About Genesys Cloud Embeddable Framework

AI-generated summary

Genesys Cloud Embeddable Framework is a developer-focused integration platform that enables organizations and AppFoundry partners to embed AI-powered contact center services and communication capabilities directly into external systems and applications through a customizable framework.js deployment model. The platform supports both private organizational deployments and public multi-company deployments, with administrators controlling configuration across multiple browsers and languages. Core capabilities include AI-powered Agent Assist and Agent Copilot features delivering real-time guidance during interactions, comprehensive communication channel support encompassing calls, callbacks, outbound dialing, chats, emails, messages, and voicemails, and essential agent interaction controls such as parking, holding, transferring, and callback scheduling. The framework provides CRM integration with click-to-dial capabilities, interaction logging, User Inbox access to call history and notifications, configurable call forwarding, queue activation management, and visual engagement tools including co-browse functionality for enhanced customer interactions. Implementation requires creating an OAuth client, adding the integration, and uploading the framework.js file to the hosting environment. The framework manages client-configurable features such as notifications and call history while providing configurable AI-powered tools within the interaction window. A critical operational restriction prohibits simultaneous operation of different embedded client variants (Salesforce, Zendesk, Microsoft Teams, Chrome, Firefox, or Embeddable Framework) to prevent unusual behavior with interaction logs and WebRTC phones. Fuller functionality is available when running Genesys Cloud alongside the client. Troubleshooting resources and server-side logging options are available through the Genesys Cloud Developer Center, with deployment documentation and support provided through AppFoundry. Server-side logging is recommended before contacting Customer Care for technical issues, ensuring optimal performance and efficient issue resolution.

The Genesys Cloud Embeddable Framework integration enables a version of Genesys Cloud’s contact center services inside your own systems and tools.

Note: Do not run different variants of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) and Genesys Cloud Associate mobile apps simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities. To resolve any issues related to multiple client alerting, change the WebRTC settings to set the preferred client as the primary client to ring. For more information, see .

Overview

The Genesys Cloud Embeddable Framework integration can be created and consumed as private or public deployments. Because the integration is customizable, implementations of the integration may look slightly different from the screenshots in the documentation.

Get started (private deployment)

Companies can develop their own integration and deploy it in their Genesys Cloud organization for their private use. Developers create a framework.js file. Then administrators add the integration and upload the framework.js file to the company’s Genesys Cloud organization.

How to get started (Genesys Cloud Developer Center)
Requirements
Create an OAuth client
Add the integration

Get started (public deployment)

AppFoundry partners can develop an integration for public use by multiple companies. Developers create a framework.js file and then deploy it to the AppFoundry. Companies that want to use the integration can enable the integration in the AppFoundry.

How to get started (Genesys Cloud Developer Center)
Genesys Cloud Billing FAQs
About the AppFoundry
Get AppFoundry apps

AI experience

Administrators can set up and incorporate AI-powered tools like Agent Assist and Agent Copilot in to the interaction window. These tools help agents to enhance productivity and provides guidance.

Get started (agents)

After the integration is installed, log in and begin to use the client.

Client interface

From the client, you can access the menu and change your status and phone. The menu allows you to perform common tasks quickly, such as working with active interactions, making calls, or changing settings.

Call controls and basic interaction tasks

Learn about the call controls in the client and how to perform basic tasks on interactions.

CRM functionality

Review CRM functionality that impacts how you work.

Client-configurable functionality

Learn what functionality and features you can control or configure in the client.

Call history and user inbox notifications

Quickly view your call history and notifications about various items from the User Inbox in the client. The notifications alert you to tasks and information that require your attention in Genesys Cloud.

Visual engagement

Improve customer interactions with visual engagement tools that allow you to interact with their web browsers.

Co-browse

Supported Genesys Cloud interaction types

Genesys Cloud Embeddable Framework currently supports call, callback, outbound dialing, email, message, and ACD voicemail interactions. For fuller functionality, run Genesys Cloud alongside the client.

Troubleshoot

For any problems with Genesys Cloud Embeddable Framework, browse troubleshooting information about individual issues. Before working with Customer Care, enable server-side logging.

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