Genesys Cloud January 2026 Release Highlights
January 2026 delivered 40 Genesys Cloud updates. The most important changes focus on stronger AI driven knowledge, smoother agent handoffs, and tighter email security.
Below are the updates we see having the biggest impact for contact center leaders and operators.
A short video recap is also included for teams that want a quick walkthrough. Video recap of the November release highlights:
What Changed This Month
Genesys focused on three core areas:
• Making AI knowledge more accurate and usable for agents
• Reducing friction during transfers and wrap up
• Improving security and reliability across regions
Not every update changes day to day operations. These are the ones worth paying attention to.
Updates Available for All License Types
Regional Feature Deployment Schedule Update
Effective January 12, 2026
What changed
Feature releases now roll out from Tuesday through Friday across all Genesys Cloud regions.
Full release schedule: https://help.genesys.cloud/articles/genesys-cloud-release-schedule/
Why it matters
This creates more predictable release windows, reduces midweek surprises, and improves regional stability during updates.
Group Voicemail Notifications to Shared Email
Released January 12, 2026
What changed
Voicemail notifications can now be sent directly to a shared group email address.
Why it matters
Teams stay informed without logging into voicemail systems. This is especially useful for back office teams and shared responsibility queues.
Updated Resource Center Links
Released January 19, 2026
What changed
In product help links now route to the refreshed help.genesys.cloud experience.
Why it matters
Documentation is easier to navigate, faster to search, and more consistent across the platform. This improves self service for admins and supervisors.
Features Requiring CX 2 Licensing
Email Domain Allow List
Released January 19, 2026
What changed
Admins can now restrict outbound email recipients to approved domains at the organization level.
Why it matters
This reduces data exposure risk and helps enforce security and compliance policies across all outbound email communications.
CX Cloud Updates
After Call Work Component in Salesforce
Released January 19, 2026
What changed
After call work can now be embedded directly into Salesforce, including Copilot summaries, suggested wrap up actions, and visual timers.
Why it matters
Agents stay in one system while completing wrap up. This reduces context switching, improves data quality, and keeps CX Cloud aligned with the Genesys Cloud desktop experience.
Genesys AI Updates
Copilot Summaries for Consult Transfers
Released January 19, 2026
What changed
AI generated summaries are created after consult transfers for both the original and receiving agents.
Why it matters
Context is preserved during handoffs. Agents spend less time re explaining issues, which lowers handle time and improves customer experience.
Agent Copilot Knowledge Configuration Support
Released January 26, 2026
What changed
Agent Copilot can now pull answers directly from configured enterprise knowledge sources.
Why it matters
Agents receive more accurate, relevant responses based on trusted internal content instead of generic answers.
Introducing Knowledge Fabric
Released January 26, 2026
What changed
Knowledge Fabric connects enterprise knowledge sources using semantic search, contextual AI responses, and controlled content ingestion.
Why it matters
Knowledge stays consistent across agents, bots, and AI tools. This is a foundational step toward reliable AI driven service at scale.
Full January Release Notes
All January 2026 release notes can be found here:
https://help.genesys.cloud/release-notes/genesys-cloud/archive/2026/1/