Applicable Product Lines: Genesys CX, Multicloud CX, Engage On-Premise, PureConnect Cloud, PureConnect On-Premises

The Genesys Care Mobile Application 2.0 is intended to help you interact with Genesys more quickly and efficiently.

Using your mobile device, you can:

  • Review your Open Cases (Support and Admin), including all public Case Updates
  • Post updates to your Cases
  • Contact any of our regional Product Support Centers
  • Chat with the Owner of your Support Case (or an available Analyst, if the Case Owner is unavailable) - (Genesys Engage Premise and Genesys Engage Cloud only)
  • Request for Escalation and Case Closure
  • View Alarms in your environment (Requires Remote Alarm Monitoring - Genesys Engage Premise only)
  • Subscribe for Notifications on your Company's Cases (Critical or High), new Escalations or Cloud Incidents (Genesys Engage Cloud)
  • Review Notifications received in the past 3 days
  • Select Favorites on an Account or Case for easy follow-up or Notification actions

NOTE: Please note that the Mobile App is only available to Customers and Partners that have My Support Designated Contact or Read-Only access.

Home screen

Once you have successfully logged in, you will be directed to the Home Screen of the app. The home screen paves way for faster navigation to go to cases, favorite cases or Accounts, Alarms of your environment or Notification Inbox.

NOTE:  Alarm Monitoring function is only available to On-Premise Remote Alarm Monitoring subscribers.

Users can use the Floating Search button specified on the bottom of the Home page to search for Accounts and Cases. This provides a global search option for searching accounts with the account name and case with case #. Users can search for Open Cases, Closed Cases and Accounts. This search by default returns result for the past 1 year. Users can modify the date range filter to search for cases based on the created date from previous years.

Once the search results are listed, the users can click on the list item to view the case details for a case or case list for an account. This search option will be available across the application.