New Features — March 2025

• 1. Attribute-Based Access Control (ABAC)

  Administrators can now enforce more granular access control within Genesys Cloud using the new attribute-based access control (ABAC), in addition to the existing role-based access control (RBAC). This allows administrators to define more specific permissions, preventing unauthorized role changes or profile edits. For example, administrators can restrict users from changing certain profile fields, such as contact details, unless they have supervisor or admin permissions.​

  Licenses:

  • All licenses include this feature.​
    

  Read More: Attribute-Based Access Control overview​
  

• 2. Outbound WhatsApp Campaigns Support

  Administrators can now create and manage outbound WhatsApp campaigns within Genesys Cloud. This feature allows businesses to send personalized, large-scale WhatsApp messaging campaigns using pre-approved message templates.​

  Licenses:

  • Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital.​
    

  Read More: Create a WhatsApp campaign​
  

• 3. Agent Activity API Enhancements

  Administrators can now use the analytics agent activity API to monitor agents’ real-time conversation activity with enhanced filtering and sorting capabilities.​

  Licenses:

  • All licenses include this feature:​ Genesys Cloud Resource Center+1 Genesys Cloud Resource Center+1
    

  Read More: Analytics APIs​

• 4. Agent Timeline Detail View

  Supervisors now have access to a comprehensive visual representation of agents’ conversations, showing primary, secondary, and routing statuses. This aids in workflow management by providing a clear overview of agent activities.​

  Licenses:

  • All licenses include this feature.​
    

  Read More: Agent Timeline Detail view​
  

• 5. Retrieve Estimated Wait Time (EWT) by Label

  Supervisors can use the EWT API to retrieve estimated wait times for specific labels within a queue and media type, enhancing queue management and resource allocation.​

  Licenses:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.​

  Read More: Overview of utilization labels​
  

• 6. Prevent Agents from Staying On Queue Without a Selected Station

  Administrators can now ensure agents select a station before going on queue by adjusting permissions. This prevents agents from disassociating from a station while on queue, ensuring proper call routing and resource management.​

  Licenses:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.​
    

  Read More: Change your status​
  

• 7.  Interactive Charts for Journey Analysis

  Administrators can create and manage up to 10 interactive charts within the Journey Analysis canvas. This aids in understanding event trends and customer behavior patterns, providing valuable insights for decision-making.​

  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.​
    

  Read More: Create journey visualization​
  

• 8. Non-Default Content Profile Support for SMS

  Administrators can now configure the SMS channel to use a non-default content profile, allowing additional file types to be shared in inbound and outbound SMS conversations. This provides greater flexibility in SMS-based communication.​

  Licenses:

  • Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital.​
    

  Read More: Assign content profile​
  

• 9. Genesys Cloud CX 4 License Introduction

  Genesys Cloud now offers an AI-powered base license package, Genesys Cloud CX 4. This new package enables organizations to utilize key AI-powered capabilities with a single seat price, leveraging the full potential of the platform.​

  Licenses:

  • Genesys Cloud CX 4.​
    

  Read More: About Genesys Agent Assist​

• 10. On-Demand Voice and Digital Transcript Translation

  Agents and supervisors can now translate voice and digital transcripts on-demand into supported languages. This enhances understanding and analysis of interactions, facilitating better customer service.​

  Licenses:

  • Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3, Genesys Cloud 3 Digital.​
    

  Read More: Genesys Cloud supported languages

• 11. AI-Generated Interaction Transcript Summaries

  Supervisors can now view AI-generated summaries of interaction transcripts. This provides quick insights into customer interactions without the need to read full transcripts, improving efficiency in monitoring and evaluation.​

  Licenses:

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

• 12. Genesys Cloud for X (Twitter) Direct Messaging Integration

  Administrators can now integrate X (formerly Twitter) Direct Messaging as a native messaging channel within Genesys Cloud. This allows agents to respond privately to customer messages sent to an organization’s X business account, supporting both direct conversations and public posts that transition into private conversations.​

  Licenses:

  • Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital.​
    

  Read More: Configure ACD messaging for X (Twitter) Direct Messaging​, Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2

• 13. Sensitive Data Masking Support for English Chat and Messaging Transcripts

  Genesys Cloud now supports sensitive data masking in English for chat and messaging transcripts, enhancing data security and compliance by automatically redacting sensitive information from transcripts.​ Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2

  Licenses:

  • Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3.​
    

  Read More: Genesys Cloud supported languages​
  

• 14. Agent Copilot Configuration Experience Improvements

  The Agent Copilot configuration interface has been enhanced to provide a more intuitive and streamlined experience for administrators, simplifying the setup and management of Agent Copilot features.​

  Licenses:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.​
    

  Read More: Configure Agent Copilot​

• 15. Extended Voice Transcription Services Support for Turkish

  Genesys Cloud’s voice transcription services now support Turkish (tr-TR), enabling accurate transcription of voice interactions in Turkish.​Genesys Cloud Resource Center

  Licenses:

  • Genesys Cloud 1 WEM Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3.​
    

  Read More: Genesys Cloud supported languages​
  

• 16. Support Sentiment and Empathy Analysis for Hindi (Hi-IN)

  Sentiment and empathy analysis capabilities are now available for interactions in Hindi (Hi-IN), allowing organizations to assess customer sentiments and agent empathy effectively in Hindi conversations.​ Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2

  Licenses:

  • Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3.​
    

  Read More: Genesys Cloud supported languages​
  

• 17. Date Range and Complete Transfer Type Support for Journey Flows in Architect

  Architect’s Journey Flows now support customizable date ranges and complete transfer types, providing more flexibility in designing and managing customer journey flows.​ Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2

  Licenses:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.​
    

  Read More: Journey Flows in Architect​, Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2
  

• 18. Unified Experience from Genesys and ServiceNow Embedded Voice Interactions

  The Unified Experience integration between Genesys Cloud and ServiceNow now supports embedded voice interactions, allowing agents to handle voice calls directly within the ServiceNow interface.​ Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2

  Licenses:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.​
    

  Read More: Unified Experience from Genesys and ServiceNow, ​Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2
  

• 19. Unified Experience from Genesys and ServiceNow with External Routing Support

  The Unified Experience integration now includes support for external routing, enabling more complex and customized routing scenarios between Genesys Cloud and ServiceNow.​ Genesys Cloud Resource Center+1Genesys Cloud Resource Center+1

  Licenses:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.​
    

  Read More: Unified Experience from Genesys and ServiceNow

• 20. Typing Indicators in Mobile Messenger

  Participants can now see when the other party is typing in Mobile Messenger conversations, indicated by three dots preceding a response. This feature aligns Mobile Messenger with web messaging capabilities, ensuring a more consistent experience across platforms. Genesys Cloud Resource Center

  Licenses:

  • Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud 2 Digital, Genesys Cloud 3, Genesys Cloud 3 Digital.​
    

  Read More: Mobile Messenger feature comparison matrix,​ Genesys Cloud Resource Center+1Genesys Cloud Resource Center+1
  

• 21. Journey Management Date Range Configuration

  Journey Management users can refine the date range in their journey queries by choosing from preset ranges, such as yesterday or the last 30 days, or customizing a specific date range up to the last 365 days. This enhancement enables organizations to align journey data with other reporting tools, effectively benchmark results, and gain more relevant customer journey insights.​

  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.​
    

  Read More: Create a new journey visualization with Journey Management​
  

• 22. Conversation Summaries on Transfer with Agent Assist and Agent Copilot

  Genesys Cloud now automatically generates conversation summaries when agents using Agent Assist or Agent Copilot transfer calls to another agent. The receiving agent gains immediate context, enhancing continuity and customer experience.​

  Licenses:

  • Genesys Cloud 1 Digital Add-on II, Genesys Cloud 2 WEM Add-on I, Genesys Cloud 3.​
    

• 23. Genesys Enhanced TTS Now Includes Amazon Polly Neural Voices

  Genesys Enhanced Text-to-Speech (TTS) now integrates Amazon Polly Neural voices, offering more natural and lifelike speech synthesis options for voice interactions.​

  Licenses:

  • Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3.​
    

  Read More: About Genesys Enhanced Text-to-Speech​
  

• 24. Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium Language Support

  Genesys Dialog Engine Bot Flows and Digital Bot Flows now support the Belgium language (nl-BE), expanding the range of languages available for bot interactions.​

  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.​
    

  Read More: Genesys Cloud supported languages​
  

• 25. Trigger Process Automation from Coaching or Learning State Changes

  Administrators can now configure triggers to initiate process automation when there are state changes in coaching or learning sessions. This feature enhances workflow automation by allowing automatic actions based on specific events in employee development activities.​

  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: Create a development and feedback module, ​Genesys Cloud Resource Center+1Genesys Cloud Resource Center+1
  

• 26. Deprecation: BYOC Premises – Genesys Hardware Solution

  On December 1, 2026, Genesys will no longer support the BYOC Premises – Genesys Hardware Solution. This deprecation affects organizations using Genesys-provided hardware for their BYOC Premises deployment. Genesys recommends transitioning to cloud-based solutions to ensure continued support and functionality.​Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2Genesys Cloud Resource Center+2

  Licenses:

  • All licenses include this feature.​ Genesys Cloud Resource Center+1Genesys Cloud Resource Center+1

  Read More: Deprecation: BYOC Premises – Genesys Hardware Solution,​ Genesys Cloud Resource Center