About the Genesys Cloud browser extensions

AI-generated summary

Genesys Cloud browser extensions for Chrome and Firefox integrate comprehensive contact center capabilities directly into web browsers, enabling agents to manage customer interactions across multiple channels including calls, callbacks, outbound dialing, chat, email, messaging, and voicemail. The extensions provide advanced features such as screen pops, scripts, notifications, call forwarding, queue activation, call controls, CRM functionality with click-to-dial capabilities, call history, screen sharing, and co-browsing visual engagement tools. Implementation requires administrator configuration of browser version and region requirements, followed by extension installation, settings configuration, and agent login. Administrators can configure advanced features including screen pop functionality, scripts, and AI-powered productivity tools such as Agent Assist and Agent Copilot. The platform delivers notification alerts for calls, evaluations, shift requests, voicemail, and visual engagement activities. Agents access a comprehensive client interface enabling status and phone settings management, call control functions including hold, transfer, and callback scheduling, CRM integration through click-to-dial capabilities, and visual engagement tools including co-browse functionality. The User Inbox provides access to call history, evaluations, shift trade and time off requests, and voicemail notifications. Call control functionality includes picking up interactions, placing calls on hold, transferring interactions, scheduling callbacks, and wrapping up interactions. A critical operational constraint requires that Genesys Cloud browser extensions not run concurrently with other Genesys Cloud embedded client variants—including Salesforce, Zendesk, Microsoft Teams integrations, Embeddable Framework, or Genesys Cloud Communicate for mobile apps—as this produces unusual behavior affecting interaction logs, WebRTC phones, and other functionalities. Browser extensions require specific browser compatibility and can be used alongside the full Genesys Cloud client for enhanced functionality. Troubleshooting resources and server-side logging capabilities support implementation and issue resolution.

The Genesys Cloud browser extensions are variants of Genesys Cloud’s contact center services in Chrome and Firefox (Genesys Cloud for Chrome and Genesys Cloud for Firefox).

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

Two browser extensions (Genesys Cloud for Chrome and Genesys Cloud for Firefox) are available based on the browser that you use (Chrome or Firefox).

Get started (administrators)

First review the requirements. Then install an extension and configure various settings.

Advanced setup

Administrators can configure the extensions to use more advanced features.

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 an extension 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.

Click-to-dial

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 interaction types

The Genesys Cloud browser extensions currently support call, callback, outbound dialing, email, message, and ACD voicemail interactions. For fuller functionality, run Genesys Cloud alongside the client.

Troubleshoot

For problems with the Genesys Cloud browser extensions, browse troubleshooting information about individual issues. Before working with Customer Care, enable server-side logging.

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