FAQs: Collaborate for Android

What is the difference between Genesys Collaborate for Android and Genesys Communicate for Android?

Collaborate is a chat application that allows you to collaborate with your business colleagues, and Communicate is a telephone application that allows you to call your colleagues, partners, and customers from virtually anywhere.

FAQs about functionalityClick to expand

Can I receive calls with the Collaborate mobile app?

No. Collaborate for iOS and Android is not a telephony endpoint. For calls on Android devices, Genesys recommends Genesys Cloud Communicate for Android, available in the Google Play store.

How do calls work using Collaborate for Android?

For calls on mobile devices, Genesys recommends Genesys Cloud Communicate for Android, available in the Google Play store.

How do I react to a chat message?

If your admin enables chat reactions, you can react to Collaborate chat messages. To react to a chat message, follow these steps:

Tap and hold the message that you want to respond to.
Above the message, do one of the following:
- To express approval, tap Approve .
- To express disapproval, tap Disapprove .
- To express that you love the message, tap Love .
- To use another emoji to express your reaction, tap Emoji and select the emoji from the options.
  Note: You can also quote or copy the message.

FAQs about downloads and updatesClick to expand

Where can I download the desktop and mobile apps?

You can download Collaborate for Android from the Google Play store. Search for Genesys Cloud Collaborate.

For more information about the Genesys Cloud desktop app, see the Genesys Cloud Resource Center.

How can I check for available updates for Collaborate for Android?

To check your version of Collaborate for Android, do the following:

Tap Menu and select Help. If an update is available, an upgradelink appears.
To go to the Google store and install the new version, tap An upgrade is available! Download now.

FAQs about locationClick to expand

How does my current location sync between Collaborate for Android and the desktop or browser apps?

If you log in on multiple clients, then Genesys Cloud reports your most recent location.

Genesys Cloud reports the most recent location update from the last computer that you used in the following situations:

If you log out of Collaborate for Android
If the location times out after the one-hour time period

Collaborate on your Android device reports the location when the app is in the foreground and in the background. It also reports if you close the app.

How do I change my location setting with Collaborate for Android?

If you previously declined to allow Collaborate for Android access to your location information, make sure that you add your location or check your location setting. To check or change your location setting, tap Settings > Location.

When you install Collaborate for Android, the installation process prompts you to allow the app to collect your location information. After you allow your device to share your location, your current location is available in Genesys Cloud.

How does my current location sync between the browser or desktop apps and the mobile app?

If you log in from multiple clients, then Genesys Cloud reports your mobile app’s most recent location. In other words, your mobile phone’s location is primary when you use multiple Collaborate clients:

If you log in to multiple Collaborate clients; for example, the web browser app on your work computer, the desktop app on your home computer, and the mobile app on your mobile phone, Genesys Cloud reports the most recent update from your mobile device.
If you do not log in to Collaborate for iOS or Android, or if the location on the mobile device timed out after the one hour timeout period, Genesys Cloud reports the most recent location update from the last computer that you used.

Note: Android devices report their location when the app is in the foreground, background, and terminated (swiped out).

How do I select my region?

When you log in to the browser app, desktop app, or mobile app, select the region where your organization was created; for example, Americas (US East). If you are already logged in, then log out and log back in with the selected region.

Whether you are in the office, at home, or traveling, your access to Genesys Cloud routes to the URL that corresponds to the location of the Amazon data center for your region.

If you are unsure of your region, contact your Genesys Cloud administrator. Alternatively, try these workarounds.

First time log in: Access the Genesys Cloud login URL for each region. Login is successful only with the URL that corresponds to your organization’s region.
Currently logged in: (web app only) The web app URL corresponds to your organization’s region.

For more information about regions, see AWS regions for Genesys Cloud.

FAQs about loginsClick to expand

What happens if I log in to both Collaborate and Communicate and I then log out of one?

Genesys mobile app logins are unaware of one another.

If I log in to Collaborate for Android, must I log in to Genesys Tempo™ for Android separately?

No, when you log in to Collaborate, you also log in to Tempo.

How do I log in to Collaborate for Android?

To log in to Collaborate for Android, follow these steps:

From the Regions list, select the region in which your organization was created.
Tap Choose.
Note: If you have more than one browser installed, Communicate may ask you to select the browser you want to use.
Enter your email address and password, and tap Log In. Alternatively, if your administrator enables single sign-on (SSO), click More Login Options, enter your organization name, and authenticate with the identity provider, for example, OneLogin.

How do I log out of Collaborate for Android?

To log out of Collaborate for Android, tap Menu and then Logout.

Notes:

If your organization uses email address and password authentication, you may notice your browser briefly load to log you out of Genesys Cloud.
If your organization uses SSO authentication, you may notice your browser briefly load to log you out and remove your existing access token for Genesys Cloud. However, your SSO provider authentication remains, which prevents the need to supply your credentials the next time you open Genesys Cloud. To disable this authentication completely, log out of your SSO provider in your selected browser.

Why do I get a session expired message?

Sessions are not permanent and they expire for security reasons. When you receive the message, log back in to the app.

The default session timeframe for an authenticated user on the mobile apps is 30 days. You cannot customize this value.

Notes:

If your organization uses Automatic Inactivity Timeout, Collaborate logs you out after the set period of inactivity, superseding the default timeout.
If your organization is HIPAA complaint, Collaborate logs you off after 15 minutes, even if your admin does not set the inactivity timeout. Even if your admin sets the inactivity timeout, the maximum amount can be no more than 15 minutes.

FAQs about permissions and requirementsClick to expand

What are the prerequisites for Collaborate for Android?

To use Collaborate for Android, you must have the following:

A browser that supports Chrome Custom Tabs

The following org permission:

General > Unified Communications

And the following user permissions:

Chat > Chat > Access (to access Collaborate chat)
Chat > Setting > Edit (to enable the always notify on mobile option)
Chat > Settings > View (to enable chat reactions)
Routing > Agent > Onqueue (to allow access to agent-specific chat rooms)
Routing > Queue > Edit (to allow access to agent-specific chat rooms)
Mobile > Collaborate > View (t0 access the Collaborate mobile apps)

Why are Collaborate for Android users missing expected functionality, such as the inbox or call controls?

Missing permissions can cause unpredictable behavior.

How can an admin deny a user access to the Collaborate mobile app?

To prevent a user's access to the Collaborate mobile app, remove the Mobile > Collaborate > View permission.

Does Collaborate for Android support FedRAMP compliance?

Yes, the Genesys Cloud mobile apps support FedRAMP compliance.

FAQs about status and notificationsClick to expand

On Android devices, what do I receive notifications for and how?

Collaborate for Android notifies you of one-to-one chat messages and of group chats where someone mentions you using the @ symbol.

When you enable notifications in the mobile app settings, the mobile device delivers notifications based on the device settings. See Settings > Apps > Collaborate on your Android device. Notifications include badging with badge counts on the app icon.

To receive notifications from Communicate, regardless of your presence and status on other clients, follow these steps:

Tap More .
Tap Settings.
Tap Chat.
Set Notify me on mobile to Always.

How does my status sync between the mobile app and the desktop and browser apps?

When you change your status in any app, Genesys Cloud synchronizes the change with your other apps.

How do notifications sync between the mobile apps and the desktop and browser apps?

When your desktop browser app presence is Online or Busy, you do not receive notifications on your mobile device unless the mobile app is open.

When your desktop or browser app presence is Away or Offline, you receive notifications on your mobile device, even if the mobile app is not open. To stop receiving notifications on your mobile device, log out of the mobile app.

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