Genesys Cloud – Enable universal logout to synchronize logouts across linked clients

In a future release, Genesys Cloud will introduce a universal logout setting that allows administrators to synchronize user-initiated logouts across all linked clients. When enabled, logging out of one client – such as the Genesys Cloud UI – automatically logs the user out of all other active clients, including embedded framework applications and integrated CRM tools, without requiring a separate manual logout from each.

These improvements give administrators greater control in three key areas:

• Session consistency – When a user logs out of one client, all active sessions for that user are ended at the same time, so agents are not left logged into a secondary application after logging out of the primary one.
• Simplified logout experience – Agents working across multiple screens or applications complete a single logout action and are signed out everywhere, reducing the steps required at the end of a shift.
• Organization-level control – Administrators manage the universal logout setting at the organization level from the Authentication tab on the Organization Settings page, giving them a single point of control over this behavior for all users.

What’s changing

Administrators will see a new universal logout option on the Authentication tab of the Organization Settings page. When the setting is off (the default), logging out of a client expires only the token for that client – this is the current behavior and no change occurs for existing users. When the setting is on, logging out of any client expires all tokens for that user and sends an event notification to other active clients, such as the embeddable framework, so they log the user out immediately rather than waiting for their next heartbeat check.

This setting applies to user-initiated logouts only. Inactivity timeout behavior is not affected by this change – both the Genesys Cloud UI and embeddable framework clients will continue to handle inactivity timeout independently.

Why this matters

Genesys Cloud supports integrations where multiple client applications – such as a CRM and the Genesys Cloud UI – are used together and treated as a single experience by the agent. Today, each client manages its own access token, so logging out of one does not reliably log the user out of the other. This forces agents to manually log out of each application separately, which is inconvenient and can leave sessions active longer than intended. Universal logout closes that gap for user-initiated logouts.