Genesys Cloud November 2025 Release Highlights
Genesys delivered thirty-nine updates in November. Instead of asking your teams to sort through everything, we pulled out the releases that matter most for performance, efficiency, and customer experience. Below is a simple summary of what changed, why it matters, and how these updates can help you move your contact center forward.
A short video recap is also included for teams that want a quick walkthrough. Video recap of the November release highlights:
Key Updates for All License Types
Customer First callback support in outbound campaigns
Release date: November 10
What changed: Outbound callbacks can now use Customer First mode.
Why it matters: More live connections. Less agent idle time. Better overall campaign performance.
Updates Requiring Genesys Cloud CX 2
Inactivity handling for messaging interactions
Release date: November 17
What changed: Messaging conversations can now auto disconnect or reroute after a set inactivity window.
Why it matters: Keeps agents available, prevents stalled threads, and keeps queues flowing.
Agent to agent consult and warm transfer for messaging
Release date: November 17
What changed: Agents can now start an internal consult before completing a warm transfer in messaging.
Why it matters: Better context sharing. Smoother handoffs. Stronger customer outcomes.
Updates Requiring CX 3 or WEM Add On
Content Exploration for transcript analysis
Release date: November 3
What changed: A visual way to filter transcripts by sentiment, topics, empathy, and key terms.
Why it matters: Faster analysis. Clearer patterns. Easier root cause discovery.
Adherence widget in Activity view
Release date: November 17
What changed: A real time view of agent adherence and exceptions inside Activity view.
Why it matters: Stronger accountability and better day to day performance.
Genesys AI Updates
AI generated answers in Agent Copilot
Release date: November 3
What changed: Copilot now drafts responses using multiple knowledge sources during live interactions.
Why it matters: Faster answers. More accuracy. Less cognitive load on the agent.
Checklists inside Agent Copilot
Release date: November 3
What changed: Copilot displays checklists triggered by intent or workflow.
Why it matters: Consistent processes and stronger compliance.
Create AI Guides from uploaded documents
Release date: November 10
What changed: Upload SOPs and turn them into structured AI Guides.
Why it matters: Less setup time. More consistent guidance for both agents and bots.
Automatic AI evaluation submission
Release date: November 17
What changed: Evaluations auto submit when AI completes scoring.
Why it matters: Faster QA cycles with less manual work.
Want the complete list?
All November release notes can be found here →
Need Help? Not sure how to turn these updates into real impact for your agents and customers?
We can help you assess, plan, and activate the right features for your business.