Hi everyone - quick follow-up for those using Synthesia alongside Genesys.
We've had some great engagement on the idea to support embedded Synthesia videos directly within Genesys knowledge articles and chat journeys - thank you to everyone who has already voted and shared their experience 🙌
One thing that's becoming really clear from the discussion is that this isn't just a single use case.
Different organisations are highlighting similar challenges, particularly around:
- guided troubleshooting
- onboarding and step-by-step journeys
- digital support where showing is clearer than telling
At the moment, many teams are:
- creating helpful video content in Synthesia
- but relying on external links (SMS, webpages, etc.) instead of embedding directly in Genesys
Which works… but doesn't always feel seamless.
Why this matters
The more organisations that:
- ✅ support the idea
- ✅ share how they would use it
…the clearer the case becomes for Genesys to prioritise it.
If this is relevant to your organisation
If you're using Genesys and Synthesia together, it would be great to:
👉 Vote for the idea
👉 Add a short use case (even 1–2 lines help)
SSAKM-I-273
[https://genesyscloud.ideas.aha.io/ideas/SSAKM-I-273] Thank you for taking the time to read.
Question?
Curious - how are you currently sharing video content in Genesys today? If it's not YouTube or Vimeo.
#ArchitectandDesign#Implementation#Omni-ChannelDesktop/UserInterface#Outbound#Community Videos (TAM, QA, etc.)
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[Rebecca] [Jenkins]
[Customer Change Agent][UK]
Local Government
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