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New Features — November 2025

  • 1. Streamlined Navigation and Information Architecture Update

    Genesys Cloud has automatically switched to the new Navigation and Information Architecture as the default interface for all users. This update reorganizes the menu structure to improve findability and consistency without removing existing functionality. Key changes include a unified global menu, repositioned top-bar elements (like Inbox and Collaborate), and an enhanced global search that now includes menu items.

    Licenses:

    • Collaborate
    • Communicate
    • Genesys Cloud Analytics Add-on (A3S)
    • 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 4
    • Genesys Cloud AI Experience
    • Work Automation Add-on

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  • 2. BYOC Premises Edge Devices in Edges List View

    Administrators can now filter the Edges list view to show only BYOC Premises Edge devices, excluding cloud media instances. This update allows for better focus on physical hardware management and introduces visibility into concurrent call capacity and calls-per-second limits for each organization.

    Licenses:

    • All licenses include this feature.

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  • 3. Control Agent Transfer Capabilities via Permissions

    Administrators can now use specific permissions to control whether agents are allowed to transfer interactions. This granular control allows organizations to restrict or enable transfer methods and destinations based on agent roles.

    Licenses:

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

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  • 4. Inactivity Handling for Messaging Interactions

    Administrators can now configure inactivity timers for messaging interactions. If a customer or agent remains inactive for a set period, the system can automatically disconnect the conversation or route it to an Architect flow, helping to free up agents and maintain queue efficiency.

    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

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  • 5. Topic Miner Support for Arabic and Hindi Dialects

    Topic miner now supports multiple Arabic dialects (UAE, Bahrain, Egypt, Israel, Saudi Arabia) and Hindi (India). This allows administrators and analysts to mine interactions in these languages to discover emerging topics and trends.

    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 4
    • Genesys Cloud EX
    • Genesys Cloud AI Experience

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  • 6. Agent-to-Agent Consult and Warm Transfer for Messaging

    Agents handling messaging interactions can now initiate a consult with another agent before transferring the conversation. This warm transfer capability ensures the receiving agent has full context, improving collaboration and the customer experience.

    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

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  • 7. Custom Prompts in Advanced Summary Configurations

    Administrators can now create custom prompts (up to 3,000 characters) for Agent Copilot summaries. This allows organizations to tailor how AI summarizes interactions, ensuring the output aligns with specific business requirements and formats.

    Licenses:

    • Genesys Cloud 3
    • Genesys Cloud AI Experience

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  • 8. Live Character Counter for ACW Notes

    A live character counter is now available in the After Contact Work (ACW) notes field. Agents can see their character usage in real-time, with visual indicators when they approach or exceed the text limit, reducing errors and saving time.

    Licenses:

    • 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 4

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  • 9. Internationalized Date Formats in Genesys Tempo

    The Genesys Tempo mobile app now displays dates based on the user’s device locale settings (e.g., D/M/YY vs. M/D/YY). This ensures a consistent and intuitive experience for workforce management users globally.

    Licenses:

    • 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 EX

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  • 10. Rule-Based Decisions and String List Attribute Support

    Administrators can now use rule-based decisions to create complex routing logic using rule schemas and decision tables. Additionally, a new “List of String” attribute allows for grouping values, simplifying the design of decision tables and flow logic.

    Licenses:

    • Genesys Cloud CX 1
    • Genesys Cloud CX 2
    • Genesys Cloud CX 2 Digital
    • Genesys Cloud CX 3
    • Genesys Cloud CX 3 Digital
    • Genesys Cloud CX 4

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  • 11. API Responses No Longer Include OAuth Client Secret

    To enhance security, the OAuth client secret is now only visible at the moment of creation or regeneration. It will no longer be returned in API responses, requiring administrators to store it securely immediately upon generation.

    Licenses:

    • All licenses include this feature.

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  • 12. Genesys Tempo Enabled by Default with Allowed IP Addresses

    Genesys Tempo is now automatically included in the Allowed IP Addresses list. This allows organizations to restrict access to specific IP ranges while ensuring mobile users can still access the Tempo app without additional manual configuration.

    Licenses:

    • All licenses include this feature.

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  • 13. SAML Assertion Decryption Support for SSO

    Genesys Cloud now supports the decryption of SAML assertions for Single Sign-On (SSO) integrations. Identity Providers can encrypt assertions using Genesys Cloud’s public certificate, which the platform then decrypts, enhancing security for authentication data.

    Licenses:

    • All licenses include this feature.

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  • 14. Customer First Callback Support in Outbound Campaigns

    Outbound campaigns now support “Customer First” callbacks. The system can dial the customer first and only connect an agent once the customer answers, aligning campaign behavior with queue settings and improving agent productivity.

    Licenses:

    • All licenses include this feature.

    Read More:

  • 15. Use Custom SMTP Servers for Email Campaigns and Agentless Email

    Organizations can now configure custom SMTP servers for outbound email campaigns and agentless emails. This provides greater control over email delivery and allows businesses to leverage their existing email infrastructure.

    Licenses:

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

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  • 16. Messenger Support for List Picker

    Genesys Messenger now supports List Pickers, allowing bots to present users with structured, selectable options. This simplifies user input during self-service interactions and reduces errors compared to free-text entry.

    Licenses:

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

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  • 17. Analytics Conversation Detail Jobs API Extended Data Retrieval

    The Analytics Conversation Detail Jobs API now supports retrieving data for conversations older than five years. This removes previous retention limits for API access, aiding organizations with long-term compliance and auditing needs.

    Licenses:

    • All licenses include this feature.

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  • 18. Microsoft Teams Integration Without Independent SBC

    Genesys Cloud trunks can now connect directly to Microsoft Teams Direct Routing without requiring an independent Session Border Controller (SBC). This simplifies the architecture and deployment for integrating Teams telephony.

    Licenses:

    • All licenses include this feature.

    Read More:

  • 19. Create AI Guides from Uploaded Process Documents

    Administrators can now upload process documents (like SOPs) to automatically generate AI Guides. This significantly speeds up the creation of virtual agents and ensures that AI behavior aligns with approved internal documentation.

    Licenses:

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

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  • 20. Group ID for Subsequent Participant Segments in Group Calls

    When voice interactions are transferred to a group, the Group ID is now preserved for subsequent participant segments. This improves reporting accuracy by allowing analysts to identify and filter group-related events like “Not Responding” or “RONA.”

    Licenses:

    • All licenses include this feature.

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  • 21. Support for Authenticated Web Messaging in Single Customer View

    Authenticated web messaging is now supported in the Single Customer View. This allows agents to see a complete history of interactions for authenticated users, improving identity resolution and context across channels.

    Licenses:

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

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  • 22. Apple Messages for Business Forms

    Support for Apple Messages for Business forms has been added. Agents and bots can now send structured forms to customers within the Apple Messages channel, facilitating secure and organized data collection.

    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

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  • 23. Introducing Content Exploration View

    A new Content Exploration view is available for business analysts to visualize and explore interaction transcripts. Users can filter by topics, sentiment, and keywords to identify trends and perform root cause analysis.

    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

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  • 24. AI-Generated Answers for Auto-Suggested Articles on Agent Copilot

    Agent Copilot can now generate AI-curated answers from knowledge base articles. Instead of just suggesting an article, the AI synthesizes a direct answer to the customer’s question, helping agents respond faster.

    Licenses:

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

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  • 25. Display Checklists Through Agent Copilot

    Administrators can configure Agent Copilot to display interactive checklists during calls. These checklists help agents follow required procedures or compliance steps, with items capable of being checked off manually or automatically by the AI.

    Licenses:

    • Genesys Cloud AI Experience

    Read More:

  • 26. Voice Processing Prompt for Agentic Virtual Agents

    Administrators can now configure audio prompts that play while an Agentic Virtual Agent is processing a response. This “thinking sound” or custom message reduces dead air and keeps the user engaged while the AI generates an answer.

    Licenses:

    • Genesys Cloud 4
    • Genesys Cloud AI Experience

    Read More:

  • 27. Adherence Widget Available in the Activity View

    Agents can now view their schedule adherence directly within the Activity view widget. This provides real-time visibility into scheduled vs. actual activity, helping agents stay on target without leaving their primary workspace.

    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:

  • 28. Automatic Submission of Completed AI Evaluations

    Evaluation forms can now be configured to auto-submit once all questions are answered by AI Scoring. This streamlines the quality management process by reducing manual review time for fully scored interactions.

    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

    Read More:

  • 29. Screen Recording System Resource Optimization

    Genesys Cloud now streams each monitor only once for concurrent digital interactions. This optimization reduces bandwidth and system resource usage when agents are handling multiple digital interactions simultaneously.

    Licenses:

    • 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

    Read More:

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