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Canned Responses Topic Detail Navigation Admin → Contact Center → Canned Responses Purpose Pre-written answers agents can insert into Chat, Email, or Message interactions for consistency and speed Structure Libraries → Responses Channels Chat, Em...

Topic Detail Navigation Admin → Contact Center → Email Purpose Configure email domains, addresses, routing logic, and agent experience settings Max Recipients 50 total (To + CC + BCC combined) BCC Limit Maximum 5 hidden recipients per email St...

Topic Detail Navigation (Web Messenger) Admin → Message → Messenger Configurations and Messenger Deployments Navigation (Web Chat v2) Admin → Contact Center → Widgets Purpose Provide a chat interface on websites connecting customers to Genesys Cloud...

Topic Detail Navigation Admin → Contact Center → Analytics Settings Purpose Configure abandon intervals and analytics capture settings for queue reporting Abandon Intervals 7 configurable intervals (A–G) categorizing when customers disconnect from q...

Topic Detail Navigation Admin → Contact Center → Panel Manager Purpose Create custom UI panels embedded in the agent desktop for CRM systems, internal tools, dashboards, or web apps Security Requirement All embedded panel URLs must use HTTPS Ove...

Topic Detail Navigation Admin → Contact Center → Scripts Purpose Guided UI forms presented to agents during interactions — collect data, enforce workflows, ensure compliance Channels Primarily voice; also supports chat and messaging workflows Depl...

Topic Detail Navigation Admin → Contact Center → Assistants Purpose AI-powered virtual agents (bots) using NLU to handle voice and digital interactions automatically Technology Natural Language Understanding (NLU) Integration Works with Knowledge ...

Topic Detail Navigation Admin → Knowledge Purpose Create and manage AI-powered knowledge bases with Q&A articles surfaced to agents, bots, and self-service portals Technology Natural Language Understanding (NLU) + Generative AI answer generation M...

Topic Detail Navigation Menu → Digital and Telephony → Message → Platform Integrations Purpose Connect third-party messaging channels (WhatsApp, Facebook, Instagram, SMS, LINE, X/Twitter, Apple Messages) to Genesys Cloud ACD routing Routing Engine A...

Topic Detail Navigation Admin → Outbound or Menu → Digital and Telephony → Outbound Purpose Configure and run automated outbound call and messaging campaigns to contact lists of customers Dialing Modes Preview, Progressive, Power, Predictive, Agentl...

Topic Detail Navigation Admin → Outbound → Campaign Management Purpose Select the dialing strategy that determines how the system places calls and connects agents Default Mode Preview Number of Modes 6 — Preview, Progressive, Power, Predictive, Ag...

Topic Detail Navigation Admin → Outbound → Contact Lists and Admin → Outbound → DNC Lists Purpose Manage the lists of contacts to dial and the numbers that must never be dialed Max contacts per org 5,000,000 Max contacts per list 1,000,000 Max D...

Topic Detail Navigation Admin → Outbound → Campaign Management Purpose Create and configure outbound campaigns — defines who to call, how to dial, and what rules to apply Campaign Types Voice Campaigns, Digital Campaigns (SMS, Email, WhatsApp) ✅...

Topic Detail Navigation Admin → Integrations → OAuth Purpose Register applications that need secure API access to Genesys Cloud without exposing user credentials Standard OAuth 2.0 authorization framework Token Lifetime 300 seconds (5 min) to 172,...

Section Detail Navigation Admin → Integrations → Authorized Applications Alt Navigation Menu → IT and Integrations → Authorized Applications Required Permission OAuth > Client > Authorize Purpose View, modify, and revoke OAuth application access t...

Section Detail Navigation Admin → Integrations → Single Sign-On Alt Navigation Menu → IT and Integrations → Single Sign-On Required Permission Single Sign-On > Provider > Add, Delete, Edit, View Also Requires Admin role in your organization's iden...

Section Detail Navigation Admin → Routing → Operating Schedules Alt Navigation Menu → Orchestration → Routing → Operating Schedules Required Permission Routing > Schedule > Add, Edit, View, Delete Module Context Part of Routing & Architect in Gene...

Section Description Feature Area Architect / Orchestration Assets Navigation Admin → Architect → Data Tables Alt Navigation Menu → Orchestration → Orchestration Assets → Data Tables Primary Function Store configuration data locally so Architect fl...

Section Description Feature Area Architect / AI & Bots Navigation Admin → Architect → select flow type from the flow list Primary Function Build native AI-powered bots that automate customer conversations before routing to a live agent Flow Types ...

Section Description Feature Area Troubleshooting / IT and Integrations Navigation Admin → Troubleshooting → Audit Viewer Alt Navigation Menu → IT and Integrations → Audit Viewer Primary Function Monitor, filter, and review all admin configuration ...