New Features — September 2026

• 1. Concurrent Call-Session Org Metrics

  1. Concurrent Call-Session Org Metrics Telephony admins get a live read on cloud media load—active concurrent call sessions versus configured capacity at the org level, refreshed on a regular cadence. Spot when volume is brushing against session limits before calls fail, and plan threshold changes with data instead of guesswork during peak hours. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/401695

• 2. External Contact Favorites

  Agents and supervisors can star up to 100 external contacts in Contact Management—filter the list to favorites only, toggle stars from the profile panel mid-interaction, and keep high-touch customers one click away without admin permissions. Personal speed dial for relationship-heavy roles. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/433058

• 3. Deterministic Auto-Merge for Duplicate Contacts

  When phone, email, or CRM IDs match exactly, Genesys can merge duplicate external contacts automatically—preview candidates first, turn org-wide auto-merge on or off, and review a 14-day scan log of merges and failures. Nightly cleanup replaces manual dedupe projects and keeps the single customer view trustworthy. Licenses:

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/431099

• 4. Requesting Off Queue Presence Status

  Agents with live interactions can request Break or Meal without flipping off-queue immediately—they stay On Queue for routing, reporting, and WFM adherence until ACW finishes, then Genesys moves them to the requested status. Scheduled break time no longer gets eaten by the tail end of a long call. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/432719

• 5. AI-Powered Outbound Campaign Summarization

  Ask Copilot in plain language why a voice or digital campaign is underperforming—get AI summaries of configuration, runtime health, and blocking conditions backed by system evidence instead of clicking through five admin screens and log exports. Faster root cause on stuck dialers and silent digital sends. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/428435

• 6. Apple Messages for Business Invitations

  Send Apple-approved proactive Messages—order updates, appointment reminders, travel alerts, account notices—straight into the Messages app when events fire in your journeys. Customers get secure transactional outreach without waiting for them to open chat first. Licenses:

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/429850

• 7. Native Digital User Tracking in Mobile Messenger

  Mobile Messenger SDK methods capture in-app events and journey steps without wiring the Journey App Events API by hand—agents see the same contextual trail native apps generate that web messaging already provides. Less custom instrumentation for product teams; richer handoffs for support. Licenses:

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/315731

• 8. Enhanced Workitem Preview

  Supervisors open workitem details from the list name, edit assignee, priority, and due date inline, and see skills, languages, external contact, and reporter context in one pane—no ping-pong between list and detail views during triage. Licenses:

  • Work Automation Add-on

  Read More: https://help.genesys.cloud/330554

• 9. Custom Attributes in Workitem List Columns

  Pin worktype-specific custom fields as columns on the workitem list so supervisors scan priority signals—SLA tier, product line, region—without opening every row. Queue triage gets the same at-a-glance treatment as interaction lists. Licenses:

  • Work Automation Add-on

  Read More: https://help.genesys.cloud/330554

• 10. Custom Conversation Attributes in Architect Bot Flows

  Architect bot and digital bot flows create, read, and update conversation attributes natively—plus JSON editor support—so flow authors skip custom data actions and the rate-limit roulette that comes with them. Structured context stays in-flow for routing and personalization. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/428325

• 11. External Event Schemas in Admin UI

  Business admins inspect external event schemas and configurations created through the External Event Ingestion API inside Genesys Cloud—visibility into what is onboarded and ready for journey and analytics use without spelunking API responses. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/430892

• 12. Enhanced Dictionary Management for Native Transcription

  Dictionary Management adds Display As and Boost Value for org-specific terms on native English, Spanish, and French transcription—fields adapt to the selected model so admins only see what applies. Example phrases for those variants retire over time as the newer engine no longer needs them. Licenses:

  • Genesys Cloud CX 1 WEM Add-on II

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/articles/work-with-dictionary-management/

• 13. Performance Views Data Table Upgrades

  Performance view tables gain horizontal scroll, resizable columns, keyboard and screen-reader navigation, zoom support, and high-contrast themes—WCAG 2.2 aligned exploration for analysts who live in agent and campaign detail grids. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/158089

• 14. Agent Adherence Adjustments

  Agents request adjustments when legitimate work—offline tasks, long calls bleeding into break—throws adherence off; supervisors approve or deny from the adjustments list or Schedule Editor and approved exceptions flow into adherence math. Reports reflect reality instead of punishing good work. Licenses:

  • Genesys Cloud CX 1 WEM Add-on II

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud EX

  Read More: https://help.genesys.cloud/432692

• 15. Flexible Meal and Break Times

  Agents shift scheduled meals and breaks to other slots the same day when Genesys finds service-level-safe options—auto-approved moves update the schedule immediately; admins control who can request and whether approval is required per management unit. Licenses:

  • Genesys Cloud CX 1 WEM Add-on II

  • Genesys Cloud CX 2 WEM Add-on I

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  • Genesys Cloud EX

  Read More: https://help.genesys.cloud/431430

• 16. CX Cloud Auto-Answer for Interactions

  Salesforce CX Cloud gains finer auto-answer rules by queue, campaign, user group, and channel—with earlier auto-answer on eligible outbound campaign voice to cut connect latency and an on-screen heads-up when a call is picked up automatically. Agents start talking with context instead of scrambling after the beep. Licenses:

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/432722

• 17. CX Cloud Group Voicemail Inbox

  Group voicemails sit beside personal messages in the Salesforce CX Cloud inbox—listen, mark read, filter by type, forward to a user or queue, and add notes without jumping back to Genesys Cloud for follow-up. Licenses:

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/421197

• 18. ServiceNow Unified Experience Voice Workflow Upgrades

  ServiceNow workspaces pick up agent-first callback alerts with answer, decline, transfer, and close flows—and agents can start wrap-up codes and notes while a voice call is still live when the queue allows agent-requested wrap-up. Less tab switching across CSM, ITSM, and HRSD for the same voice session. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/431270

• 19. ACD Voicemail on Salesforce Callbacks

  Callbacks in CX Cloud with Salesforce can carry an attached ACD voicemail—agents hear the recording and read the transcript before dialing back, so return calls start informed instead of cold. Licenses:

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 2

  • Genesys Cloud CX 2 Digital

  • Genesys Cloud CX 3

  • Genesys Cloud CX 3 Digital

  • Genesys Cloud CX 4

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/319047

• 20. AVA Utterance History with Triage Metadata

  AVA utterance history and CSV exports now expose turn-level triage—tool calls, knowledge lookups, data actions, guardrail outcomes—so builders spot bad turns fast and jump to Execution History or Replay with the right conversation ID. Licenses:

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/242861

• 21. Knowledge Optimizer Dashboard Enhancements

  The knowledge optimizer dashboard rolls article feedback, Knowledge Fabric answer ratings, and tighter filters into one review surface—admins see which content and generated answers need rewrites before customers keep hitting dead ends. 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

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/282046

• 22. Decision Table Version History and Rollback

  Decision tables keep version history with rollback and named snapshots—when business rules change, teams can revert a bad deploy or compare versions without rebuilding logic from scratch. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/429645

• 23. Copilot Utility Actions and Structured Response Cards

  Background Copilot tools—date math, capability lookups—can run as utility actions that skip token billing and customer-facing analytics, while structured answers for users, queues, skills, and roles render as expandable list and key-value cards instead of walls of text. Cleaner ROI reporting and easier scanning when Copilot returns admin data. Licenses:

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/416587

• 24. Granular ACD Voicemail Permissions

  Separate permissions now govern streaming versus downloading ACD voicemail recordings, independent of view and delete—compliance teams can let supervisors listen in without handing out export rights to sensitive messages. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/141069

• 25. Screen Recording on ChromeOS

  Managed ChromeOS devices can join your existing screen recording program through the Genesys Cloud WebRTC Media Helper IWA—same policies and permissions as desktop, so Chromebook-heavy fleets are not blind spots in quality monitoring. Licenses:

  • All licenses include this feature.

  Read More: https://help.genesys.cloud/433541