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.

Note: To use single sign-on, your single sign-on identity provider must allow the single sign-on redirect window to be embedded. Otherwise, the client does not load. You see a blank area on-screen and an error message in the console.

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

Following are the prerequisites for running the integration:

  • The latest version of Chrome or Firefox.
  • The Genesys Cloud for Chrome or Genesys Cloud for Firefox extension installed.
  • Per-user licenses for Genesys Cloud (Communicate or higher).
  • The following permissions selected in Genesys Cloud:

    Notes:
    • Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.

    • The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

    Permission Required or optional Feature Description
    ACD Screen Share > Session > View Optional Screen share Allows an agent to screen share ACD interactions
    Analytics > Conversation Aggregate > View Optional Evaluations Allows an agent to view released evaluations in the User Inbox.
    Analytics > Conversation Aggregate > View Optional Statistics Allows an agent to see conversation statistics in the Agent Performance window.
    Analytics > Queue Observation > View Optional Statistics Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
    Analytics > User Aggregate > View Optional Statistics Allows an agent to see user statistics in the Agent Performance window.
    Cobrowse > Chat > Escalate Optional Co-browse Allows an agent to use co-browse for chat interactions.
    Cobrowse > Session > View Optional Co-browse Allows an agent to use co-browse for voice or chat interactions.
    Cobrowse > Voice > Escalate Optional Co-browse Allows an agent to use co-browse for voice interactions.
    Conversation > Call > Record Optional Call controls Causes the Record icon to be clickable in the call controls in an agent’s client.
    Conversation > Call Forwarding > Edit Optional Call forwarding Allows an agent to use and edit call forwarding.
    Conversation > Callback > Create Optional Callbacks Allows an agent to schedule callbacks.
    Conversation > Cobrowse > Add Optional Co-browse Allows an agent to use co-browse for web messaging.
    Conversation > Email > Create Optional Emails Allows an agent to send emails on behalf of queues.
    Conversation > Message > Create Optional SMS messages Allows an agent to send SMS messages on behalf of queues.
    Outbound > Contact > View Optional Screen pop Allows an agent to see screen pops for outbound dialing.
    Quality > Evaluation > Edit or Quality > Evaluation > Edit Score Optional Evaluations Allows a quality evaluator to view assigned evaluation notifications in the User Inbox.
    Quality > Evaluation > Edit Agent Sign-off Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Quality > Evaluation > View Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Routing > Agent > On Queue Optional Statuses Causes On Queue to appear as a status and a status timer to appear in an agent’s client.
    Routing > Queue > Join Optional Queues Allows an agent to see which queues the agent is a member of and to select which queues to receive interactions from in the client.
    Scripter > Published Script > View Optional Scripts Allows an agent to see a script.
    Voicemail > Voicemail > Receive Optional Voicemails Allows an agent to receive personal voicemail notifications in the User Inbox.
    Workforce Management > Agent Schedule > View Optional Scheduling Allows an agent to view schedules in the client.
    Workforce Management > Agent Shift Trade Request > Participate Optional Scheduling Allows an agent to view shift trade request notifications in the User Inbox.
    Workforce Management > Agent Time Off Request > Submit Optional Scheduling Allows an agent to access time off notifications in the client.
    Workforce Management > Shift Trade Request > Edit Optional Scheduling Allows an administrator to view shift trade notifications in the User Inbox.

The following content applies to Genesys Cloud Embeddable Framework.

Following are the prerequisites for running the integration:

  • An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).

    To use WebRTC phones with the client, turn off the pop-up blocker in your browser.

  • Per-user licenses for Genesys Cloud (Communicate or higher).
  • The Genesys Cloud Embeddable Framework integration installed (private version only). 

    For more information, see Add the integration.

  • An OAuth client added to your Genesys Cloud organization (optional for some private versions) with the required scopes.

    For more information, see Create an OAuth client.

    • conversations
    • notifications
    • organization:readonly
    • outbound:readonly
    • presence
    • routing:readonly
    • scripts:readonly
    • stations:readonly
    • user-basic-info
    • users
    • voicemail
    • workforce-management
    • external-contacts:readonly
    • quality:readonly
  • The following permissions selected in Genesys Cloud:

    Notes:
    • Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.

    • The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

    Permission Required or optional Feature Description
    Integration > Custom Embeddable Framework > Agent
    		 Required — Causes the client to appear in a private deployment of a Genesys Cloud Embeddable Framework integration.
    ACD Screen Share > Session > View Optional Screen share Allows an agent to screen share ACD interactions
    Analytics > Conversation Aggregate > View Optional Evaluations Allows an agent to view released evaluations in the User Inbox.
    Analytics > Conversation Aggregate > View Optional Statistics Allows an agent to see conversation statistics in the Agent Performance window.
    Analytics > Queue Observation > View Optional Statistics Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
    Analytics > User Aggregate > View Optional Statistics Allows an agent to see user statistics in the Agent Performance window.
    Cobrowse > Chat > Escalate Optional Co-browse Allows an agent to use co-browse for chat interactions.
    Cobrowse > Session > View Optional Co-browse Allows an agent to use co-browse for voice or chat interactions.
    Cobrowse > Voice > Escalate Optional Co-browse Allows an agent to use co-browse for voice interactions.
    Conversation > Call > Record Optional Call controls Causes the Record icon to be clickable in the call controls in an agent’s client.
    Conversation > Call Forwarding > Edit Optional Call forwarding Allows an agent to use and edit call forwarding.
    Conversation > Callback > Create Optional Callbacks Allows an agent to schedule callbacks.
    Conversation > Cobrowse > Add Optional Co-browse Allows an agent to use co-browse for web messaging.
    Conversation > Email > Create Optional Emails Allows an agent to send emails on behalf of queues.
    Conversation > Message > Create Optional SMS messages Allows an agent to send SMS messages on behalf of queues.
    Outbound > Contact > View Optional Screen pop Allows an agent to see screen pops for outbound dialing.
    Quality > Evaluation > Edit or Quality > Evaluation > Edit Score Optional Evaluations Allows a quality evaluator to view assigned evaluation notifications in the User Inbox.
    Quality > Evaluation > Edit Agent Sign-off Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Quality > Evaluation > View Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Routing > Agent > On Queue Optional Statuses Causes On Queue to appear as a status and a status timer to appear in an agent’s client.
    Routing > Queue > Join Optional Queues Allows an agent to see which queues the agent is a member of and to select which queues to receive interactions from in the client.
    Scripter > Published Script > View Optional Scripts Allows an agent to see a script.
    Voicemail > Voicemail > Receive Optional Voicemails Allows an agent to receive personal voicemail notifications in the User Inbox.
    Workforce Management > Agent Schedule > View Optional Scheduling Allows an agent to view schedules in the client.
    Workforce Management > Agent Shift Trade Request > Participate Optional Scheduling Allows an agent to view shift trade request notifications in the User Inbox.
    Workforce Management > Agent Time Off Request > Submit Optional Scheduling Allows an agent to access time off notifications in the client.
    Workforce Management > Shift Trade Request > Edit Optional Scheduling Allows an administrator to view shift trade notifications in the User Inbox.

The following content applies to Genesys Cloud for Salesforce.

Following are the prerequisites for running the integration:

  • An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).

    To use WebRTC phones with the client, turn off the pop-up blocker in your browser.

    For Salesforce browser requirements, see Recommendations and Requirements for All Browsers in the Salesforce documentation.

  • Salesforce licenses.
  • Per-user licenses for Genesys Cloud (Communicate or higher).
  • Add-on licenses for the Salesforce integration.
  • Access granted to the following Apex classes through a permission set in Salesforce:
    Note: This only applies to new Salesforce organizations starting with Winter ’19. Users of existing Salesforce organizations will see warnings but be unaffected. For more information, see Apex Class access for Open CTI in the Salesforce documentation.
    • purecloud.CustomCallCenterSettings
    • purecloud.PureCloudChatTranscriptService

      Access is only needed to this Apex class if you save chat transcripts.

    • purecloud.CTIContactSearchService

      Access is only needed to this Apex class if you use Contact Search to search Salesforce records. For more information, see Configure search in Salesforce.

    • purecloud.PCInteractionUtilityController

      Access is only needed to this Apex class if you use GenesysCloudInteractionUtility in Lightning Experience.

      Warning: Starting June 5, 2020, a Salesforce security update will enforce Apex class access for Lightning components. Any administrators who grant access to Apex classes through a permission set and use GenesysCloudInteractionUtility in Lightning Experience must add this Apex class before the security update takes place.

    • purecloud.RecordService

      Access is only needed to this Apex class if you select Auto Assign Email-to-Case Owner in the call center settings. For more information, see Configure call center settings.

  • The following permissions selected in Genesys Cloud:

    Notes:
    • Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.

    • The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

    Permission Required or optional Feature Description
    Integration > Salesforce > Agent
    		 Required —

    Allows an agent to access the client in the Salesforce organization.
    ACD Screen Share > Session > View Optional Screen share Allows an agent to screen share ACD interactions
    Analytics > Conversation Aggregate > View Optional Evaluations Allows an agent to view released evaluations in the User Inbox.
    Analytics > Conversation Aggregate > View Optional Statistics Allows an agent to see conversation statistics in the Agent Performance window.
    Analytics > Queue Observation > View Optional Statistics Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
    Analytics > User Aggregate > View Optional Statistics Allows an agent to see user statistics in the Agent Performance window.
    Cobrowse > Chat > Escalate Optional Co-browse Allows an agent to use co-browse for chat interactions.
    Cobrowse > Session > View Optional Co-browse Allows an agent to use co-browse for voice or chat interactions.
    Cobrowse > Voice > Escalate Optional Co-browse Allows an agent to use co-browse for voice interactions.
    Conversation > Call > Record Optional Call controls Causes the Record icon to be clickable in the call controls in an agent’s client.
    Conversation > Call Forwarding > Edit Optional Call forwarding Allows an agent to use and edit call forwarding.
    Conversation > Callback > Create Optional Callbacks Allows an agent to schedule callbacks.
    Conversation > Cobrowse > Add Optional Co-browse Allows an agent to use co-browse for web messaging.
    Conversation > Email > Create Optional Emails Allows an agent to send emails on behalf of queues.
    Conversation > Message > Create Optional SMS messages Allows an agent to send SMS messages on behalf of queues.
    Journey > Event > View Optional Customer journey Allows an agent to see events on the customer journey map.
    Journey > Event Type > View Optional Customer journey Allows an agent to see event information.
    Journey > Outcome > View Optional Customer journey Allows an agent to see outcomes achieved and scores for a visit.
    Journey > OutcomeScores > View Optional Customer journey Allows an agent to see real-time predictions.
    Journey > Segment > View Optional Customer journey Allows an agent to see matched segments for a visit.
    Journey > Session > View Optional Customer journey Allows an agent to see live tracking information about visitors who are currently on your website.
    Journey > SessionType > View Optional Customer journey Allows an agent to see session information.
    Outbound > Contact > View Optional Screen pop Allows an agent to see screen pops for outbound dialing.
    Quality > Evaluation > Edit or Quality > Evaluation > Edit Score Optional Evaluations Allows a quality evaluator to view assigned evaluation notifications in the User Inbox.
    Quality > Evaluation > Edit Agent Sign-off Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Quality > Evaluation > View Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Routing > Agent > On Queue Optional Statuses Causes On Queue to appear as a status and a status timer to appear in an agent’s client.
    Routing > Queue > Join Optional Queues Allows an agent to see which queues the agent is a member of and to select which queues to receive interactions from in the client.
    Routing > Queue > Search Optional Customer journey Allows an agent to see queue information in conversation session cards.
    Routing > Wrap-up Code > View Optional Customer journey Allows an agent to see wrap-up codes in conversation session cards.
    Scripter > Published Script > View Optional Scripts Allows an agent to see a script.
    Voicemail > Voicemail > Receive Optional Voicemails Allows an agent to receive personal voicemail notifications in the User Inbox.
    Workforce Management > Agent Schedule > View Optional Scheduling Allows an agent to view schedules in the client.
    Workforce Management > Agent Shift Trade Request > Participate Optional Scheduling Allows an agent to view shift trade request notifications in the User Inbox.
    Workforce Management > Agent Time Off Request > Submit Optional Scheduling Allows an agent to access time off notifications in the client.
    Workforce Management > Shift Trade Request > Edit Optional Scheduling Allows an administrator to view shift trade notifications in the User Inbox.

The following content applies to Genesys Cloud for Zendesk.

Following are the prerequisites for running the integration:

  • An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).

    To use WebRTC phones with the client, turn off the pop-up blocker in your browser.

    For Zendesk-specific browser requirements, see Zendesk Support system requirements in the Zendesk documentation.

  • Zendesk licenses, including Zendesk Talk Partner Edition.

    For more information about Zendesk Talk licenses, see the Zendesk website.

  • Per-user licenses for Genesys Cloud (Communicate or higher).
  • The following permissions selected in Genesys Cloud:

    Notes:
    • Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.

    • The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

    Permission Required or optional Feature Description
    ACD Screen Share > Session > View Optional Screen share Allows an agent to screen share ACD interactions
    Analytics > Conversation Aggregate > View Optional Evaluations Allows an agent to view released evaluations in the User Inbox.
    Analytics > Conversation Aggregate > View Optional Statistics Allows an agent to see conversation statistics in the Agent Performance window.
    Analytics > Queue Observation > View Optional Statistics Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
    Analytics > User Aggregate > View Optional Statistics Allows an agent to see user statistics in the Agent Performance window.
    Cobrowse > Chat > Escalate Optional Co-browse Allows an agent to use co-browse for chat interactions.
    Cobrowse > Session > View Optional Co-browse Allows an agent to use co-browse for voice or chat interactions.
    Cobrowse > Voice > Escalate Optional Co-browse Allows an agent to use co-browse for voice interactions.
    Conversation > Call > Record Optional Call controls Causes the Record icon to be clickable in the call controls in an agent’s client.
    Conversation > Call Forwarding > Edit Optional Call forwarding Allows an agent to use and edit call forwarding.
    Conversation > Callback > Create Optional Callbacks Allows an agent to schedule callbacks.
    Conversation > Cobrowse > Add Optional Co-browse Allows an agent to use co-browse for web messaging.
    Conversation > Email > Create Optional Emails Allows an agent to send emails on behalf of queues.
    Conversation > Message > Create Optional SMS messages Allows an agent to send SMS messages on behalf of queues.
    Outbound > Contact > View Optional Screen pop Allows an agent to see screen pops for outbound dialing.
    Quality > Evaluation > Edit or Quality > Evaluation > Edit Score Optional Evaluations Allows a quality evaluator to view assigned evaluation notifications in the User Inbox.
    Quality > Evaluation > Edit Agent Sign-off Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Quality > Evaluation > View Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Routing > Agent > On Queue Optional Statuses Causes On Queue to appear as a status and a status timer to appear in an agent’s client.
    Routing > Queue > Join Optional Queues Allows an agent to see which queues the agent is a member of and to select which queues to receive interactions from in the client.
    Scripter > Published Script > View Optional Scripts Allows an agent to see a script.
    Voicemail > Voicemail > Receive Optional Voicemails Allows an agent to receive personal voicemail notifications in the User Inbox.
    Workforce Management > Agent Schedule > View Optional Scheduling Allows an agent to view schedules in the client.
    Workforce Management > Agent Shift Trade Request > Participate Optional Scheduling Allows an agent to view shift trade request notifications in the User Inbox.
    Workforce Management > Agent Time Off Request > Submit Optional Scheduling Allows an agent to access time off notifications in the client.
    Workforce Management > Shift Trade Request > Edit Optional Scheduling Allows an administrator to view shift trade notifications in the User Inbox.

The following content applies to Genesys Cloud for Microsoft Teams.

Following are the prerequisites for running the integration:

  • Latest version of Microsoft Teams app installed as a desktop or web client.
  • An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge) if you are using the web client.

    To use WebRTC phones with the client, turn off the pop-up blocker in your browser.

    For more information about client requirements, see Get clients for Microsoft Teams in the Microsoft Teams documentation.

  • Microsoft Team licenses.

    For more information about Microsoft Teams licenses, see the Microsoft Teams website.

  • Per-user licenses for Genesys Cloud (Communicate or higher).
  • Install the AppFoundry app for Microsoft Teams in Genesys Cloud.
  • The following permissions selected in Genesys Cloud:

    Notes:
    • Depending on where you access the permissions in Genesys Cloud, the permission names appear in different formats.

    • The integration looks for permissions, not roles, assigned to a user in Genesys Cloud. If the prerequisites are controlled by permissions and are not active for an agent, check the agent's permissions

    Permission Required or optional Feature Description
    ACD Screen Share > Session > View Optional Screen share Allows an agent to screen share ACD interactions
    Analytics > Conversation Aggregate > View Optional Evaluations Allows an agent to view released evaluations in the User Inbox.
    Analytics > Conversation Aggregate > View Optional Statistics Allows an agent to see conversation statistics in the Agent Performance window.
    Analytics > Queue Observation > View Optional Statistics Allows an agent to see statistics for a queue before contacting the queue or transferring an interaction to the queue.
    Analytics > User Aggregate > View Optional Statistics Allows an agent to see user statistics in the Agent Performance window.
    Cobrowse > Chat > Escalate Optional Co-browse Allows an agent to use co-browse for chat interactions.
    Cobrowse > Session > View Optional Co-browse Allows an agent to use co-browse for voice or chat interactions.
    Cobrowse > Voice > Escalate Optional Co-browse Allows an agent to use co-browse for voice interactions.
    Conversation > Call > Record Optional Call controls Causes the Record icon to be clickable in the call controls in an agent’s client.
    Conversation > Call Forwarding > Edit Optional Call forwarding Allows an agent to use and edit call forwarding.
    Conversation > Callback > Create Optional Callbacks Allows an agent to schedule callbacks.
    Conversation > Cobrowse > Add Optional Co-browse Allows an agent to use co-browse for web messaging.
    Conversation > Email > Create Optional Emails Allows an agent to send emails on behalf of queues.
    Conversation > Message > Create Optional SMS messages Allows an agent to send SMS messages on behalf of queues.
    Integration > microsoftTeamsEmbeddedClient > All Permissions Required - Causes the client to appear in an agent’s Microsoft Teams integration.
    Outbound > Contact > View Optional Screen pop Allows an agent to see screen pops for outbound dialing.
    Quality > Evaluation > Edit or Quality > Evaluation > Edit Score Optional Evaluations Allows a quality evaluator to view assigned evaluation notifications in the User Inbox.
    Quality > Evaluation > Edit Agent Sign-off Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Quality > Evaluation > View Optional Evaluations Allows an agent to view released evaluation notifications in the User Inbox.
    Routing > Agent > On Queue Optional Statuses Causes On Queue to appear as a status and a status timer to appear in an agent’s client.
    Routing > Queue > Join Optional Queues Allows an agent to see which queues the agent is a member of and to select which queues to receive interactions from in the client.
    Scripter > Published Script > View Optional Scripts Allows an agent to see a script.
    Voicemail > Voicemail > Receive Optional Voicemails Allows an agent to receive personal voicemail notifications in the User Inbox.
    Workforce Management > Agent Schedule > View Optional Scheduling Allows an agent to view schedules in the client.
    Workforce Management > Agent Shift Trade Request > Participate Optional Scheduling Allows an agent to view shift trade request notifications in the User Inbox.
    Workforce Management > Agent Time Off Request > Submit Optional Scheduling Allows an agent to access time off notifications in the client.
    Workforce Management > Shift Trade Request > Edit Optional Scheduling Allows an administrator to view shift trade notifications in the User Inbox.

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.