Screen share best practices

On January 27, 2025, Genesys will no longer support screen share functions for chat and voice in Genesys Cloud. For more information, see Deprecation: Legacy co-browse and screen share.

Do not allow other interactions to interrupt screen share sessions. Set utilization for voice, chat, or both to 1, depending on the types of linked interaction that you support. For more information, see Configure agent utilization.

Important: If you specify that interactions cannot be interrupted, then Genesys Cloud prevents interruptions to all interactions. Even interactions with no linked screen share sessions cannot be interrupted when you use this setting.
End screen share sessions first, then end the linked interaction.
Do not refresh the Genesys Cloud window during a screen share session.