FAQs: Collaborate for iOS
Do the Genesys Cloud mobile apps support FedRAMP compliance?
Yes, the Genesys Cloud mobile apps support FedRAMP compliance. For more information, see the following:
How do I log in to the Genesys Cloud mobile apps?
- To launch the app, on your home screen, tap its icon.
- At the bottom of the screen tap Login.
- Make sure the correct region appears under the Email Address and Password boxes. If you are unsure of your region, contact your organization’s Genesys Cloud Administrator.
- To log in, depending on how you log into the desktop or web application, do one of the following:
- To use an email address and password, in the Email Address box, enter your email address, and in the Password box, enter your password. Note: If you do not know your password,see Reset your password
- To use SSO (single sign on), tap More Login Options, enter your organization name, and tap Next. Authenticate with your organization’s identity provider.
- To use an email address and password, in the Email Address box, enter your email address, and in the Password box, enter your password.
Why do I get a Session Expired message?
A session is not meant to be permanent. Sessions expire for security reasons. When you receive the message, log back in to the app.
- 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.
What is the difference between Genesys Collaborate for Android and iOS and Genesys Communicate for Android and iOS?
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.
What happens if I am signed into both Collaborate and Communicate and I sign out of one?
Collaborate and Communicate have independent logins. If you log out of one, the other is unaffected.
Can I receive calls with the Collaborate mobile app?
No. Collaborate for iOS and Android is not a telephony endpoint. For calls on mobile devices, Genesys recommends Genesys Cloud Communicate for iOS, available in the App Store and Genesys Cloud Communicate for Android, available in the Google Play store.
Why are Collaborate for iOS users missing expected functionality, such as the inbox or call controls?
Missing permissions can cause unpredictable behavior with Collaborate for iOS. Double check permission requirements.
Where can I download the desktop and mobile apps?
You can download Collaborate for iOS from the App store. Search for Genesys Cloud Collaborate.
For more information about the Genesys Cloud desktop app, see Desktop app overview.
How does status sync between the mobile app and the desktop or browser apps?
When you change your status in any app, the change synchronizes with all other apps.
On iOS, what do I receive notifications for and how?
Collaborate for iOS 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 > Notifications > Collaborate on your iOS device. The Genesys Cloud mobile app supports Show in Notification Center, Sounds, Show on Lock Screen, and badging, including badge count, on the app icon.