Genesys Cloud
Presence management support in the Communicate Mobile App

In a future release, Genesys Cloud will enable users of the Communicate mobile app, soon to be rebranded as the Associate app, to view and set their Genesys Cloud presence status directly from the mobile app. Previously, Communicate did not allow users to manage their presence status. With this update, mobile associate users can check and update their current presence status in real time. This process ensures that calls and interactions are routed appropriately based on their availability and willingness to engage.

Why this matters

• Improved availability control – Users can now directly manage their presence without relying on desktop or web applications.
• Reduced missed interactions – Presence updates occur in real time to ensure that calls and messages reach available associates when they want to be contacted.
• Better alignment with work styles – Because associate users often do not work on fixed schedules, the ability to manage presence on-the-go ensures flexibility.
• Operational efficiency – The feature helps Genesys address improve billing as it relates to presence management.

This addition represents a key step toward fully enabling the Associate User persona on mobile and expands the flexibility and reach of Genesys Cloud beyond the traditional contact center environment.