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  • 1.  Enabling Click-to-Call from the Customer's CRM

    Posted 11-17-2025 11:02
    No replies, thread closed.

    Hi,

    The customer is using an external web-based CRM and would like to enable a click-to-call feature. When a user clicks the phone icon in the CRM, the system should automatically initiate an outbound call through Genesys Cloud to the associated phone number.

    The customer does not want to use the Embeddable Framework solution. My question is: what needs to be configured or implemented on the Genesys Cloud side to support this requirement?

    Thank you.


    #API/Integrations
    #Telephony

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  • 2.  RE: Enabling Click-to-Call from the Customer's CRM
    Best Answer

    Posted 11-17-2025 11:33
    No replies, thread closed.

    Hi Mostafa,

    If you are using the Genesys Cloud Browser extension, Click-to-Dial should be enabled by default - CRM functionality



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Enabling Click-to-Call from the Customer's CRM

    Posted 11-17-2025 11:50
    No replies, thread closed.

    Hi Samuel,

    Thank you for the information.

    I don't believe the Chrome/Browser extension will trigger the outbound call automatically in the way the customer requires - specifically, generating an outbound call directly when clicking the phone icon inside their CRM. However, I will test it together with the customer to confirm how it behaves and verify whether it meets their use case.

    I will keep you updated with the results.

    Thank you.



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    Mostafa OUDDERHEM
    Ingénieur
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    Original Message


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