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Genesys Cloud Release Notes — October 12, 2026
The workitem Answered metric now means something different, Journey Management gets an effort score dashboard, and Agent Copilot summarizes email threads.
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Genesys Cloud Release Notes — October 5, 2026
The Salesforce legacy credential deadline lands October 7, Genesys schedules voice-affecting network maintenance for January 2027, and object dependency tracking arrives.
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Genesys Cloud Release Notes — September 28, 2026
A heavy week: agents can request a break without losing it to a long call, ChromeOS gets screen recording, and the agentic virtual agent model dies on October 1.
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Genesys Cloud Release Notes — September 21, 2026
Genesys adds proactive Apple Messages invitations and automatic duplicate contact merging, plus agent-submitted adherence adjustments for WFM teams.
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Genesys Cloud Release Notes — September 14, 2026
A three-item week, but one of them lets Genesys Cloud delete your outbound contact data on a schedule. Configure that one carefully.
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Genesys Cloud Release Notes — September 7, 2026
AudioHook streams can finally be scoped per queue, ACD voicemail gets its own stream and download permissions, and Copilot stops billing you for its own bookkeeping.
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Genesys Cloud Release Notes — August 31, 2026
Genesys ships attribute-based access control and division-scoped canned responses, and sets an October 1 retirement date for the current agentic virtual agent model.
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Genesys Cloud Release Notes — August 24, 2026
Agentless notifications land for web and mobile messaging, outbound contact lists get automatic retention, and agentic virtual agents finally have public management APIs.
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Genesys Cloud Release Notes — August 17, 2026
A quiet week: Universal Logout arrives for linked clients, case managers get a central case list, and the postponed Agent Copilot dashboard filters return.
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Genesys Cloud Release Notes — August 10, 2026
Supervisors get live screen monitoring, speech and text analytics can reprocess historical interactions against new topics, and Salesforce data actions lose password credentials in October.
Field Notes
Genesys Cloud, decoded
Every week, Genesys ships changes. Every-ish week, I'll tell you which ones matter to me and what to do about them.
Let's make your contact center just work.
Tell me what you're wrestling with. You'll get a straight answer from the person who'd actually do the work. No sales call in disguise.
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