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  • 1.  Genesys Agent Assist with embeddable clients

    Posted 01-30-2023 02:35
    The latest releases of the embeddable clients adds "Availability of Agent Assist option". When I test this using Genesys Cloud for Salesforce and Genesys Cloud for Chrome with a Web Messaging interaction (I haven't tried other interaction types) I don't have access to Genesys Agent Assist features. I can assess Agent Assist when using the standard UI. 

    Anyone else tried this? Is there additional configuration required?

    #Integrations

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    Alistair Taylor
    Presales Solutions Architect
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  • 2.  RE: Genesys Agent Assist with embeddable clients

    Posted 03-16-2023 23:20

    Could you send the announcement about Agent Assist in the Embedded Framework?  All I could find was in the digital interface or in the web interface.  



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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Genesys Agent Assist with embeddable clients

    Posted 03-20-2023 06:32

    Its in the Release Notes dated 14th December 2022.

    December 14, 2022

    • Availability of Agent Assist option

      Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.

    Release notes for the Genesys Cloud embedded clients - Genesys Cloud Resource Center

    I found this feature appeared in the Genesys Cloud for Salesforce interface around mid February 2023. 



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    Alistair Taylor
    Presales Solutions Architect
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  • 4.  RE: Genesys Agent Assist with embeddable clients

    Posted 03-20-2023 16:47

    You are correct.  I just tested in both Salesforce and Dynamics without products and both showed the Agent Assist in the pop-out window for digital conversations.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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