Onboarding & Access
These settings control how new users are introduced to the platform, what email domains are permitted to join the organization, and how sessions are managed for security and compliance. Configured under Admin → Account Settings → Organization Settings → Settings → Onboarding People and Telephony Settings.
Navigation Path
| Step | Path |
|---|---|
| 1 | Click Admin |
| 2 | Under Account Settings, click Organization Settings |
| 3 | Click the Settings tab |
| 4 | Locate the Onboarding People and Telephony Settings section |
📌 Authentication settings (Password Policy, SSO, MFA) are on the Authentication tab, not the Settings tab. See the Security & Compliance page.
1. Invitation Settings
Auto Invite (Automatically Send Welcome Email)
| State | Behavior |
|---|---|
| Enabled | When a new user is created (manually or via bulk import), Genesys Cloud immediately sends a Welcome email containing a link to set their password. |
| Disabled | Users are created silently with no email sent. Admins must manually trigger invitations later from the People list. |
When to disable Auto Invite:
Useful when pre-loading a large batch of users (e.g., 100 agents before a go-live) and you don't want them logging in until a specific training date. Create all users, then bulk-send invitations when ready.
⚠️ Do not send manual email invitations to users who already received an automatic invite — they will receive duplicate emails.
Invitation Link Expiration
| Item | Detail |
|---|---|
| Expiry period | 30 days from the date the invitation is sent |
| What happens after expiry | The password-set link in the email becomes invalid |
| How to recover | Admin must go to Admin → People & Permissions → People, find the user, and click Resend Invite |
| Status check | Use the Welcome Sent column on the Manage People page to verify whether an invite has been sent to a user |
⚠️ Note: The invitation link expires after 30 days, not 48 hours.
Open Admission (Self-Service Invite Link)
| Setting | Description |
|---|---|
| Open Admission / Invite Link | Generates a shareable link that allows people to add themselves to the organization. Anyone with the link can create an account (subject to Allowed Domains restrictions). |
| Disable to invalidate | Toggling this off immediately invalidates any previously shared link. Useful for closing off self-registration after an onboarding event. |
📌 Post the invite link on an internal SharePoint or intranet during structured onboarding, then disable it once all expected users have joined.
2. Allowed Email Domains
| Setting | Description |
|---|---|
| Allowed Email Domain(s) | A whitelist of email domains permitted to create accounts in the organization. Only users with a matching domain can be added or self-register. |
Example:
| Configured Domain | Result |
|---|---|
@telecom-corp.com |
✅ Users with @telecom-corp.com can be added |
@gmail.com |
❌ Blocked — cannot create an account |
@outlook.com |
❌ Blocked — cannot create an account |
⚠️ Important distinction: This setting controls who can join the org. It is not the same as the Contact Center Email Domain Allowlist, which controls outbound email routing. These are two different settings in two different locations.
3. Free Seating
| Setting | Description |
|---|---|
| Free Seating | When enabled, a station (WebRTC or physical phone) is released once an agent goes offline, making it available for the next user who logs in to that workstation. |
📌 Free Seating must be enabled here at the org level and configured on compatible phone base settings before it applies to individual users. See Technical & Routing Behaviours for how this interacts with station assignment logic.
4. Inactivity Timeout
| Setting | Description |
|---|---|
| Inactivity Timeout | Automatically logs a user out of Genesys Cloud after a set period of idle time with no user input detected. |
Configuration range:
| Limit | Value |
|---|---|
| Minimum | 5 minutes |
| Maximum | 8 hours |
| HIPAA orgs | Mandatory maximum of 15 minutes — enforced even if the toggle is off |
Behavior notes:
| Scenario | Behavior |
|---|---|
| User is actively clicking/typing | Timer resets — no logout |
| Browser tab is open but no interaction | Timer counts down |
| Mobile app users | Not recommended — mobile apps handle session state differently and unexpected logouts may occur |
| Specific API calls | Certain API calls can be excluded from resetting the timer (configured separately) |
📌 License management tip: If agents leave browsers open overnight, an open session may still consume a license seat depending on your billing model. Inactivity Timeout closes those sessions automatically.
Onboarding Checklist
| Step | Setting | Recommended Action |
|---|---|---|
| 1 | Allowed Email Domains | Set to your corporate domain(s) before any users are added |
| 2 | Auto Invite | Decide enabled vs. disabled based on your go-live timeline |
| 3 | Open Admission Link | Enable during structured onboarding, disable afterward |
| 4 | Inactivity Timeout | Align with corporate security policy (typically 30–60 min); mandatory 15 min for HIPAA |
| 5 | Free Seating | Enable if shift workers share workstations |
| 6 | SSO / MFA | See Security & Compliance page |
Last verified against Genesys Cloud Resource Center – March 2026