Work with auto answer enabled interactions

AI-generated summary

Genesys Cloud enables auto answer for interactions like messages and emails when enabled by an admin. The Genesys Cloud embedded client alerts you of incoming interactions and places them in your interaction list. If you have no interactions, the interaction connects automatically and appears in your list with any preconfigured screen pop behavior displaying relevant records. You can start interacting and respond. If handling multiple interactions, they appear held so you can switch between and start them, clicking the screen pop icon to open records in your CRM. You can access screen pop from the embedded interaction window.

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Your admin can enable auto answer for interactions that include messages and emails. When enabled, the Genesys Cloud embedded client plays a tone to alert you of the incoming interaction and places the interaction in your interaction list.

Agent status	What happens	What you can do
No interactions	The interaction automatically connects and appears in your interaction list. Depending on the type of interaction and preconfigured screen pop behavior, the relevant records of the interaction are displayed in the CRM system.	Once connected, you can start the interaction and refer to the following topics for how to respond to the interaction: Respond to message interactions Respond to email interactions
Handling multiple interactions	The interaction appears in the interaction list in the HELD state.	You can switch between interactions and start the interaction. To open the relevant records of the interaction, click. Once you click the screen pop icon and the relevant records are displayed in the CRM system, the icon is no longer available. You can also access the Screen Pop icon from the embedded interaction window (GenesysCloudInteractionUtility).

Agent status

What happens

What you can do

No interactions

The interaction automatically connects and appears in your interaction list. Depending on the type of interaction and preconfigured screen pop behavior, the relevant records of the interaction are displayed in the CRM system.

Once connected, you can start the interaction and refer to the following topics for how to respond to the interaction:

Handling multiple interactions

The interaction appears in the interaction list in the HELD state.

You can switch between interactions and start the interaction. To open the relevant records of the interaction, click.

Once you click the screen pop icon and the relevant records are displayed in the CRM system, the icon is no longer available.

You can also access the Screen Pop icon from the embedded interaction window (GenesysCloudInteractionUtility).

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.

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Work with auto answer enabled interactions

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