New Features — June 2026

• 1.
  Mobile Messenger Time Slot Picker
  

  Customers booking on mobile chat can pick appointment slots without leaving the conversation—the same Architect time picker experience already available on web messaging. Scheduling stays inside the thread, which cuts handoffs and keeps mobile and web journeys aligned. 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

  Read More: https://help.genesys.cloud/378127

• 2.
  Messenger Input Forms for Digital Bot Flows
  

  Digital bots can now serve native input forms inside Messenger—dropdowns, checkboxes, date pickers, and free-text fields in one guided step. Customers review entries before submitting, which collects structured data faster and with fewer back-and-forth messages. 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/394653

• 3.
  Expanded Web Messenger Language Support
  

  Messenger now localizes for British, Australian, and Irish English, Swiss German, and Slovak—matching what the customer’s browser or device reports. Global brands can greet visitors in a familiar dialect without maintaining separate messenger deployments per locale. 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/67963

• 4.
  Organization-Level Routing Rate Limits
  

  During routing spikes, Genesys Cloud throttles agent assignment evaluations at the organization level (default cap: 1,000 per second). Conversations stay queued rather than overwhelming the platform; the Operational Console logs when limits hit and processing resumes automatically as capacity frees up. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 1 WEM 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://developer.genesys.cloud/platform/operational-event-catalog/routing/routing-1102

• 5.
  Caller ID Inheritance for Agent-Created Callbacks
  

  When an agent schedules a customer-first callback, the return call shows the same caller ID as the original outbound attempt—not a generic queue or trunk number. Customers recognize who is calling back, which lifts answer rates and keeps the conversation thread intact. Licenses:

  • All licenses include this feature.

• 6.
  Case Record Comments
  

  Agents and supervisors can attach free-form comments to case records—with author name and timestamp—alongside structured case data. Teams capture context, coaching notes, and rationale through the case lifecycle without exporting to side channels. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/413247

• 7.
  Sensitive Data Masking for Hebrew and Turkish
  

  PCI-style sensitive data masking now covers Hebrew and Turkish on both voice and messaging transcripts. Compliance teams in those markets can redact regulated fields in analytics and QA without turning off transcription entirely. 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/67963

• 8.
  Program-Level Sentiment and Empathy Controls
  

  Turn sentiment and empathy analytics on or off per quality program—not globally. Organizations operating under regional labor rules or internal data policies can run AI insights where allowed and disable them where they are not, without splitting the tenant. 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/222193

• 9.
  1,000-Term Native Transcription Dictionary
  

  Custom dictionary capacity for native transcription doubles from 500 to 1,000 terms. Healthcare, finance, and other jargon-heavy industries can teach the engine more product names, acronyms, and brand phrases—lifting transcript quality and topic hit rates. 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/334091

• 10.
  Sharper Native English Transcription
  

  A refreshed native transcription engine trains on broader English accent and domain data—healthcare and finance included. Supervisors and analysts get cleaner transcripts downstream, which strengthens summaries, quality scoring, and search without changing your existing STA setup. 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

• 11.
  Lakehouse Conversation Data Extraction API
  

  Partners and data teams can pull near-real-time, flattened conversation data through a Lakehouse Extraction API—Parquet files on a rolling three-day window—instead of stitching multiple REST calls. The feed lands cleanly in Redshift, Snowflake, and similar warehouses for enterprise reporting and BI. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/408138

• 12.
  ServiceNow Email Routing Through Genesys Cloud
  

  ServiceNow email can route through Genesys Cloud by skill, priority, and agent availability. Agents handle transfer, hold, and close from ServiceNow-native controls while Genesys owns the routing intelligence—one workspace, enterprise-grade email distribution. 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/422470

• 13.
  Architect Dark Mode and Refreshed UI
  

  Flow designers can switch Architect to a modernized interface with light or dark theme—same flows and navigation, easier on the eyes during long build sessions. Purely visual; nothing changes in how flows execute. 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

  Read More: https://help.genesys.cloud/414205

• 14.
  Stronger Knowledge Answers in Copilot and Virtual Agent
  

  Updated answer-generation models ground Agent Copilot and Virtual Agent responses more tightly in Knowledge Fabric content. Agents and customers see answers that stick closer to approved articles—with relevance and accuracy gains at the same latency profile. 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

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/407256

• 15.
  Copilot Bulk User Operations
  

  Ask Copilot in plain language to find users by queue, skill, language, or role—and update up to 50 of them in one shot. Bulk queue membership, presence, and role changes that used to mean spreadsheet exports now happen inside the admin experience. Licenses:

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/423659

• 16.
  Live Screen Monitoring for Supervisors
  

  Supervisors can watch an agent’s desktop live during ACD interactions—alongside voice or digital monitoring—for fuller context on what the agent sees. Multi-monitor setups are supported; requires Genesys Cloud Background Assistant 1.7.468 or later. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/418815

• 17.
  WhatsApp Image Carousel Template Messages
  

  Outbound WhatsApp templates can include scrollable image carousels from bots or agentless APIs—multiple product shots, titles, descriptions, and CTAs in one proactive message. Stronger visual storytelling without chaining separate template sends. 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/220588

• 18.
  Inline Images in X Direct Messages
  

  Images shared in X DMs render inside the agent interaction window—viewable and downloadable without logging into the brand’s X account. Agents respond with visual context instead of asking customers to resend media elsewhere. 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/150273

• 19.
  Supervisor Takeover for Active Messaging
  

  While monitoring a messaging interaction, authorized supervisors can remove the assigned agent and speak to the customer directly—useful when coaching is not enough and the situation needs immediate intervention. Grant access through a dedicated permission. 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/174625

• 20.
  On-Demand Interaction Summaries in Agent Copilot
  

  Agents trigger a Copilot summary mid-conversation, edit it in place, and carry it into wrap-up—so after-call work starts before the customer disconnects. The summary persists when the interaction ends. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 1 Digital Add-on II

  • Genesys Cloud CX 1 WEM 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

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/381215

• 21.
  Agent Copilot Checklist Upgrades
  

  Copilot checklists grow more practical: agents can work through multiple lists in one interaction (surfaced at start or when intents fire), and admins can require an exact spoken or typed phrase before an item checks off—tightening compliance on scripted steps. Licenses:

  • Genesys Cloud CX AI Experience

  Read More: https://help.genesys.cloud/400206

• 22.
  Workitem Dashboard Drill-Down
  

  From workitem KPI tiles, supervisors jump straight into the filtered workitem list or an agent’s performance view—queue, worktype, assignee, and due-date windows already applied. Less clicking through menus when an SLA risk needs action now. Requires Work Automation Add-on. Licenses:

  • Work Automation Add-on

  Read More: https://help.genesys.cloud/400644

• 23.
  Journey Management Charts and External Event Data
  

  Journey analysts can chart numeric event attributes—durations, scores, turn counts—with sum, average, min, and max math, and onboard external event streams via API to sit beside native Genesys data on the canvas. Richer journey pictures with less manual stitching, especially for teams migrating from Pointillist. Licenses:

  • Genesys Cloud CX 1

  • Genesys Cloud CX 2

  • Genesys Cloud CX 3

  • Genesys Cloud CX 4

  Read More: https://help.genesys.cloud/350319

• 24.
  CX Cloud Salesforce Voicemail Inbox
  

  Salesforce agents open a voicemail inbox inside CX Cloud—play messages and linked recordings without leaving the CRM. Admins embed the Lightning component on Home or App pages where reps already work. Licenses:

  • Communicate

  • Genesys Cloud 1

  • Genesys Cloud 2

  • Genesys Cloud 3

  • Genesys Cloud 4

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

• 25.
  Copilot, Virtual Agent, and Knowledge in Four New Languages
  

  Filipino, Malay, Hebrew, and Greek now run through Agent Copilot, Virtual Agent, bot flows, and Knowledge—extending AI-assisted service to teams and customers in those markets without waiting on a separate language pack. 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: https://help.genesys.cloud/67963