CX digital agent workspace and CX workspace supported capabilities

Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital licenses are Genesys Cloud packages. While these licenses are similar to the regular Genesys Cloud CX packages, they do not include voice. The licenses also can leverage the Genesys Cloud CX digital agent workspace. This workspace is optional, but optimizes digital exchange management, enables multi-channel management in parallel, and includes customizable panels.

This table summarizes and compares available capabilities of the Genesys Cloud CX 2 Digital and Genesys Cloud CX 3 Digital agent workspace and the Genesys Cloud CX 2 and Genesys Cloud CX 3 agent workspace.

Note: Genesys does not recommend simultaneous use of the CX agent workspace and the CX digital agent workspace.

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CX agent workspace CX digital agent workspace
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Capabilities CX digital agent workspace CX agent workspace



Scripts No Yes
AppFoundry No Yes
Web client Yes Yes
Desktop client No Yes
Embedded client No Yes
Delivery receipt Yes Yes


Desktop Layout

Display multiple work items  Yes No
Simultaneous display of customer info panels  Yes No
Keyboard shortcuts to navigate between interactions Yes No



Voice No Yes
Web chat No Yes
Web messaging Yes Yes
Typing indicators Yes Yes
Auto start (system message support) Yes Yes
Co-browse Yes Yes
Screen share* No Yes
Email Yes Yes
 Agent initiated Yes Yes
SMS Yes Yes
Agent Initiated No Yes
Facebook Yes Yes
WhatsApp  Yes Yes

Template support (needed to respond after 24 hours)

No Yes
Twitter No Yes
Instagram No Yes
Open messaging No Yes


Rich media support (display in desktop as desired)

Images/GIFs Yes Yes
Other file types Yes Yes
Rich text Yes No
Quick replies from bots No Yes
Cards from bots Yes Yes
Carousels Yes Yes
Workspace features Full range of agent availability statuses No Yes

*Only available in the Genesys Cloud CX 3 Digital license.