1. What kind of Genesys User license does my organization need to have to use Radarr by Genesys?  

• Genesys Cloud user licenses to be used for Radarr by Genesys can either be named or concurrent licenses. However, the number of Radarr by Genesys users that can be created is dependent on how many named/concurrent licenses an organization has.  

2. Can any Genesys Cloud user install Radarr by Genesys? 

• The user who will install needs to check and enable the following permissions on Genesys Cloud:
  • General > Group Administration
  • Integration > radarrSocialListening > All Permissions
  • Integrations > Integration > All Permissions
  • OAuth > All Permissions
  • Authorization > Grant > All Permissions
  • Directory > Group > All Permissions
  • Authorization > Role > All Permissions
• Only one Genesys Cloud user per organization should install Radarr by Genesys. After the app is installed, the person who installed can add other users who need to access the app. 

3. Can more than one Genesys Cloud user per organization install Radarr by Genesys? 

• No, only one Genesys Cloud user per organization should install Radarr by Genesys. This is important to avoid installation issues. 

4. I started my free trial, but I wasn’t able to maximize it. Can it be extended?  

• We cannot do that, unfortunately. Your free trial expires 30 days after signing up. If you need access after this, you will have to purchase a subscription to Radarr by Genesys in Genesys Appfoundry. 

5. What are the limits of a free trial/subscription?  

• A 30-day free trial includes:  One Listen query/topic OR one competitor page configured under the Page Analytics module, a maximum of 50,000 posts captured for your Listen query/topic (for 30 days), three online profiles connected, three automated alerts, and four users.

• If you have a paid subscription, please refer to your purchase order for the number of SKUs you are subscribed to. 

6. How do I install Radarr by Genesys from Genesys Appfoundry? 

• Please refer to this step-by-step guide. 

7. What is the responsibility of the person who installed Radarr by Genesys? 

• The person installing Radarr by Genesys on Genesys Cloud becomes the ‘Radarr by Genesys owner’. There is only one owner for the app. The owner will have admin access and can add Radarr by Genesys admin users. Radarr by Genesys admin users share the same permission as the owner.  

8. I have a Genesys Cloud account, but I am unable to install Radarr by Genesys. 

• The user who will install needs to check and enable the following permissions on Genesys Cloud:
  • General > Group Administration
  • Integration > radarrSocialListening > All Permissions
  • Integrations > Integration > All Permissions
  • OAuth > All Permissions
  • Authorization > Grant > All Permissions
  • Directory > Group > All Permissions
  • Authorization > Role > All Permissions
• Also, only one Genesys Cloud user should install Radarr by Genesys per organization. Please check the installation guide for more details. 

9. I have installed Radarr by Genesys but it’s not showing under the “Apps” tab. 

• Please ensure that you follow every step of the installation guide. 

10. I have installed Radarr by Genesys and have added users in my org, but they can’t see it under the “Apps” tab. 

• Please ensure that you follow every step of the guide to add users.  

11. I have been added as a Radarr by Genesys user and can see the app, but I can’t configure online accounts and social listening queries. 

• Upon installation, only the person who installed the app is given Radarr Admin access automatically. Please check the guide on how to change users’ Radarr access type. Please also check if someone else in your org downloaded Radarr by Genesys. Only one Genesys Cloud user should install the app to avoid issues. 

12. I have installed Radarr by Genesys. How do I start replying to my online messages?  

• Please refer to this link for a step-by-step guide on how to configure Engage. 

13. I have connected my social media profiles and know how to respond to messages on my pages. I want to track conversations happening elsewhere on social media, how do I do that?  

• Please refer to this link for a step-by-step guide on how to configure listening queries with the Listen function. 

14. How do I integrate Salesforce with Radarr by Genesys?  

• We have created this comprehensive guide to help you with this. However, it is best to engage your Salesforce SME to ensure that there won’t be any issues with the process. Alternatively, you can contact your Genesys Account Executive for Professional Services consultation engagement. 

15. I need more help using the platform. Who can I reach out to?  

• Please email us at cssradarrsupport@genesys.com. 

16. My app usage has exceeded the trial/purchased SKU. How does billing work for the usage over the limit? 

• An org’s app usage (in terms of the number of Listen queries, data volume captured for Listen queries, number of profiles connected, number of automated alerts, and the number of app users) is counted by a billing engine daily. It considers the high watermark within a customer’s billing cycle regardless of the calendar month.  
• Example scenario: If a trial customer, limited to 1 SKU, starts their cycle on the 5th and uses 1 SKU for most of the month, but their usage increases to 2 SKUs on the 19th, we will invoice them for 2 SKUs on the 5th of the next month. 
• The same logic works for paid subscriptions, but the limit is the number of SKUs they purchased. 

17. Our org signed up for a trial, however, our usage exceeded the trial SKU limit. We don’t want to be charged at the end of our trial, is there a way to decrease our usage to 1 SKU? 

• Please see the below information on how to optimize your app configuration: 

• Number of Listen queries (limit of 1 for trials) – An admin user may delete unnecessary queries in System Configuration > Listen Queries. 

• Data volume captured for Listen queries (limit of 50,000 for trials) – This number is cumulative and cannot be decreased. Please ensure you don’t set up broad queries that will pull a lot of data (i.e. create specific queries and pull data from specific countries NOT worldwide). Please refer to this article to see how you can monitor your data usage. 

• Number of profiles connected – An admin user may disconnect profiles in System Configuration > Connect Profiles > click “Revoke” under the three-dot menu for each profile. 

• Number of automated alerts – An admin user may delete unnecessary alerts in Listen and Engage > Others > Alerts. 

• Number of app users – Please reach out to your onboarding specialist or cssradarrsupport@genesys.com for information about deleting app users. 

18. How can I cancel my trial subscription? 

• To cancel your subscription please follow the steps mentioned on this page.