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  • 1.  Multiple Genesys Cloud Embeddable Framework

    Posted 06-10-2025 06:18
    No replies, thread closed.

    Hi all,

    We currently have Saleforce Data Actions Integration via AppFoundy working and want to add a new  "Genesys Cloud embedded client" Integration and run simultaneously on different call routes / flows.

    We do not use Genesys Cloud Communicate for mobile apps.

    Want to validate after reviewing Genesys Help page on Embeddable Framework  (see below).

    About Genesys Cloud Embeddable Framework - Genesys Cloud Resource Center

    "Warning: Do not run different variants of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) and Genesys Cloud Communicate for mobile apps simultaneously. Otherwise, you will experience unusual behaviour with interaction logs, WebRTC phones, and other functionalities."

    Question:

    I can run multiple Genesys Cloud embedded clients (Eg, Genesys Cloud for Salesforce, and Genesys Cloud Embeddable Framework) as long as i don't use Genesys Cloud Communicate for mobile apps?

    Has anyone out there configured something like the above or is there anything we need to consider / be aware of running multiple Embedded Clients at the same time?

    Many thanks!


    #API/Integrations
    #ArchitectureandDesign
    #PlatformAdministration
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Dan Wong
    EUC Engineer
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  • 2.  RE: Multiple Genesys Cloud Embeddable Framework

    Posted 06-10-2025 16:55
    No replies, thread closed.

    Hello Dan,

    I believe the best practice is to limit the number of instances of Genesys Cloud that an agent has access to. You can read more about how to run multiple instances (with some limitations) in the following Resource Center article:
    Can I run Genesys Cloud Embeddable Framework or Genesys Cloud for Salesforce in multiple browser tabs?



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Multiple Genesys Cloud Embeddable Framework
    Best Answer

    Posted 06-11-2025 12:45
    No replies, thread closed.

    Dan,

    It is not supported for a user to run multiple embedded clients simultaneously. WebRTC needs to be handled by a single client instance to avoid the mentioned "unusual behavior", such as agents not seeing an alerting call properly and going Not Responding, or calls connecting in the wrong client instance, other things. Same for other client functionality.

    The key word is "simultaneously"...if you want an agent to use different clients at different times of the day, the agent can log out of one instance, shut it down, then log into a different embedded client instance.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 4.  RE: Multiple Genesys Cloud Embeddable Framework

    Posted 06-11-2025 16:15
    No replies, thread closed.

    Thanks for your responses.

    "....if you want an agent to use different clients at different times of the day, the agent can log out of one instance, shut it down, then log into a different embedded client instance."

    Apologies - should have added that to the initial post - users would only log into one instance.

    This makes perfect sense, you can "configure" multiple embedded clients, however a user should only log into one instance.



    ------------------------------
    Dan Wong
    EUC Engineer
    ------------------------------

    Original Message


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