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Genesys Cloud Release Notes — May 25, 2026
Skill expression filters arrive for per-interaction routing, email headers finally become readable in flows and APIs, and the OAuth Implicit Grant starts its one-year countdown to removal.
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Genesys Cloud Release Notes — May 18, 2026
Group-based inactivity timeouts, dynamic sorting for Salesforce CX Connector campaigns, multiple from addresses per queue, and a public API for AVA execution history.
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Genesys Cloud Release Notes — May 11, 2026
Genesys Cloud is retiring the Generic Webhooks integration for chat notifications. New installs stop June 1, 2026, and existing instances are on borrowed time.
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Genesys Cloud Release Notes — May 4, 2026
Genesys ships its own speech-to-text as a bot transcription engine in Architect, and Ask for Slot actions get a skip path so customers aren't stuck on questions they can't answer.
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Genesys Cloud Release Notes — April 27, 2026
Genesys Cloud Copilot lands as a platform-wide conversational assistant, with role-based AI agents including a recognition assistant for supervisors.
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Genesys Cloud Release Notes — April 20, 2026
A new async aggregate analytics endpoint, AI-generated guides from real transcripts, and scheduled triggers that finally give Architect workflows a native cron.
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Genesys Cloud Release Notes — September 30, 2024
Callbacks can call the customer before the agent, web messaging conversations can escalate to an authenticated session mid-chat, and sensitive data masking adds seven European locales.
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Genesys Cloud Release Notes — September 23, 2024
Architect workflows can now fire on Collaborate chat messages and on presence events from Teams, Zoom, or 8x8, and embedded client agent settings finally persist server-side.
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Genesys Cloud Release Notes — September 16, 2024
Workforce management gets per-minute shift granularity, acoustic metrics arrive in topic views, and a new permission finally controls who sees agent assistance.
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Genesys Cloud Release Notes — September 9, 2024
Native mobile messaging arrives via the Mobile Messenger SDK, knowledge bases can pull from Salesforce and ServiceNow, and the 2024 CIDR expansion needs firewall work before it bites.
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.
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