About callbacks in the Genesys Cloud embedded clients

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

The client supports callback interactions. When a callback interaction is routed to a queue, agents can pick it up like any other interaction. Once connected, the callback interaction appears on an agent’s interaction list until the agent is ready to call.

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

Callbacks (agents)

Genesys Cloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 

Screen pop (administrators)

Administrators can customize the screen pop behavior of callback interactions with Architect flows.

Scripts (agents)

Agents can use scripts with callback interactions.

Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.

Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud Embeddable Framework.

Callbacks (agents)

Genesys Cloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 

Interaction attributes (administrators)

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.

Scripts (agents)

Agents can use scripts with callback interactions.

Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.

Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud for Salesforce.

Callbacks (agents)

Genesys Cloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 

Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.

Screen pop (administrators)

Administrators can customize the screen pop behavior of callback interactions with Architect flows.

Scripts (agents)

Agents can use scripts with callback interactions.

Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.

Additional resources

For more information about the integration, see the main landing page.

The following content applies to Genesys Cloud for Zendesk.

Callbacks (agents)

Genesys Cloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 

Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 

Screen pop (administrators)

Administrators can customize the screen pop behavior of callback interactions with Architect flows.

Scripts (agents)

Agents can use scripts with callback interactions.

Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.

Additional resources

For more information about the integration, see the main landing page.

The following content applies to Genesys Cloud for Microsoft Teams.

Callbacks (agents)

Genesys Cloud routes callback interactions to queues. Agents pick up callback interactions in the client like any other interaction. 

Scripts (agents)

Agents can use scripts with callback interactions.

Scripts (administrators)

Administrators can add scripts to callback interactions with Architect flows.

Additional resources

For more information about the integration, see the main landing page.