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Genesys Cloud — User Guide

Prerequisites​

  • Deepdesk tenant admin access
  • Genesys Cloud admin access
  • Configured SSO (recommended): see Architecture → Authentication → SSO

Steps​

  1. Enable OAuth app/roles in Genesys Cloud for Deepdesk.
  2. Configure SSO in Deepdesk and map roles.
  3. Enable frontend ingestion for Genesys Cloud in Deepdesk.
  4. Deploy the injected widget to the Genesys Cloud UI.
  5. Validate data flow and agent access.

Validation​

  • Agent sees the Deepdesk panel within Genesys Cloud.
  • Live conversation data appears in the panel.
  • Actions (tags/status updates) sync back to the platform where configured.