Genesys Cloud
Genesys Cloud to enable answering calls from desktop or browser notifications

In a future release, Genesys Cloud will allow users to answer, or decline incoming voice calls directly from desktop or browser notifications, even when the Genesys Cloud application is minimized. Clicking on the body of the notification will also bring the Genesys Cloud app back into focus. Previously, users had to restore or navigate to the Genesys Cloud application window to take action on an incoming call. This new feature makes answering or declining calls more convenient and immediate, reducing interruptions to the user’s workflow. It also ensures users don’t miss important calls simply because the application is not in the foreground. Genesys Cloud administrators will control the rollout of this feature through an organization setting. By default, the functionality will be turned off upon release, giving organizations the flexibility to enable it when ready. This improvement is part of a broader initiative to make desktop and browser notifications more actionable, with the aim of supporting users in high-paced, multitasking environments more effectively.