About chats 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 Salesforce, and Genesys Cloud for Zendesk.

The client supports chat interactions.

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

Chats (agents)

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


Screen pop (administrators)

Administrators can customize the screen pop behavior of chat interactions with a custom attribute in their chat widget.


Scripts (agents)

Agents can use scripts with chat interactions.


Scripts (administrators)

Administrators can add scripts to chat 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.

Chats (agents)

Genesys Cloud routes chat interactions to queues. Agents pick up chat 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 chat interactions.


Scripts (administrators)

Administrators can add scripts to chat 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.

Chats (agents)

Genesys Cloud routes chat interactions to queues. Agents pick up chat 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 chat interactions with a custom attribute in their chat widget.


Scripts (agents)

Agents can use scripts with chat interactions.


Scripts (administrators)

Administrators can add scripts to chat 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.

Chats (agents)

Genesys Cloud routes chat interactions to queues. Agents pick up chat 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 chat interactions with a custom attribute in their chat widget.


Scripts (agents)

Agents can use scripts with chat interactions.


Scripts (administrators)

Administrators can add scripts to chat interactions with Architect flows.


Additional resources

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