Mobile Office

Mobile Office comes in two versions, matching the type of Genesys Cloud license your users have. It's the same app with the same download link. The versions differ in features and in license fee.

Two versions, one app#

• Mobile Office for Genesys Cloud Associate, for users with a full Genesys Cloud license (Genesys Cloud CX 1 - 4).
• Mobile Office for Genesys Cloud Communicate, for users with a Genesys Cloud Communicate license.

Your users download the same app from the App Store or Google Play and log in with their Genesys Cloud credentials. Which version they get depends on the role you assign them in Genesys Cloud.

What's the difference?#

The rule is simple: if a feature is included in your Genesys Cloud license and Mobile Office supports it, you are able to use it in the app.

Genesys Cloud Communicate is a reduced license for business calling. It doesn't include ACD calls (calls routed through a queue) or digital interactions. Because of that, these features are not available in Mobile Office for Genesys Cloud Communicate either, and we offer this version at a reduced rate.

Both versions include, among others:

• direct inbound and outbound calls, status management and voicemail
• call recording and participant data during a call
• the Genesys Cloud address book, Microsoft Teams contacts and CRM integrations
• switching between WebRTC (calling over the internet) and PSTN (cellular line)

Only Mobile Office for Genesys Cloud Associate offers the following, as far as your Genesys Cloud license includes them:

• inbound and outbound queue calls, callbacks and outbound campaigns
• digital interactions such as SMS, chat, WhatsApp and Open Messaging, with canned responses
• transcriptions, AI summaries and secure pause

Be aware that some features, such as AI summaries, also need the matching Genesys Cloud add-on. Mobile Office can't be used with Genesys Cloud Collaborate licenses.

How do I give users the right version?#

Each version has its own Mobile Office page on Genesys AppFoundry. If your organization has both license types, you have the possibility to install both. The Installation guide walks you through it.

During setup, we automatically create a role for each version. Assign each user the role that matches their Genesys Cloud license:

• Genesys Cloud CX 1, 2 or 3: the role “MOUser”, or the permission “integration:mobileOfficeApps:view”
• Genesys Cloud Communicate: the role “MOCommunicateUser”, or the permission “integration:mobileOfficeCommunicate:view”

The role also decides the license fee, as we bill each user based on the Mobile Office permission they have.

A user is missing a feature?#

First check which Genesys Cloud license and Mobile Office role the user has. A Communicate user won't see queues or digital interactions, as Genesys Cloud doesn't offer these on that license.

For the full list of what Mobile Office supports, see What is supported and not-supported in Mobile Office?