FAQs: Business users

Can I connect third-party chat clients to Genesys Cloud chat?

No. We currently do not support connecting Genesys Cloud chat to third-party… [More]

Can I disable an invite link after I send it out?

Yes. Toggle the Open Admission switch to OFF in the Organization Settings…. [More]

Can I have multiple versions of a file?

In Documents, you can replace an existing file with a new version… [More]

Can I make and receive calls when I am logged off of Genesys Cloud?

If you have a physical phone set as your default phone, then… [More]

Can I remove my email address from my profile?

You can change your email address, and you can add email addresses,… [More]

Can I use the Call button without Genesys Cloud Communicate?

Yes, you can use the Call button without a Genesys Cloud Communicate license… [More]

How can I check for the newest version of the desktop app?

The Genesys Cloud desktop app notifies you when a new version is… [More]

How can I make my files easy to find later?

When you upload files, be sure to add to them. You can… [More]

How do I add files to a workspace?

You add files to a workspace by uploading them from either your desktop… [More]

How do I add my picture?

From the Edit Mode in your profile, click the camera icon on… [More]

How do I add skills and certifications to my profile?

In the Edit Mode, edit a section in your profile. Type the… [More]

How do I change or reset my password?

If you know your current password but want to change it, use… [More]

How do I create a group?

Members of an organization must have permission to create groups. For admins, see… [More]

How do I find a file in my Documents repository?

Your Documents repository is designed to hold a lot of files. The… [More]

How do I format text in chats?

Genesys Cloud Chat supports simple markdown for formatting text in chats. See… [More]

How do I join or leave an official group?

Only group owners can add or remove members from an official group. For… [More]

How do I select my region?

When you log in to the browser app, desktop app, or mobile app,… [More]

How do I turn off chat notifications?

To turn off chat notifications for a single group chat room or… [More]

How do I unshare a document?

You can unshare a document from your . For more information on unsharing a… [More]

How do I update my location?

Update your location in the Location section of your profile. See Add… [More]

How many documents can I upload?

You can upload as many documents as you like, as long as… [More]

What are the differences between locations, geolocations, and sites in Genesys Cloud?

Genesys Cloud includes three independent concepts that people often call locations: A… [More]

What are the orange lines in chats and how do I remove them?

This line shows which messages are unread based on when the room… [More]

What are workspaces?

Workspaces are places where you store your documents, or files. You have one personal workspace, called …. [More]

What can I upload in Documents?

You can upload any type of file to Genesys Cloud Documents. The… [More]

What does it mean if the group chat room is full?

A chat room can have a maximum of 1000 participants. If a group chat… [More]

What does the star icon do?

The star icon (Favorites) enables you to choose people and groups in your organization… [More]

What is the Activity Stream?

The Activity Stream shows a list of the notifications and messages you… [More]

What is the difference between a group chat room and a personal chat room?

Both types of chat room appear under Groups in the Chat panel,… [More]

What kinds of files can I store or view in Documents?

You can store nearly every type of file in your Documents repository. For… [More]

Where can I download the Genesys Cloud apps?

You can download and learn more about the Genesys Cloud desktop app… [More]

Where can I find details about faxes I have sent?

To see details about a fax, such as the number you sent… [More]

Where can I find sent or received faxes?

Genesys Cloud Documents stores any faxes you send or receive as files in your… [More]

Where is my data stored?

When you upload a document to Genesys Cloud, it is securely stored… [More]

Who can I share files with?

You can share files with anyone, including Genesys Cloud groups and people who… [More]

Who can see my documents?

You are the only person who can see documents in your personal… [More]

Why can’t I see Documents?

In order to see Documents, you must have the Employee role or any role… [More]

Why can’t I see the group workspace I need?

In order to see a , you must be added as a… [More]

Why do I need to re-enter my Genesys Cloud credentials?

Users in HIPAA organizations are logged out of Genesys Cloud when their… [More]

Why do I still get mobile app notifications after I close Genesys Cloud?

Genesys Cloud mobile apps continue to push notifications unless you log out… [More]

Why do multiple concurrent Genesys Cloud logins cause problems?

Genesys Cloud does not support multiple concurrent logins to the same account…. [More]

Why do my calls get sent to voicemail when I am in certain statuses?

To prevent interruptions, Genesys Cloud sends your calls to voicemail if you… [More]

Why doesn’t the Email button work?

You must have a default email application selected on your computer to use the… [More]

Why don’t my credentials work when I log back in to Genesys Cloud?

If you have difficulty logging in to Genesys Cloud, you may see… [More]