Series: Set up screen share

Starting June 30, 2024, Genesys will no longer support Screenshare functions for Chat and Voice in Genesys Cloud. For more information, see Deprecation: Legacy Co-browse and Screenshare.

Before you begin, read Plan for screen share to decide which screen share clients and linked interaction types you want to support.

You need the following general pieces. Take into account the specific choices you made during planning when following setup steps. For example, if you want to use Chrome as the screen share client, but not a desktop application, then you only have to follow the instructions for Chrome.

  • Screen share client. Build or configure the program that your customers use to launch screen share sessions. 
  • Screen share security key transfer. Create a way for sharers to pass a security key so that screen share sessions connect to the right agent. 
  • Genesys Cloud configuration. Make sure that agents have screen share permissions, and set utilization for screen share queues so that screen share sessions are not interrupted.
  • Network configuration. Ensure that your network has the correct WebRTC access. 

To start setting up screen share, read the next article in this series.

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