About messages 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.

Genesys Cloud can route inbound message platform interactions and send outbound SMS messages.

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

Inbound messages (agents)

Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.


Outbound SMS messages (agents)

Agents can send SMS messages on behalf of a queue.


Outbound SMS messages (administrators)

Administrators can configure the country code used on outbound SMS messages.


Screen pop (administrators)

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


Scripts (agents)

Agents can use scripts with message interactions.


Scripts (administrators)

Administrators can add scripts to message 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.

Inbound messages (agents)

Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.


Outbound SMS messages (agents)

Agents can send SMS messages on behalf of a queue.


Outbound SMS messages (administrators)

Administrators can configure the country code used on outbound SMS messages.


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 message interactions.


Scripts (administrators)

Administrators can add scripts to message 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.

Inbound messages (agents)

Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.


Outbound SMS messages (agents)

Agents can send SMS messages on behalf of a queue.


Outbound SMS messages (administrators)

Administrators can configure the country code used on outbound SMS messages.


Interaction attributes (administrators)

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


Screen pop (administrators)

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


Scripts (agents)

Agents can use scripts with message interactions.


Scripts (administrators)

Administrators can add scripts to message 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.

Inbound messages (agents)

Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.


Outbound SMS messages (agents)

Agents can send SMS messages on behalf of a queue.


Outbound SMS messages (administrators)

Administrators can configure the country code used on outbound SMS messages.


Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 


Screen pop (administrators)

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


Scripts (agents)

Agents can use scripts with message interactions.


Scripts (administrators)

Administrators can add scripts to message interactions with Architect flows.


Additional resources

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