With Freshchat’s Telephony Partner Extension with Genesys, you can bring your Genesys account into Freshchat to meet all your customer support needs. With this integration, you can:

  • Extend phone as a channel and offer conversational experiences across traditional and modern channels

  • Improve agent productivity

  • Empower admins to improve processes

Note: This functionality is only available for accounts signed up after June 27, 2022 on the Pro and Enterprise plan.

How to integrate Freshchat with Genesys?

Check out this video for a quick guide on Genesys integration:



To integrate Genesys with Freshchat:

  1. Go to Admin Settings > Channels >Phone.
  2. Choose Genesys from the list of Phone channel providers. This redirects you to the Genesys page on the Freshworks Marketplac.

  3. Enter the API ID and API Token for your Genesys account, available in your Genesys dashboard.

  4. Provide your Freshchat Domain and API Key. You can find your Freshchat Domain from the URL bar. To find your Freshchat API key, go to Admin Settings > API > APIs for Chat. 

  5. Provide your CRM API Key and click Install. To find your CRM API Key, go to the Admin page, click on the user profile on the top right corner, and click Settings > API Settings > Your API Key.

  6. Once installed, click on the Genesys icon in the left navigation bar to load the widget. 
  7. Enter your Account name, Email and Password.
  8. You can now start using the Genesys agent widget on Freshchat.

How to use Genesys with Freshchat?

Start a new call

  • Agents can start a new call using the keypad
  • When the call is connected, a new conversation is created and the agent is redirected to the Inbox with the conversation open. 

Once the call ends, the chat bubble displays the details of the call with the call recording.

In-call actions

Agents can perform the following actions from within the widget:

  • Place a call on hold and mute
  • Call notes can be added from the Reply editor
  • Transfer a call to another agent/supervisor (Warm/Cold Transfer)


Actions such as adding call notes as private notes can be performed from the Inbox even after a call has ended. 

Receiving Calls

  • When agents are on the Inbox page or on any other page while they receive a call and answer it, a new conversation is created for the call and the agent is redirected to the inbox with that conversation open.
  • Agents can view the contact by using the “View Contact” button on the Genesys widget. This opens the Freshchat contact page on a new tab.
  • Once the call ends, the chat bubble provides the details of the call and call recording
  • Private notes can be added from the reply editor


Missed calls

  • If an agent declines an incoming call, it is considered a missed call. The end user can choose to hang up or send a voicemail. Both scenarios are handled with the Genesys Integration.

  • An agent can choose to give a call back in case of a missed call and view the recording in case of a voicemail.


Notes:

  • Agents should be part of a queue to make queue calls. For more details, refer to this article to assign an agent to a queue.
  • Recordings will be available only for queue calls based on your Genesys cloud recording configuration. For more details, refer to this article. Also, note that the recordings will expire after an hour.

FAQs:

  1. I have successfully integrated Genesys in my Freshchat account, but conversations are not created inside Freshchat?

    The above steps work for standalone Freshchat accounts. If you want to use Freshchat-Genesys integration from other Freshworks products like Freshsales, Freshmarketer, Freshsales Suite, or Freshdesk Omni, you must disable Email as Unique field for conversations in Freshchat.

    To do this, go to Admin Settings > Contacts > Email > Uncheck the "Make this a unique field".

    Once this is done, please uninstall & reintegrate the Genesys app to the account.

  2. How does contact sync happen between Genesys and Freshworks?
    If a contact is saved in the CRM, it will appear in the widget (Call History) but will not be saved in Genesys as a contact due to Genesys restrictions. As a result, you can't search for the contact from the widget. To search for contacts in the widget, save them directly in Genesys.