Salesforce data actions must move off the legacy credential type
Genesys will deprecate the Salesforce (legacy) username-and-password credential type for Salesforce data actions on October 7, 2026.
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Genesys Cloud CX
Genesys Cloud Intelligence
Release updates, technical changes, deprecations and practical intelligence for Genesys Cloud CX.
Routing, digital engagement, work automation and workforce engagement.
Latest Updates
10 updates · Newest first
BYOC Cloud trunks can require inbound SIP digest authentication
Telephony administrators can add standards-based SIP digest authentication to inbound BYOC Cloud carrier trunks, beyond IP-based access control lists.
Network maintenance windows set for Genesys-owned ASNs
Genesys plans regional Sunday maintenance windows between January 10 and January 31, 2027 to move regional prefixes to Genesys-owned Autonomous System Numbers.
Bot flows can manage custom conversation attributes natively
Architect bot and digital bot flows gain native actions to create, retrieve and update custom conversation attributes, with JSON support.
Earlier agentic virtual agent model reaches end of support
Genesys ended support for the existing agentic virtual agents model on October 1, 2026, with automatic migration for customers who do not transition during the opt-in period.
Agents can request adjustments for adherence exceptions
Agents can submit out-of-adherence adjustment requests for review, with approved exceptions reflected in adherence calculations.
Apple Messages invitations support proactive transactional updates
Administrators can configure Apple-approved transactional invitations for updates such as appointments, orders and account notifications.
Exact-match rules can automatically merge duplicate contacts
Administrators can preview and enable daily duplicate-contact merges using exact identifiers, with 14 days of scan history.
Native user tracking comes to Mobile Messenger
Mobile Messenger SDK methods can capture in-app events and customer journeys, reducing the need for direct Journey App Events API integration.
Workitem lists can surface custom attributes
Supervisors can display custom attributes as columns for selected worktypes, bringing triage context into the workitem list.