Built exclusively for Genesys Cloud Elite AppFoundry Partner

Case Management Built Into Genesys Cloud

The call ends. The case doesn't. Feebak Resolve keeps every follow-up, approval and complaint inside Genesys — opened from the interaction, owned by a named agent, and closed against an SLA your team can actually see.

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WHAT WE DO

Case Management Interaction Widget Customer Portal Workflow Automation SLA & Escalation
The Follow-through Gap

The Problem Isn't the Conversation. It's What Happens After It.

Genesys Cloud handles the interaction beautifully. But a refund still needs approving. A complaint still needs investigating. A part still needs shipping.

The moment the customer hangs up, that work leaves Genesys and lands in a spreadsheet, a shared inbox, or a CRM nobody in the contact centre has a licence for. Nothing is assigned. No clock is running.

The next time anyone looks at it is when the customer calls back to ask — and now you're paying to handle the same issue twice.

What is Resolve?

One Case Record, From First Contact to Final Resolution

Feebak Resolve is a case management application for Genesys Cloud. A case is created from the interaction itself — pre-filled with the contact, the queue, and the conversation that started it — then carries its own owner, category, custom fields, SLA clock and complete communication history until it is closed.

Because Resolve runs on your Genesys org, there is no second directory to administer. Divisions, roles and login come from Genesys. Agents sign in once.

Teams use Resolve for:

The Feebak Resolve dashboard showing open, in-progress, on-hold and closed case counts alongside a status trend across the day
The Resolve interaction widget open in the Genesys Cloud agent desktop next to a live call, listing that contact's previous cases with their status and priority The Resolve interaction widget showing a case being created against the live interaction Agents exchanging internal notes on a case
Inside the Agent Desktop

Agents Never Leave the Interaction

Resolve runs as an interaction widget inside the Genesys Cloud agent desktop. While the customer is still on the line, an agent can see every case that contact has ever raised, open a new one against the live interaction, or add to an existing case — without switching systems or asking the customer to start again.

Close the Loop

Everything You Need to Finish What the Call Started

Case handling in a contact centre fails in four predictable places: the record, the handover, the reply, and the deadline. Resolve covers all four.

The Resolve category editor listing five case types, each with its own custom fields

Case Categories & Custom Fields

Model your business, not a generic ticket. Define case types with the fields you actually capture — text, dropdowns, dates and structured data — so reporting comes out clean instead of buried in free text.

A card dispute case with the case record on the left and two agents' internal notes on the right

Internal Collaboration

Agent-to-agent chat and internal notes attached to the case and invisible to the customer. Hand a case to a specialist team with the whole story intact, not a forwarded email.

A case showing its external and internal communication tabs alongside the case record

External Communication

Two-way email that threads onto the case by itself. The customer replies to a person, the case updates, and nobody spends their morning re-filing messages into the right folder.

The Resolve case list showing status, assigned agent, client, priority and SLA state for every open case

SLA & Escalation

Clocks that respect your work schedules rather than wall time. Resolve knows when your teams are open, warns before a target is missed, and escalates when it is.

Customer Portal

Let Customers Check Instead of Calling

Every “where's my case?” call is a call you already paid to handle once. The Resolve portal gives customers a secure view of their own cases — current status, what has happened so far, and a way to add information or documents without opening a new interaction.

Workflow Automation

The Process Runs Itself

Consistency in a contact centre shouldn't depend on who is on shift. Build the path a case takes once, and Resolve runs it every time.

  1. Event triggers

    Fire on case creation, status change, field update, or an approaching SLA threshold.

  2. Case journey

    Define the path a case takes through your organisation, and the conditions that move it forward.

  3. Notifications

    Email and SMS to the customer and to internal teams, at the milestones that matter.

  4. No-code builder

    Build and change workflows in the interface. No developer, no release cycle.

Native by Design

It Runs on Your Genesys Org, Not Beside It

Most case tools ask your contact centre to adopt a second platform, with its own users, its own permissions and its own login. Resolve inherits yours — which is the difference between a rollout and an install.

In Practice

What This Looks Like on a Tuesday Afternoon

Three situations every contact centre recognises, and what changes when the case lives inside Genesys.

The complaint that needs a written answer

A customer complains about fees they should not have paid. There is a clock on the response, and the agent who took the call finishes their shift at five.

The case is opened from the interaction with the complaint type and the deadline already attached. It has a named owner, it is visible to their team lead, and it escalates before the deadline rather than after it.

The refund nobody owns

The retailer says the refund was issued. The customer says it never arrived. Two teams each assume the other is chasing it.

One case record, one named owner, and a full history of who did what and when. The customer checks the portal instead of calling back a third time.

The handover to a specialist team

The front line cannot resolve it. Today that means forwarding an email and hoping somebody picks it up.

The case moves with its whole history intact — internal notes, customer messages and documents. Nothing is re-explained, and nothing quietly stops.

The Difference Resolve Makes

See what changes when Resolve becomes part of your contact centre.

Features
Follow-up Work
Agent Workflow
Case History
SLA
Customer Updates
Administration
Reporting
Without Resolve
Spreadsheets, shared inboxes and memory
Switch to a second system mid-call
Scattered across email threads and notes
Discovered after it has been breached
“Where's my case?” callbacks
A second directory of users and permissions
Free-text guesswork
With Feebak Resolve
A case record with an owner and a due date
Opened from the interaction, in the Genesys desktop
One timeline per case, internal and external
Warned before, escalated automatically
Self-service portal with real-time status
Genesys divisions, roles and login, inherited
Structured fields and clean categories
The Feebak Suite

Resolve Is One Quarter of the Loop

Feebak connects every stage of customer experience on Genesys Cloud — from the moment feedback is collected to the moment an issue is fully resolved.

Security & Compliance

Built on the org you already trust.

Resolve does not create a parallel place where your customer data lives. Access is governed by the Genesys Cloud org your team already administers, so the controls your security team has already signed off continue to apply.

Your existing controls apply
Sign-in and permissions come from Genesys. There is no separate access model for your security team to review, approve and then maintain forever.
Agents see what their role allows
Cases respect the same division boundaries as the rest of your Genesys estate, so nobody sees a record their role does not entitle them to.
Customers see only their own cases
Portal sign-in resolves to one customer's cases and nothing beyond them.
ISO 27001
certified
ISO 27017
certified
GDPR
SOC
(AICPA)
HIPAA
compliant
ISO 27001, ISO 27017, GDPR, SOC (AICPA) and HIPAA certification seals

Trusted Across the Genesys Ecosystem

Built by the team Genesys customers already rely on.

Feebak has been building exclusively for Genesys Cloud since 2019. Resolve is the newest product in that suite, and it inherits the same platform, the same security posture and the same delivery team. Figures below are for the Feebak suite as a whole.

100+ Organizations
8000+ Agents
3.5M Interactions (monthly)
10+ Countries
Contact centre agent on a call
FAQs

Frequently Asked Questions

The questions Genesys Cloud teams actually ask before a trial.

Still have questions?

Contact us
Does Feebak Resolve only work with Genesys Cloud?

Yes — and deliberately. Resolve is built exclusively for Genesys Cloud, which is why it can use your existing divisions, roles and login rather than duplicating them. That focus is what makes it native instead of merely integrated.

Do agents need a separate login?

No. Resolve uses Genesys managed login, so agents authenticate with the credentials they already have. There is no second account to provision when someone joins, and nothing extra to revoke when they leave.

How is Resolve different from a CRM or a helpdesk?

A CRM or helpdesk asks your contact centre to work in a second system. Resolve puts the case in the agent's Genesys desktop, opened from the live interaction and pre-filled with its context. The work stays where the conversation happened.

Can customers see their own cases?

Yes. The customer portal gives each customer secure access to their own case status, history, messages and documents — which turns “where's my case?” callbacks into a page they check themselves.

Can we customise case types and fields?

Yes. Define your own case categories with text, dropdown, date and structured fields so cases match your processes. Because the fields are structured rather than free text, reporting stays clean.

Does Resolve respect Genesys divisions and roles?

Yes. Cases and users are division-aware, and Resolve honours the permission model configured in your Genesys org. Administrators do not maintain a second set of access rules.

What happens when a customer replies to an email?

It lands on the case it belongs to, automatically, with the rest of the conversation. Nobody has to go looking for the case and file the message against it by hand.

How long does implementation take?

Resolve installs into your existing Genesys Cloud org, so there is no infrastructure to provision. The work is configuration: your case categories, workflows, work schedules and SLA targets. Talk to us about your setup and we'll scope it against how your teams already operate.

Is there a free trial?

Yes. Contact us and we'll set up a trial on your own Genesys Cloud org, with support throughout so you're evaluating Resolve against your real cases rather than a demo dataset.

Stop Losing Cases Between Systems

Own every case. Answer before the deadline. Stop paying twice.

Give your contact centre one place to open, own and close the work that outlives the conversation — inside the Genesys Cloud environment your teams already run on.

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Book a demo

Tell us about your Genesys Cloud setup and we'll walk you through Resolve against the way your teams actually work — then set up a trial on your own org, so you're evaluating it with your real cases rather than a demo dataset.

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