Log in to a ServiceNow instance

Unified Experience from Genesys and ServiceNow integration: Feature coming soon

When you log in to ServiceNow instance that is integrated with Genesys Cloud as an agent, you are prompted to authenticate with Genesys Cloud. After successful authentication, you must set the presence status in ServiceNow to reflect your current activity. ServiceNow synchronizes this presence status information with Genesys Cloud.

The OpenFrame Configuration icon for Genesys Cloud is visible in the Agent workspace of the ServiceNow dashboard. Click the Phone icon to open the Genesys Cloud window. If you have already logged in, you will see the option to log out.

This image is a screenshot of the Phone icon and Genesys Cloud login window in ServiceNow dashboard.

To receive and handle chat interactions, make sure your presence status in ServiceNow is set correctly. If there is a mismatch between your ServiceNow presence status and your Genesys Cloud status, the following message appears:

This image is a screenshot of the presence status mismatch between Genesys Cloud and ServiceNow. To resolve this issue, update your status in ServiceNow to match your current availability.