New Features — July 2025

• 1. Audit Logging for SAML Authentications

  SAML login attempts are now captured in audit logs, matching the existing logging for native Genesys Cloud logins. Failed SAML authentications can be viewed in Audit Viewer (Real Time API), while successful ones are available via the Async API. The Developer Center’s Action Catalog now includes entity and action details. No additional setup is needed.

  Licenses:

  • All licenses include this feature.
    

  Read more:

  • https://developer.genesys.cloud 
    
  • https://genesyscloud.ideas.aha.io

• 2. Expanded SSO Integrations per Identity Provider

  Administrators can configure up to 30 SSO integrations for a single or multiple IdPs. Enhancements include authentication request signing, a reorganized SSO setup UI, and customization options for login screens (name/logo).

  Licenses:

  • Collaborate; Genesys Cloud 1; 2; 3

  Read more:

  • https://help.mypurecloud.com/docs/add-multiple-single-sign-on-providers-to-genesys-cloud
    
  • https://genesyscloud.ideas.aha.io
    

• 3. Redesigned Messenger App Provisioning

  Messenger apps (Messaging, Co-browse, Knowledge, Journey Tracking) can now be provisioned individually, enabling modular deployment for only the needed tools. This improves control, flexibility, and management.

• 4. WhatsApp Per-Message Pricing Support

  Genesys Cloud now aligns with Meta’s updated WhatsApp pricing model, shifting to per-message billing for improved quality and relevance in communications.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/messaging-pricing
    
  • https://genesyscloud.ideas.aha.io

• 5. Call Forwarding with Group Search

  Users can now search for and select groups when forwarding calls. Groups and associated numbers are displayed, with automatic backend mapping for accurate routing.

  Licenses:

  • Communicate
    

  Read more:
  

  • https://help.mypurecloud.com/docs/forward-your-calls
    
  • https://genesyscloud.ideas.aha.io
    

• 6. Policy-Based Station-Side Call Recording

  Admins can capture calls directly at user stations based on company policy, including internal calls, for improved compliance and quality coverage.
  

  Licenses:

  • Genesys Cloud 1; 1 Digital Add-on II; 1 WEM Add-on II; Cloud 2; 2 Digital; 2 WEM Add-on I; Cloud 3; 3 Digital; Cloud 4; Cloud EX Genesys Cloud Resource Center+3Genesys Cloud Resource Center+3Genesys Cloud Resource Center+3
    

  Read more:
  

  • https://help.mypurecloud.com/docs/call-recording-overview
    
  • https://help.mypurecloud.com/docs/configure-webrtc-phone
    
  • https://help.mypurecloud.com/docs/access-control-transactional-objects
    
  • https://genesyscloud.ideas.aha.io

• 7. Consolidated Evaluation Data Views

  Evaluation and calibration data are now accessible through consolidated reporting views, replacing the Performance > Overview (Evaluations) page. A new “My Assigned Evaluations” view helps evaluators manage workload and track completion.
  

• 8. Extended WFM Time-Off Window and Fixed Date Option

  Agents can submit time-off requests up to two years in advance. A Fixed Date setting lets organizations set a specific cut-off date for requests.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/add-management-unit
    
  • https://help.mypurecloud.com/docs/manage-management-unit
    
  • https://genesyscloud.ideas.aha.io
    

• 9. Deprecation – Chat Webhooks Integration (Effective July 7, 2025)

  Webhook integrations for specific third-party chat notifications (e.g., GitHub, JIRA, Zendesk) are retired. Customers must migrate to Webhooks for Events and workflows.

  Read more:

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

• 10. Recover Deleted Dashboards

  Admins can restore dashboards deleted in the last 30 days from Performance Dashboard Summary or Owners pages, with filtering by owner.

  Licenses:

  • All licenses include this feature.
    

  Read more:
  

  • https://help.mypurecloud.com/docs/performance-dashboard-owners
    
  • https://help.mypurecloud.com/docs/add-and-edit-performance-dashboards
  • https://help.mypurecloud.com/docs/recover-deleted-performance-dashboards

• 11. Flow Outcomes & Milestones in Journey Management

  Flow outcomes and milestones from Architect are now visible in Journey Management with full grouping, filtering, and segmentation.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/list-of-events-and-attributes-in-journey-management
    
  • https://help.mypurecloud.com/docs/about-journey-management
    
  • https://help.mypurecloud.com/docs/journey-management-overview
    
  • https://genesyscloud.ideas.aha.io
    

• 12. Collaborate Read/Unread Message Sync (Postponed to July 17, 2025)

  Read/unread states now sync across mobile, desktop, and web, resolving notification inconsistencies. Requires updated Collaborate apps.

  Licenses:

  • Collaborate
    

  Read more:
  

  • https://help.mypurecloud.com/docs/send-a-chat-message
    
  • https://genesyscloud.ideas.aha.io
    

• 13. Configurable Outbound Routes for Customer First Callbacks

  Admins can assign outbound dialing routes per queue for Customer First Callbacks, enabling location-based routing and resource control.
  

  Licenses:

  • Genesys Cloud 1; Cloud 2; Cloud 3; Cloud 4; No restriction by user or required user to access
    

  Read more:

  • https://help.mypurecloud.com/docs/create-and-configure-queues
    
  • https://genesyscloud.ideas.aha.io

• 14. Knowledge Workbench V2 Accessibility Improvements

  UI updates include better contrast, color adjustments, and extended keyboard navigation for improved accessibility.

  Licenses:

  • Genesys Cloud 1; 1 Digital Add-on II; Cloud 2; 2 Digital; Cloud 3; 3 Digital; Genesys Cloud AI Experience
    

  Read more:
  

  • https://help.mypurecloud.com/docs/about-the-knowledge-workbench-v2

• 15. Virtual Agent Performance Dashboard

  A new dashboard offers detailed performance and usage insights for Virtual Agents, aiding optimization and ROI evaluation.

  Licenses:

  • Genesys Cloud 1; 1 Digital Add-on II; Cloud 2; 2 Digital; Cloud 3; 3 Digital; Genesys Cloud AI Experience
    

  Read more:
  

  • https://help.mypurecloud.com/docs/virtual-agent-performance-dashboard
    
  • https://help.mypurecloud.com/docs/insights-and-optimizations-menu-overview

• 16. New Bot Metrics in Optimization Dashboard

  “Contained” and “Transferred” metrics provide better visibility into interactions handled by bots and those escalated to agents.

  Licenses:

  • Same as above (Cloud 1; 1 Digital Add-on II; 2; 2 Digital; 3; 3 Digital; AI Experience)

  Read more:
  

  • https://help.mypurecloud.com/docs/insights-and-optimizations-menu-overview
    

• 17. Enhanced AI-Powered Slot Configuration

  Flow authors can set slot length limits, support special characters, customize prompts, and use improved slot correction. Architect test widget now supports multi-turn conversations and partial slot collection.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/use-ai-powered-slot-types-in-a-bot-flow
    
  • https://help.mypurecloud.com/docs/ask-for-slot-action

• 18. Unlimited Archived Recording Restorations

  Supervisors can restore any number of archived recordings in a single step, removing prior limits and streamlining workflows.

  Licenses:

  • Genesys Cloud 1; Cloud 2; Cloud 3; Cloud EX
    

  Read more:
  

  • https://help.mypurecloud.com/docs/retrieve-archived-interactions
    
  • https://genesyscloud.ideas.aha.io

• 19. Deprecation – Updating User Presence Without Permissions (Effective July 20, 2025)

  Updating another user’s presence will require the Presence > User Presence > Edit permission.
  

  Licenses:

  • All licenses include this feature.
    

  Read more:

  • https://help.mypurecloud.com/docs/deprecation-permission-enforcement-change-to-update-another-user-s-presence-with-the-patch-api

• 20. Deprecation – External Contacts Merge API Changes (Effective November 17, 2025)

  Old merge endpoint and field will be replaced by a new endpoint and fields (mergedTo, mergedFrom) with support for merging up to 25 contacts.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/deprecation-of-current-external-contacts-merge-endpoint
    
  • https://help.mypurecloud.com/docs/deprecation-of-contact-mergeOperation-field-in-external-contacts-api
    
  • https://help.mypurecloud.com/docs/about-external-contacts

• 21. Architect Support for External Contacts

  Built-in variables now allow referencing and promoting external contacts directly within Architect flows without custom actions.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/promote-external-contact-action
    

• 22. Internal Article Linking in Knowledge Base

  Users can navigate to related articles within the same knowledge base with new breadcrumb navigation for easier browsing.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/about-the-knowledge-portal
    
  • https://genesyscloud.ideas.aha.io

• 23. Extended Transcript Search to 90 Days

  Search capabilities for transcripts now cover up to 90 days of interaction history.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/content-search-view
    
  • https://help.mypurecloud.com/docs/content-search-for-how-long-can-you-search-for-an-interaction
    
  • https://genesyscloud.ideas.aha.io
    

• 24. Improved Portuguese Transcription Readability

  Enhancements to punctuation, capitalization, and number formatting improve transcript clarity for Portuguese dialects.

  Licenses:

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

  Read more:
  

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

• 25. Exclude Existing Topics from Topic Mining

  Admins can filter out already-configured topics/phrases, reducing duplicates and focusing on new conversation patterns.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/use-ignore-lists-to-refine-topic-miner-suggestions
    
  • https://help.mypurecloud.com/docs/topic-miner-overview
    
  • https://help.mypurecloud.com/docs/add-a-new-topic-miner
    
  • https://genesyscloud.ideas.aha.io

• 26. Manage Expiring/Expired Exports in Scheduled View

  Expiring and expired exports are now visible in analytics workspace, with options to renew, download, or copy IDs for troubleshooting.

  Licenses:

  • All licenses include this feature.
    

  Read more:
  

  • https://help.mypurecloud.com/docs/scheduled-exports-view
    

• 27. Agent App Focus Mode

  Agents can expand supported apps to full workspace view, hiding other panels for better visibility and focus.
  

  Licenses:

  • Genesys Cloud 1; 1 Digital Add-on II; 1 WEM Add-on II; Cloud 2; 2 Digital; 2 WEM Add-on I; Cloud 3; 3 Digital; Cloud 4; Genesys Cloud AI Experience
    

  Read more:
  

  • https://help.mypurecloud.com/docs/activate-focus-mode

• 28. Collaborate Message Sync Enhancement (Postponed to July 31, 2025)

  Similar to #12 but updated release date; ensures consistent message states across platforms.

  Licenses:

  • Collaborate
    

  Read more:
  

  • https://help.mypurecloud.com/docs/send-a-chat-message
    
  • https://genesyscloud.ideas.aha.io

• 29. New Language Support for Agent Copilot & Virtual Agent

  Added support for Danish (da-DK), Finnish (fi-FI), and Norwegian (nb-NO).

  Licenses:

  • Genesys Cloud 1; 2; 2 Digital; Cloud 3; 3 Digital; Cloud 4; Genesys Cloud AI Experience
    

  Read more:
  

  • https://help.mypurecloud.com/docs/genesys-cloud-supported-languages
    
  • https://help.mypurecloud.com/docs/about-genesys-agent-copilot
    
  • https://help.mypurecloud.com/docs/about-genesys-virtual-agent
    
  • https://genesyscloud.ideas.aha.io

• 30. Virtual Agent Support for Additional Languages

  Added support for Arabic (ar-AE), Hindi (hi-IN), Korean (ko-KR), and Swiss German (de-CH).

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/genesys-cloud-supported-languages
    
  • https://help.mypurecloud.com/docs/about-genesys-virtual-agent
    
  • https://genesyscloud.ideas.aha.io

• 31. Set Limits on Shift Types & Weekend Work

  Admins can define limits for certain shift types and required weekend work in schedules to ensure fair distribution.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/set-up-the-work-plan-s-configuration
    
  • https://help.mypurecloud.com/docs/configure-the-work-plan-s-daily-shifts
    
  • https://help.mypurecloud.com/docs/manage-a-work-plan-s-weekly-configuration
    
  • https://genesyscloud.ideas.aha.io

• 32. Increased AI-Scored Questions in Evaluation Forms

  Limit increased from 15 to 20 AI-scored questions per form, enabling more detailed automated evaluations.

  Licenses:

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

  Read more:
  

  • https://help.mypurecloud.com/docs/automated-scoring-options-in-evaluation-forms