Genesys Cloud - December 15, 2025

Passkey support for Multi-Factor Authentication (MFA)

Genesys Cloud now supports the use of passkeys for multi-factor authentication. Previously, users could only add time-based generators (authenticator apps) as MFA devices. Passkey support enables users to add devices such as built-in authenticators (like fingerprint readers) and physical security tokens (like Yubikey) as MFA devices. If your admin enables MFA, all users must use a second factor to verify their identity during authentication. Genesys supports MFA for native login only. Single sign-on (SSO) users do not receive MFA prompts.

Custom named time zones for contactable time sets

Administrators can now create custom-named contactable time sets that map to standard IANA long-form time zones such as America/New_York. Administrators define specific dialing windows, for example, 9:00 a.m. to 12:00 p.m. or 1:00 p.m. to 5:00 p.m., and assign each window a unique name, for example, America-NewYork-Morning or America-NewYork-Afternoon. A designated field in contact lists allows outbound campaigns to reference these named time sets, enabling more granular and context-sensitive dialing rules. This enhancement provides greater flexibility when managing outreach schedules, especially for customers who require multiple contact windows within the same time zone. Genesys Cloud adds a new column to contact lists and a new field to contactable time sets as part of this update. These values automatically populate for existing contact lists and time sets using current time zone data, requiring no additional customer action. Previously, some customers created custom dialing windows by repurposing short-form time zones. This feature now gives administrators a direct way to create and name their own time zone entries, offering clearer configuration options and more flexibility in defining dialing behavior.

Digital rule sets for outbound WhatsApp campaigns

Administrators can now create pre-contact and post-contact digital rule sets for outbound WhatsApp campaigns, similar to the existing functionality for email and SMS. These rule sets let administrators define conditions the campaign evaluates before or after a message is sent and specify the actions the campaign takes when those conditions are met. This enhancement aligns WhatsApp campaigns with other outbound digital channels and supports consistent logic across messaging strategies. Pre-contact rules help validate contact attributes (for example, country or account status), before delivery, improving relevance, compliance, and deliverability. Post-contact rules enable automated actions after a message sends or receives a status update, such as adding a contact to a Do-Not-Contact list or marking an address as not contactable. The update improves operational efficiency and supports more intelligent, automated decision-making for WhatsApp campaigns. It follows recent additions of schedules and triggers, with upcoming enhancements planned, including support for contactable time sets.

Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions

Flow authors can now configure payment requests in Architect digital bot flows, enabling customers to complete transactions with Apple Pay when interacting through the Apple Messages for Business channel. This feature introduces Apple Pay as a new message type. Administrators can link an Apple Pay merchant account to their organization’s Apple Messages integration, and bot authors can send payment request messages as part of the customer journey. These capabilities allow customers to make secure purchases directly within the conversation. This features was previously released in all other commercial regions.

Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions

Flow authors can now send iMessage apps to customers from Architect digital bot flows, allowing customers with eligible Apple devices to interact with these apps when they use the Apple Messages for Business channel. This update introduces iMessage Apps as a message type in Genesys Cloud, defines how these messages appear in transcripts, and provides bot authors with a way to include iMessage application components in their flows. As a result, iOS users gain access to more interactive experiences during Apple Messages for Business conversations, which helps improve engagement and the overall quality of interactions. This features was previously released in all other commercial regions.

External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions

Administrators can now enable identity resolution and customer journey support for Apple Messages for Business, allowing agents and administrators to manage Apple Messages interactions in the same way they manage other supported social channels. Apple Messages for Business interactions now appear in the External Contacts management interface, the agent’s profile panel, and the customer journey view. This enhancement helps agents associate Apple Messages for Business interactions with new or existing contacts and review past interactions for more context. By providing clearer visibility into customer history, the feature supports more informed responses and improves continuity across conversations. This features was previously released in all other commercial regions.

Architect digital bot flow list picker support in Singapore and Mexico regions

Flow authors can now add custom list pickers in Architect digital bot flows, allowing them to present customers with interactive lists during Apple Messages for Business interactions. When multi-select is enabled, customers can choose multiple values from the list. This feature introduces list picker as a new message type in Genesys Cloud. Bot authors can configure list picker messages as part of their flows, giving Apple users an easier way to make selections and improving the overall chat experience. This features was previously released in all other commercial regions.

Authentication support in Apple Messages for Business in Singapore and Mexico regions

Flow authors can now configure authentication in Architect digital bot flows for the Apple Messages for Business channel. This feature allows customers to authenticate using OAuth2, enabling bot authors to verify identity, provide personalized support, and perform actions restricted to authenticated users. Authentication messages can be added directly to flows, giving administrators the ability to design secure, customer-specific experiences. This update also helps protect customer privacy by preventing personally identifiable information (PII) from appearing in agent transcripts. This features was previously released in all other commercial regions.

Apple Messages for Business forms in Singapore and Mexico regions

Administrators can now configure Apple Messages for Business forms to create structured input options for end customers. These forms are designed and managed through canned responses, enabling consistent and guided customer interactions. Bot authors can include form actions within conversation flows, and agents can send preconfigured forms to customers directly from the agent desktop. This enhancement helps provide a more organized, interactive, and efficient experience for both agents and customers when using the Apple Messages for Business channel. Billing will begin on a future date. This features was previously released in all other commercial regions.

通过权限控制代理传输功能

Administrators can now manage an agent’s ability to transfer interactions through permissions. This enhancement provides more granular control over which transfer methods agents may use and the destinations they are allowed to transfer to when working in the Genesys Cloud desktop, web, or embedded framework interfaces. Genesys has also retroactively applied new transfer-related permissions to existing organizations. To ensure transfers continue to operate as expected across agent roles, administrators may wish to confirm that the following permissions are appropriately assigned:

• Conversation > Communication > Blind transfer is allowed (conversation:communication:blindTransfer)
• Conversation > Communication > Consult transfer is allowed (conversation:communication:consultTransfer)

Configure group ring settings

Administrators can now configure group ring settings to prompt the user with a customizable confirmation prompt when they answer a group ring call on a remote station. The customer will continue to hear ringback until the call is accepted, and audio flow is established with the winning user.

Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions

Administrators and contact center managers can now enable the Apple Messages for Business integration to route inbound customer messages directly into Genesys Cloud. With this release, Apple Messages for Business becomes a native digital channel, allowing organizations to manage Apple-originated conversations alongside their other digital channels. This enhancement gives customers access to rich conversational features and entry points available through Apple Messages for Business, while providing administrators with the ability to monitor, route, and manage these interactions using standard Genesys Cloud tools. This features was previously released in all other commercial regions.

New metric displays for monitoring BYOC Premises edge and trunk status

Telephony administrators can now monitor BYOC Premise edge and trunk status more effectively with new, enhanced metric displays. These updates support upcoming changes introduced by Call Session Service, which modifies how trunk status and metrics operate and removes the concept of individual trunk instances. The revised metrics provide clearer detail and a more accurate view of trunk performance in environments using Call Session Service.
Note: This feature is available on a limited basis.

Sentiment, empathy, and topic spotting support for Turkish and Zulu

Genesys Cloud now supports sentiment analysis, empathy detection, and topic spotting for Turkish (tr-TR) and Zulu (zu-ZA) transcripts.

Export summary row chart in Analytics Performance views

Users can now include the summary row chart when exporting select Analytics Performance views to .pdf. This enhancement adds an export option that embeds the summary row directly into the exported file, ensuring users can capture high-level metrics alongside detailed performance data. This update helps users present complete analytics information in reports and supports clearer, more efficient data sharing across teams. Also, this feature improves reporting accuracy, streamlines analysis workflows, and provides a more comprehensive view of performance data in exported documents.

Web events available in Journey Management

Administrators can now use web events captured by Genesys Predictive Engagement (GPE) in Journey Management. These events (for example, page clicks, form completions, cart creation, or messenger selection), can be connected to later actions like virtual agent engagement, agent assistance, or knowledge searches. This update gives analysts a complete view of customer behavior by linking activity that begins on the web to subsequent interactions across channels. With web events available in the Journey Analysis canvas, analysts can connect these events to other supported touchpoints and analyze conversion and drop-off patterns using funnels and charts. 

Configure combined voice utilization for ACD and non-ACD calls

Telephony administrators can now configure a user’s voice utilization so that ACD and non-ACD calls count toward a single utilization limit. When enabled, a user who is active on an ACD call does not receive alerts for incoming non-ACD calls after their active call count meets the configured threshold. When administrators configure the new Active Call Enforcement field in Utilization settings, then Genesys Cloud does not send alerts when the user’s active sessions reach or exceed that number. The setting is available at both the organization and user level and applies equally to ACD and non-ACD calls.
Note: This feature is available on a limited basis.

Favorites now listed in the User Directory

Genesys Cloud users can now view their favorites in a list. This feature improves the user experience by adding Favorites to the User Directory page, so users without Genesys Cloud Collaborate chat can see their favorite contacts.

Multi-language Agent Copilots

Administrators can now create multi-language Agent Copilots that support up to 10 languages. This enhancement allows a single Agent Copilot to assist queues where agents handle multiple languages, reducing the need to create separate Agent Copilots for each language. It also enables agents with multiple language assignments to use the same copilot within a shared queue. These improvements help reduce administrative effort and increase scalability across multilingual environments. Previously, Agent Copilot supported only one language and required configuration at the queue level. The new multi-language capability removes that limitation by allowing administrators to define a single copilot with multiple supported languages. 

Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration

Administrators can now configure auto answer for voice calls in ServiceNow through the Unified Experience from Genesys and ServiceNow integration. This enhancement improves call-handling efficiency by automatically answering incoming ACD calls within queues. Auto answer can be set at both the queue and agent levels in Genesys Cloud, providing greater flexibility in how calls are delivered. By automating the answer process, the feature enhances the user experience and reduces irregular behavior associated with manual call handling.

Thai language support

User interface support in Genesys Cloud is now available for Thai.

Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Genesys Cloud Voice (GCV) now includes Conversation ID and postal code fields in the Call Detail Records (CDRs) GCV and BYOC Cloud usage reports. These new fields appear as the two rightmost columns in the existing usage .csv reports. With this enhancement, administrators gain improved visibility into call activity and can reconcile telephony usage charges more efficiently across divisions. The Conversation ID enables accurate tracking of calls, while the postal code provides additional geographic insight into call patterns. By expanding the CDR data set, this update enhances reporting accuracy, simplifies cost allocation, and supports better operational analysis for customers managing complex telephony environments.

Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish

Genesys Agent Copilot now supports Czech Czechia (cs-CZ) , Danish (da-DK), Finnish Finland (fi-FI), Norwegian (nb-NO), Portuguese (pt-PT), Swedish (sv-SE), and Turkish (tr-TR), in addition to the existing supported dialects.

Enhanced confirmation controls in AI Guides

Business teams can now decide when virtual agents must confirm collected values before continuing. The new Ask and Confirm command adds an optional confirmation step, allowing users to verify or correct information when needed. Because different variables have different levels of complexity and sensitivity, Guide authors can configure which inputs require confirmation and which do not. With this update, authors can tailor confirmation behavior to match the needs of each interaction and reduce friction for users. 

Genesys Virtual Agent support for Portuguese and Swedish dialects

Genesys Virtual Agent now supports Portuguese Portugal (pt-PT) and Swedish Sweden (sv-SE) languages.

Create flow outcomes and milestones natively in Architect

Flow authors can now create flow outcomes and milestones directly in Architect when configuring the Initialize Flow Outcome, Set Flow Outcome, and Add Flow Milestone actions. This enhancement streamlines how authors define and visualize key journey goals and checkpoints, making it easier to track progress, measure performance, and optimize flow behavior without leaving the design environment.