-free numbers directly through Genesys, simplifying telephony management for Singapore-based operations. Licenses:

    • All licenses include this feature.

    Read More:

  • 14. Genesys Cloud Voice in Mexico

    Genesys Cloud Voice is now available in the Mexico AWS region (mx-central-1). This allows organizations with operations in Mexico to utilize native Genesys Cloud telephony services, including number purchasing and porting. Licenses:

    • All licenses include this feature.

    Read More:

  • 15. WebRTC Phone Upgrade Opt-In Setting

    Administrators can enable an opt-in setting to upgrade WebRTC phone configurations. This standardizes settings to support new features like automatic persistent connection and graceful media recovery, ensuring compatibility with future advanced capabilities. Licenses:

    • All licenses include this feature.

    Read More:

  • 16. Seamless Reconnections in AudioHook Monitor Integrations

    AudioHook Monitor integrations can now automatically reconnect and buffer up to 20 seconds of audio following a disconnect. This ensures a seamless audio stream for recording and analytics services even if temporary connection issues occur. Licenses:

    • All licenses include this feature.

    Read More:

  • 17. Updated Resource Center Links Support the New Genesys Cloud Experience

    The Genesys Cloud Resource Center has moved to help.genesys.cloud. All in-product contextual help and links have been updated to point to this new address, offering a refreshed, faster, and more accessible user experience that aligns with the new Genesys visual identity. Licenses:

    • No Restriction by User or Required User to Access

    Read More:

  • 18. BYOC Premises Edge Devices in Edges List View

    The Edges list view has been updated to show only BYOC Premises Edge devices, filtering out cloud media instances. This view also adds visibility into concurrent call capacity and calls-per-second limits, helping admins better manage physical edge resources. Licenses:

    • All licenses include this feature.

    Read More:

  • 19. Mobile Messenger Support for Markdown Formatting

    Mobile Messenger now supports markdown-based rich text formatting. Messages from agents and bots can include bolding, italics, links, and lists, improving readability and allowing for more structured communication on mobile devices. 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:

  • 20. Social Direct Messages and Post Responses Allowance Increase

    The token allowance for social direct messages, social post ingestions, and responses has been increased to 400 per AI token. This provides greater capacity for handling social media interactions within the existing token model. Licenses:

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

    Read More:

  • 21. Create Rules Based on Workitem Creation Date

    Automation rules can now be triggered based on a workitem’s creation date, with delays of up to 30 days. This allows for better scheduling of follow-up actions and SLA reminders for long-running workitems. Licenses:

    • Work Automation Add-on

    Read More:

  • 22. Domain Allow List for Emails

    Administrators can now define an allow list for outbound email domains. This restricts agents to sending emails only to approved domains, enhancing security and preventing unauthorized external communication. 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:

  • 23. Summaries for Consult Transfers for Agent Copilot

    Agent Copilot now generates summaries for consult transfers. Both the transferring and receiving agents receive a summary of the conversation so far, ensuring context is preserved and reducing the need for repetition during the handoff. 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

    Read More:

  • 24. CX Cloud in Salesforce After-Call Work Component

    The Genesys Cloud After-Call Work (ACW) component can now be embedded directly into Salesforce record pages via CX Cloud. This brings Agent Copilot suggestions and ACW timers into the Salesforce interface, unifying the agent experience. Licenses:

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

    Read More:

  • 25. API to List Past Recognitions

    A new API allows developers to query past recognitions sent or received by users. This data can be used to display gamification history or integrate recognition data into external performance dashboards. Licenses:

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

    Read More:

  • 26. Real-Time Agreement Rates in Evaluation Forms

    The Evaluation Form Editor now displays real-time agreement rates for AI-scored questions. This visibility helps administrators fine-tune evaluation forms and questions to ensure higher accuracy and consistency in automated scoring. 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 AI Experience
    • Genesys Cloud EX

    Read More:

  • 27. Reply-To Field in Email Transcripts

    Email transcripts now include the “Reply-To” header when present. This helps agents and supervisors identify the correct contact address, especially when dealing with emails forwarded from distribution lists or group aliases. Licenses:

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

    Read More:

  • 28. Long-Term Forecast and Schedule Generation Up to 104 Weeks

    Workforce management forecasts and schedules can now be generated up to 104 weeks (2 years) in advance. This extended horizon supports long-term capacity planning and budgeting activities. Licenses:

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

    Read More:

  • 29. Generate Web Survey Links on Demand with an API

    A new public API allows for the on-demand generation of unique, secure web survey URLs. These links can be sent via any channel (like SMS or chat apps) while ensuring the response is securely linked to the specific interaction for reporting. Licenses:

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

    Read More:

  • 30. Granular Evaluation Metrics in the Evaluation Aggregate API

    The Evaluation Aggregate API now provides granular metrics down to the question and answer level. This allows for detailed reporting on specific evaluation criteria, helping to identify precise areas for agent coaching and improvement. Licenses:

    • 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 EX

    Read More:

  • 31. Outbound Limit Alerts for Voice Campaigns in the Operations Console

    Administrators can now receive alerts in the Operations Console when voice campaigns are throttled due to Calls Per Second (CPS) limits. This real-time visibility helps teams adjust pacing or capacity to maintain campaign performance. Licenses:

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

    Read More:

  • 32. Set Post-Call Actions for Voice Calls Using Public APIs

    Developers can now use public APIs to set or clear Mandatory Post-Call Actions (MPCA) dynamically during a call. This allows for flexible assignment of post-call tasks, such as surveys or transfers, based on real-time call events. Licenses:

    • Communicate

    Read More:

  • 33. Improved Native Voice Transcription Accuracy for Spanish Dialects

    The native voice transcription engine has been updated to provide higher accuracy for Spanish (Spain and US) dialects. This improvement ensures better quality transcripts for analytics and AI-driven features in these languages. Licenses:

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

    Read More:

  • 34. Conditional Access Policy Support for Microsoft Entra ID

    Genesys Cloud now supports Conditional Access policies when using Microsoft Entra ID (Azure AD) for authentication. This allows organizations to enforce security rules, such as device compliance or location checks, before granting access to the desktop app. Licenses:

    • All licenses include this feature.

    Read More:

  • 35. Send Group Voicemail Notifications to the Group Email Address

    Group voicemail notifications can now be sent to a shared group email address. This ensures all members of the group are notified of new messages simultaneously without needing to check individual inboxes or dial into a voicemail system. Licenses:

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

    Read More:

  • 36. Add Standalone Phones to Groups for Group Ring

    Standalone phones (common area phones) can now be added to Ring Groups. This allows shared devices in locations like warehouses or lobbies to ring alongside agent extensions, improving call answer rates in shared workspaces. Licenses:

    • All licenses include this feature.

    Read More:

  • 37. Showing IPs Used by Genesys Cloud for Local Key Management (LKM)

    Organizations using Local Key Management (LKM) can now retrieve the specific IP addresses Genesys Cloud uses to contact their key service via API. This allows for tighter firewall rules and improved security for encryption key storage. Licenses:

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

    Read More:

  • 38. Update to Regional Feature Deployment Schedule Effective January 12, 2026

    Genesys Cloud announced the adjustment of the regional feature deployment schedule. Effective January 12, 2026, releases will occur from Tuesday to Friday to enhance stability and allow for better release management across regions. Licenses:

    • Open Platform

    Read More:

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.