Genesys Cloud - Próximas funciones

Navegación simplificada y actualización de la arquitectura de la información

Genesys Cloud introduce un nuevo sistema de navegación y una arquitectura de la información actualizada para mejorar la interfaz de usuario y la usabilidad general. Este cambio no añade ni elimina ninguna funcionalidad del producto, sino que reorganiza la forma en que los usuarios acceden a las funciones existentes. El nuevo menú estructurado y jerárquico sustituirá al actual diseño de navegación. El objetivo es reducir la fricción, mejorar la capacidad de búsqueda y ofrecer una experiencia más intuitiva y coherente a todos los tipos de usuarios. Las principales actualizaciones son las siguientes:

• Un menú global unificado que consolida la navegación en toda la plataforma, incluida una nueva arquitectura de la información, mejorará la estructura del menú y las etiquetas para mayor claridad y coherencia.
• Los elementos reposicionados, como la ayuda contextual, Collaborate, la bandeja de entrada, las aplicaciones widget y el avatar del usuario, se sitúan en la barra superior.
• Búsqueda global mejorada que incluirá resultados de páginas de menú junto a personas, grupos y ubicaciones. Esta mejora permite a los usuarios encontrar de forma más eficaz tanto personas como grupos, así como funciones clave de la plataforma, desde una única interfaz de búsqueda.
• Acceso simplificado a determinadas funciones como parte de los cambios en la navegación. Por ejemplo, el acceso consolidado al videochat y a las aplicaciones del escenario principal.

API responses no longer include OAuth client secret

Administrators can now retrieve the OAuth client secret only at the time of client creation or when they generate a new secret. The client secret no longer appears in API responses after creation. This change helps improve the security of client credentials by reducing the risk of exposing sensitive information. Administrators should copy and store the client secret securely when it is first created, since it will not be retrievable later through the API. Note that rollout of this change to the US East region will be delayed until Dec 1st. All other regions will be enabled as per the normal rollout schedule.

Genesys Tempo enabled by default with allowed IP addresses feature

Genesys Cloud now includes Genesys Tempo in the Allowed IP Addresses list by default, requiring no additional configuration. Genesys Tempo is a workforce management mobile application that enables users to view and manage their work schedules securely from their personal devices. The Allowed IP Addresses feature restricts access to specified IP ranges by blocking unauthorized connections from mobile browsers and other apps. By adding Tempo to the allowed list by default, administrators can maintain secure access controls while still allowing employees to use the Tempo app on their mobile devices. This update helps organizations protect their environments, support mobile workforce flexibility, and meet security requirements without additional setup.

SAML assertion decryption support for single sign-on integrations

Genesys Cloud now supports SAML assertion decryption for single sign-on (SSO) integrations. This enhancement enables Identity Providers (IdPs) to encrypt SAML assertions using Genesys Cloud’s public encryption certificate, which the platform securely decrypts during authentication. The feature helps organizations meet advanced security and compliance requirements by protecting sensitive authentication data during transmission. No configuration is required in Genesys Cloud to enable this capability. IdP administrators can use the encryption certificate available for download in the Genesys Cloud user interface and included in the Genesys Cloud metadata file to configure encrypted assertion handling within their Identity Provider’s settings.

Customer first callback support in outbound campaigns

Administrators can now enable customer first callbacks (CFCs) in outbound campaigns. This enhancement allows outbound agents to schedule callbacks in queues configured for Customer First mode, where the platform dials the customer first and connects the call to an available agent once the customer answers. It also supports rule-based callbacks created through campaign rules. Previously, campaign callbacks followed the Agent First model, which required agents to start the call. By adding CFC support, administrators can align campaign callbacks with existing queue configurations, improving operational flexibility and helping agents focus on productive connections rather than waiting for customer pickups. Preview campaigns are not compatible with queues configured for Customer First Callbacks.

Utilizar servidores SMTP personalizados para campañas de correo electrónico y correo electrónico sin agente

Administrators can now configure custom SMTP servers to send outbound email campaigns and agentless email in Genesys Cloud. This update gives enterprises greater flexibility and control over how outbound emails are delivered by allowing them to use their own infrastructure. Previously, only ACD outbound email supported custom SMTP configuration. Extending this option to campaigns and agentless email helps organizations align Genesys Cloud email delivery with their existing systems and policies. Note that the SMTP integration you are using MUST be in a valid state for campaign and agentless sends to succeed. If the integration is in a state of error, the campaign and agentless sends will not be initiated.

Messenger support for list picker

Administrators can now enable list picker support in Genesys Messenger to provide bot participants with structured, guided choices during conversations. Bot authors can configure list pickers directly in Architect digital bot flows, allowing users to select one or more options from predefined lists in an intuitive format. This enhancement helps streamline customer interactions, reduce input errors, and improve the efficiency of self-service experiences across digital channels.

Analytics Conversation Detail Jobs API recuperación ampliada de datos de conversación

Genesys Cloud now enhances the Analytics Conversation Detail Jobs API to support data retrieval for conversations that are more than five years old, removing previous access limitations. This improvement enables organizations with extended compliance or audit requirements to retrieve and analyze historical interaction data while maintaining system performance and reliability. Users can filter conversations in the Interactions view and retrieve them in bulk through the API, ensuring comprehensive visibility, improved compliance reporting, and greater data accessibility. Previously, conversation data retrieval was limited to five years.

Support for Proof Key for Code Exchange (PKCE) grant type authorization in embedded clients

Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow.

Domain allow list for emails

Administrators can now create and manage domain allow lists to control which outbound email domains agents can use. This security setting helps organizations restrict email recipients to approved domains, reducing the risk of data exposure and unauthorized communication. Agents can send new emails only to addresses within the defined domain list, whether they send emails directly from the platform or through an API integration. This enhancement provides administrators and business managers with the tools to align email usage with organizational security policies while maintaining operational flexibility. By managing allowed domains at the configuration level, organizations can help ensure secure and compliant use of the email channel without disrupting agent workflows.

Genesys Agent Copilot, Virtual Agent, and knowledge Czech and Hungarian language support

Genesys Cloud now supports Czech Czechia (cs-CZ) and Hungarian Hungary (hu-HU) across multiple AI capabilities, including Genesys Agent Copilot, Virtual Agent, bot flows, digital bot flows, and knowledge.

Improved Agent Copilot and Virtual Agent answer highlight for English Dialects

Genesys Cloud improved Agent Copilot and Virtual Agent Knowledge answer highlights for English dialects

Integrate Microsoft Teams into Genesys Cloud telephony without an independent SBC

Administrators can now integrate Genesys Cloud with Microsoft Teams telephony without managing an independent session border controller (SBC). This enhancement enables Genesys Cloud trunks to connect directly with Microsoft Teams Direct Routing trunks, simplifying deployment, and reducing infrastructure dependencies. By removing the need for a third-party SBC, administrators can streamline configuration, improve reliability, and maintain secure voice communication between Genesys Cloud and Microsoft Teams.

Note: This feature is available on a limited basis. 

Create AI Guides from uploaded process documents

Administrators can now automatically create structured AI Guides by uploading existing process documents. This feature enables organizations to transform standard operating procedures (SOPs) and other internal materials into dynamic, guided experiences that align AI behavior with established business policies, terminology, and workflows. By using trusted, subject matter expert–owned content, teams reduce manual effort and help maintain consistency, compliance, and accuracy across all AI-driven interactions. This enhancement allows users to quickly convert documentation into actionable, step-by-step guidance (no technical skills required).

AI Guides model enhancements

Genesys updated the AI Guides feature to introduce a structured approach to building guides and virtual agents, helping improve reliability and consistency while reducing the risk of inaccurate responses. Guides can now include more variables and data actions, giving business teams greater flexibility in designing automated workflows. A new built-in syntax checker validates guide structure and logic before publication, helping authors identify and correct errors early. These enhancements allow guide authors to break complex processes into smaller, task-focused steps that work together as a cohesive system.

Depreciación: Solución BYOC Premises-Customer VM

Genesys Cloud eliminó la posibilidad de desplegar Genesys Cloud BYOC Premises-Customer VM Solution. Genesys recomienda que los clientes actuales de Customer VM Solution realicen la transición a una opción de conexión de telefonía en la nube, ya sea Genesys Cloud Voice o BYOC Cloud.

Deprecation: Token Implicit Grant for OAuth clients

As of March 2026, Genesys Cloud will deprecate the Token Implicit Grant (Browser) option for OAuth clients. This change, announced on November 10, 2025, affects customers who currently use the Implicit Grant flow, including those using it for Embeddable Framework applications. Beginning in March 2026, the Implicit Grant option will no longer be available for new OAuth client creation. By March 2027, existing OAuth clients that rely on the Implicit Grant flow must transition to the more secure Authorization Code with PKCE grant type to continue functioning. PKCE (Proof Key for Code Exchange) is already supported in Genesys Cloud and provides enhanced security in alignment with OAuth 2.0 best practices. While no immediate action is required, administrators should begin planning their migration to PKCE to ensure uninterrupted access and compliance before the deprecation deadline.

Deprecación: Punto final de entrada de mensajería abierta

On March 2, 2026, Genesys will discontinue support of POST /api/v2/conversations/messages/inbound/open, the current open messaging inbound endpoint. This endpoint has served as a general entry point for open messaging. Genesys will deprecate this endpoint and expand functionality with three new endpoints designed to enhance the capabilities and performance of open messaging. This date replaces the original deprecation date of October 31, 2024, announced previously.