Troubleshoot the Genesys Cloud embedded clients

Genesys Cloud provides embedded client solutions enabling call control, omnichannel routing, and campaign management across Chrome, Firefox, Salesforce, and Zendesk platforms, with support for call forwarding configuration, interaction creation, outbound communication, and WebRTC phone functionality including phone number validation, media type configuration, queue selection persistence, and speaker testing. Common troubleshooting issues span multiple categories across the platform. Call forwarding failures frequently result from invalid phone numbers, while interaction creation problems affect alerting capabilities. Queue-related limitations include missing outbound email addresses and SMS numbers. WebRTC phone functionality issues encompass audio problems, call pickup failures on specific browsers, connectivity issues, and unexpected pop-up closures. Platform-specific issues for Genesys Cloud for Salesforce include campaign synchronization failures, Omni-Channel error messages, auto-association failures, call control visibility problems, multi-tab browser operation limitations, embedded interaction window loading failures, and screen pop malfunctions. Cross-platform issues include active SMS conversation conflicts, browser autoplay policy impacts, and client visibility problems. A critical limitation exists regarding concurrent operation: running different variants of Genesys Cloud embedded clients simultaneously with Genesys Cloud Communicate for mobile apps will result in unusual behavior affecting interaction logs, WebRTC phones, and other functionalities and should be avoided. To resolve multiple client alerting issues, configure WebRTC settings to designate the preferred client as the primary client to ring. This documentation applies to Genesys Cloud Embeddable Framework and platform-specific implementations across browser extensions, Salesforce, and Zendesk integrations. Additional resources are available through integration documentation and community support channels to provide comprehensive troubleshooting guidance for all deployment scenarios.