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  • 1.  Embedding Genesys Cloud in Custom CRM – Integration, Authentication, and Licensing Questions

    Posted 07-20-2025 11:31

    Dear Genesys Developer Team,

    I hope you're doing well.

    We are currently using Genesys Cloud at AlAsilaCX and have developed a custom in-house CRM. Our objective is to integrate Genesys Cloud directly into our CRM interface, allowing agents to handle all interactions-especially voice-without switching between applications.

    We have opened support tickets with Genesys on these topics but haven't received feedback yet. We would appreciate your guidance to help us move forward with our integration plan.

    Key Questions

    Voice Interaction:

    • How are voice calls handled through the embedded Genesys Cloud widget?

    • Does the Embeddable Framework support WebRTC audio directly in the browser, or is a softphone installation required?

    • Are there any specific browser or firewall requirements we should be aware of?

    SDK and Development:

    • Where can we find the full SDK documentation and technical references to embed and customize the Genesys Cloud widget?

    • Is it possible to build a fully custom widget embedded within our CRM, or are we restricted to components available in AppFoundry?

    Licensing:

    • Is the Embeddable Framework included in our standard Genesys Cloud licenses?

    • Are there any additional costs or required subscriptions from AppFoundry to use the framework?

    • If we build our own custom integration without using third-party apps, is it supported and license-free?

    Authentication:

    Our CRM currently does not support OAuth and relies on form-based authentication.

    • Does Genesys Cloud support form-based authentication for integrations like this?

    • If not, what alternative authentication methods are supported and recommended for integrating Genesys Cloud with applications that cannot support OAuth?

    Best Practices:

    • What is the recommended OAuth flow and required scopes for an embedded integration?

    • Are there any sample projects, GitHub repositories, or sandbox environments you recommend we start with?

    Our goal is to deliver a seamless and unified agent experience within our CRM, and your input will help ensure our approach aligns with Genesys best practices.

    Thank you in advance for your support and detailed guidance.

    Best regards,
    Sayed Ashraf
    Senior Omni-channel Engineer
    Al AsilaCX – Saudi Arabia


    #API/Integrations
    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #Security

    ------------------------------
    Sayed Ebid
    Senior Omni Channel Engineer
    ------------------------------


  • 2.  RE: Embedding Genesys Cloud in Custom CRM – Integration, Authentication, and Licensing Questions

    Posted 07-21-2025 05:07

    Hello Sayed,

    I am going to move this to the Genesys Cloud Developer Community as your questions seem to be directed at the Developer Community.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Embedding Genesys Cloud in Custom CRM – Integration, Authentication, and Licensing Questions

    Posted 07-21-2025 06:30

    Thanks, Sam - I saw this post in email and came to recommend Sayed post in the Developer Community :-)



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

    Original Message


  • 4.  RE: Embedding Genesys Cloud in Custom CRM – Integration, Authentication, and Licensing Questions

    Posted 07-22-2025 02:30

    Hi @Sayed Ebid ,

            Genesys team created a universal connector application available through appfoundry that is designed to support every individual customer crm. 
    Here is the link  https://appfoundry.genesys.com/filter/genesyscloud/listing/3cd69717-322d-4c20-bf93-a53a207dd37a

    If you want to implement on your own, here is the embeddable framework end-to-end documentation
    https://developer.genesys.cloud/platform/embeddable-framework/

    Based on the requirements , Usually Universal CRM Connector team will be collabrating  with CRM developers/ admins and they will configure the connector to support different events such as search , screenpop, click-To-Dial and create individual records for each interaction.

    There will bi-directional communication established between CRM and connector through minor code changes



    Thanks,
    Thirumurugan



    ------------------------------
    Thirumurugan Balamurugan
    Senior PS Consultant
    ------------------------------

    Original Message


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