Genesys Cloud enables users to mark frequently contacted people and groups as favorites for streamlined access and communication. Favorites can be added by clicking the Favorite button on contact cards, profile pages, chat windows, and chat roster lists, with favorited contacts appearing at the beginning of the chat roster for quick reference. The Directory feature provides an alternative method for adding favorites through the search functionality—users can search for contacts by name in the "Search for pages, user, groups and locations" field and click the Favorite button next to the desired entry. Only internal contacts and groups can be favorited; external contacts are not supported for this feature. Favorites can be removed by clicking the Favorite button again. Users can view their complete list of favorited contacts and groups by navigating to Menu > User Management > User Directory and selecting the Favorites tab.