A practical batch this week. Session timeouts get group-level control, campaigns synced from Salesforce stop drifting out of order, and Agentic Virtual Agents become debuggable without filing a support ticket. The one I'd look at first is the timeout change.
TL;DR
- Inactivity timeouts can now differ by user group. You're no longer stuck choosing between one org-wide policy and none at all, and you can pilot the setting on a single team first.
- Salesforce CX Connector campaigns get dynamic sorting, so contact lists keep their configured order (by date, for example) as new campaign members sync in.
- Queues can carry more than one from email address, so agents pick the right sender identity when composing outbound email on behalf of a queue.
- AVA execution history is available via public API, exposing data action inputs and outputs, guardrail decisions, and knowledge query details for troubleshooting.
Identity & Access Management
Group-based inactivity timeout. Until now, the automatic inactivity timeout was an all-or-nothing organization setting. Now you can attach timeout values to individual user groups, arranged in priority-ordered bundles (up to 5 bundles covering up to 25 groups). When a user belongs to multiple bundles, the highest-priority bundle wins, and group rules override the org-wide value for their members. Timeouts range from 5 minutes to 8 hours, with HIPAA orgs capped at 15 minutes. This is overdue.
The win is phased rollout. Trial the timeout on a back-office team before you touch agents, or give supervisors a longer leash than shared-workstation users. Two caveats carry over from the underlying feature: refresh tokens are not issued while the timeout is enabled, and agents logged out while On Queue come back Off Queue and have to re-queue themselves. I don't love that second one, and it will generate tickets if you don't brief people first. Genesys advises against it for orgs relying on the mobile apps.
Outbound & Email
Dynamic sorting for Salesforce CX Connector campaigns. Voice campaigns created from Campaign Management in the Salesforce CX Connector can now enable dynamic sorting. Before this, a contact list was effectively sorted once. Members added to the Salesforce campaign afterward landed out of order, and the fix was recreating the campaign, which is a pain. With dynamic sorting on, the list keeps following the configured sort criteria (date, say) as new members sync in. If you run always-on campaigns fed by Salesforce automation, this kills a recurring source of "why did we dial the old leads first?" tickets. Requires Genesys Cloud 1–4.
Multiple from email addresses per queue. Queues can now be configured with more than one from address. When a queue has several, agents composing outbound email on behalf of that queue choose which address to send from. If you've been running parallel queues purely to control sender identity for different brands or departments, you can stop. Check the licensing first: this sits in the digital tiers (Genesys Cloud 1 Digital Add-on II, 2/2 Digital, 3/3 Digital).
Self-Service & AI
View AVA execution history via public API. You can now pull Agentic Virtual Agent runs through the existing flow instance endpoints and get detailed runtime debug data: the inputs and outputs of each data action call, guardrail information, and the knowledge queries and responses the agent used. Genesys frames this as a stopgap for support teams and Professional Services until the Replay UI catches up. I'd treat it as more than that. Your own developers can finally answer "what did the agent see and decide?" programmatically, and you can log executions into your own observability stack. Requires Genesys Cloud 4 or AI Experience.
Folder visibility for knowledge fabric SharePoint sources. A small fix, but a good one. Admins can now see which SharePoint folders are selected inside a connected knowledge fabric source. Confirming what was being ingested used to mean guesswork or re-running the connection setup. Now you can just look, which helps when a bot starts pulling answers from a folder you didn't intend to connect.
What this means for your contact center
The inactivity timeout change is the sleeper here. The org-wide switch was too blunt for most enterprises. One policy for agents on shared desktops and executives on managed laptops rarely fits both. Group bundles with priority ordering make the control deployable, so treat it like any policy rollout: pick a pilot group, watch the On Queue logout side effect, and configure excluded APIs so background integrations don't keep sessions alive artificially.
The AVA execution history API shows where Genesys is heading with agentic AI: operability. If you're piloting Agentic Virtual Agents, start capturing execution history now. Guardrail and data action traces are exactly the evidence you'll need when a stakeholder asks why the agent said what it said.
The Salesforce dynamic sorting and multi-address queue items are unglamorous fixes that remove standing workarounds. If your runbooks say "recreate the campaign to fix ordering" or "use queue B for brand B email," retire those pages this week.
What to check
- Review your current org-wide inactivity timeout (Admin > Organization Settings) and decide whether group-level values fit better. Plan a pilot bundle and brief agents on the On Queue logout behavior.
- If HIPAA applies to your org, confirm the 15-minute cap aligns with your group rules before rollout.
- Enable dynamic sorting on Salesforce CX Connector campaigns that receive members after creation, and verify the sort criteria match your dialing priority.
- Audit queues that send outbound email for multiple brands or departments. Consolidate wherever multiple from addresses now cover the need.
- Have developers exercise the flow instance APIs against a test AVA session and decide what execution history you want to retain for troubleshooting and audit.
- Open your knowledge fabric SharePoint sources and confirm the selected folders match what you want the bot ingesting.
Full details are in the official notes: Genesys Cloud Release Notes — May 18, 2026.
Questions about how these changes affect your environment? Email me.