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 available to download. However, you can check to see if any new updates are available in the desktop app menu. To check for updates, on the menu bar, click Genesys Cloud and then Check For Updates… You can also check the Windows desktop app release notes and Mac desktop release notes for the newest version and the improvements and fixes included in that version.
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 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]
