Yes, there are 2 approaches to get the user context token

• Use of authentication via Genesys
• Use of the embeddable framework
• https://developer.genesys.cloud/authorization/platform-auth/use-authorization-code
• https://developer.genesys.cloud/authorization/platform-auth/use-implicit-grant

Risks to use?

• a)If full client + 3. party app with another token are running in parallel, there could be sync problems.
• You can not answer a call via API because of the WebRTC technology.

No.

Potential solution:

See article >> https://developer.genesys.cloud/blog/2023-09-28-answer-call-via-api/#using-genesys-cloud-webrtc-phones

• a)Use auto answer
• or use nailed connections

Yes, activating the auto-response function can solve the problem, but what happens if:

• •the agent forgot to logout
• •The agent is working on another activity an is getting a call
  (ACD or NonACD) but will not get interuppted
  

Yes, if the agent has a headset or hardphone where the agent can answer the call this device.

• A very strong organizational discipling would be required.

Risk:
Agent could be confused if he gets calls when the agent is working on another topic.

You can use nailed connections but there is no advantage agents no nailed connections for the integration use case perspective.

Risk:

• For large installations you have a lot of parralel concurrent sessions with Genesys Cloud permanently.
• A nailed connection is only established after the first call. The first call must be answered in the classic way by the agent.
• The the browser is relloaded the nailed connection will get lost.
• So agents could be confused if it works sometimes and sometines not.