Genesys Cloud - Main

Hi Community ,

I am unable to see script for a voice interaction in genesys cloud for salesforce .

Steps : I added and embedded interaction window and enabled settings required settings as highlighted in the link https://help.mypurecloud.com/articles/add-an-embedded-interaction-window/ , but still unable to see agent script .

Please Note :

1) as per this link , i should be able to see script button on voice call : https://help.mypurecloud.com/articles/use-co-browse-with-an-interaction/  (see : 'in the script window click start screen share' )

2) i tried this in two setups and even asked my colleagues but none of us can get the agent script while making/receiving a call

3) Only when i attach the default inbound script or any other script via 'set screen pop ' action in architect , then i am able to see the script button .

Regards,

Garima.

I raised a ticket with care and received an answer .

I was expecting the GC for Salesforce to behave the same as GC with browser / desktop app.

In gc browser/desktop app :- There is no explicit need of attaching a default inbound script in queue configs /architect flow .the default script automatically pops to the agent for a voice call.

But , In gc for salesforce :- we must explicitly attach the default inbound script under queue settings. If we miss this step, script icon would not show up and the genesys cloud interaction utility will be blank .

Regards

Garima.