FAQs: Genesys Cloud for Salesforce

No. Genesys Cloud for Salesforce integration offers events and customization that can cause issues with call logging, screen pop, and ownership assignment. Genesys recommends that supervisors must monitor agents from the Genesys Cloud browser or desktop app when the agent is handling the interaction from the embedded client in Salesforce.

Genesys checks two criteria and bills accordingly:

1. A user holds a Genesys Cloud for Salesforce integration license.
2. A user has a logged in presence at some point during the month (in either Genesys Cloud for Salesforce or Genesys Cloud).

Yes. Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs.

Agents can customize the following settings in the embedded client:

• WebRTC
  • Microphone
  • Speaker
  • Play ringtone on separate device
  • Pop WebRTC Phone Window
  • Advanced Mic Settings
    • Automatic Mic Gain
    • Echo Cancellation
    • Noise Suppression
• Queue
  • Prompt for queue on click-to-dial
  • Remember the last selected queue
• Notifications
  • Mute ringing for alerting interactions
  • Show system notification for alerting interactions
  • Ringtone
• Call Forwarding
  • Forwarding Number
  • Extension

These settings remain consistent across multiple browser tabs and persist even after agent sign-outs and browser resets.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

Yes. For customers using Chrome 120 version, Google recommends using the following flag:

chrome://flags/#tracking-protection-3pcd

For customers who use Chrome 121 or later version, see Set flags for testing in the Google documentation. 

Yes, Genesys Cloud for Salesforce integration supports Salesforce Person Accounts.

Genesys Cloud for Salesforce integration treats the Person Account as a Name attribute, which corresponds to the WhoId of the Salesforce Task record. The integration allows the Related To attribute, which corresponds to the WhatId in Salesforce, to be used for other purposes. This manipulation allows you to associate a call log with both the Person Account and other Salesforce objects including, cases or custom objects.

Salesforce does not auto enable Lightning Web Security setting when it detects the access to legacy components such as Aura components in your org. If you enable Lightning Web Security setting, the Genesys Cloud for Salesforce client might not work as expected, as the managed package uses some Aura components. Genesys Cloud recommends disabling the Lightning Web Security setting until Salesforce provides support for legacy components.

For more information about the integration, see About Genesys Cloud for Salesforce.

You selected Show system notification for alerting interactions in the client, but you are not receiving any notifications.

1. Check your browser notification settings to make sure that they allow notifications from Genesys Cloud. For example, if your Genesys Cloud organization is located in North American (East), then make sure that your browser notification settings allow notifications from https://apps.mypurecloud.com.
2. Check your computer system settings to make sure that they allow your browser to display system notifications.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

Yes, you can run Genesys Cloud Embeddable Framework or Genesys Cloud for Salesforce in multiple browser tabs, but you must be aware of the following limitations and requirements when using multiple browser tabs:

• You can only run the integrations in up to 10 browser tabs.
• You can run only one instance of the embedded client per browser tab.
• You cannot use embedded interaction windows.

  If you have multiple instances of embedded interaction windows, then the integration does not work properly. For more information about this setting, see settings in the Genesys Cloud Developer Center, Configure call center settings, and Add an embedded interaction window.

• You must configure the WebRTC Phone browser window to pop. 

  The WebRTC Phone window is a separate browser window that allows the integration to maintain connectivity as you navigate between browser tabs, close tabs, or refresh a tab. If the WebRTC Phone browser window is not configured to pop and you are running the client in multiple browser tabs, then you risk losing any connected interactions. Select the Pop WebRTC Phone window setting in the client and turn off the pop-up blocker in your browser. For more information about this window, see settings in the Genesys Cloud Developer Center, Change your WebRTC phone settings, Browser window for WebRTC phones, and Requirements for WebRTC phones.

For more information about the integrations, see About Genesys Cloud Embeddable Framework and About Genesys Cloud for Salesforce.

In 2020, Genesys changed the name of PureCloud to Genesys Cloud. Because older managed packages, administrator configurations, and code for the embedded clients could contain references to the former product name, you could continue to see the term PureCloud in your integration.

For more information about the name change, see Did PureCloud get a new name?

For more information about the integrations, see About the Genesys Cloud embedded clients.

To run Genesys Cloud for Salesforce, you must have a Genesys Cloud organization. Genesys Cloud for Salesforce uses Genesys Cloud for authentication. When you log in to Genesys Cloud for Salesforce, the integration prompts you to enter your Genesys Cloud credentials. You do not need to have Genesys Cloud open to run Genesys Cloud for Salesforce. You can run Genesys Cloud for Salesforce by itself, or Genesys Cloud as a side-by-side application for access to the fuller functionality of Genesys Cloud.

You can also use different numbers of Genesys Cloud organizations and Salesforce organizations together. The following table shows any limitations or special considerations.

Multiple Genesys Cloud organizations

You can use multiple Genesys Cloud organizations with a single Salesforce organization.

Log in to Genesys Cloud for Salesforce with the Genesys Cloud credentials that you want to use with this particular Genesys Cloud for Salesforce instance.

Genesys Cloud for Salesforce APIs

However, if you use Genesys Cloud OAuth clients to access the Genesys Cloud for Salesforce APIs, you cannot use multiple Genesys Cloud organizations with one Salesforce organization. The use of Genesys Cloud OAuth clients requires a one-to-one relationship between Genesys Cloud and Genesys Cloud for Salesforce.

Items that access the Genesys Cloud for Salesforce APIs:

• Campaign Management integration
• Routing of Salesforce Emails integration
• Genesys Cloud for Salesforce SDK

These items that access the APIs pull data from your Genesys Cloud organization into your Salesforce organization that has the Genesys Cloud for Salesforce client. For more information, see About Campaign Management in Genesys Cloud for Salesforce, About Routing of Salesforce Emails in Genesys Cloud for Salesforce, and SDKs in Genesys Cloud for Salesforce.

One possible workaround for Routing of Salesforce Emails is to use an Architect email flow to triage email interactions and distribute them to different Genesys Cloud organizations. For more information, see About Architect.

Different regions

You can have multiple Genesys Cloud organizations in different regions with a single Salesforce organization.

Modify the definition files in Genesys Cloud for Salesforce to use different regional domains. For example, if you want to use a Genesys Cloud organization that is located in the Asia Pacific (Tokyo) Genesys Cloud region, then modify the domain that appears for CTI Adapter URL to https://apps.mypurecloud.com.jp. For more information, see Change the region of your Genesys Cloud organization. 

When users log in to Genesys Cloud for Salesforce, they must log in with the Genesys Cloud credentials for the Genesys Cloud organization located in that particular region. 

For more information about the integration, see About Genesys Cloud for Salesforce.

Usually. The integrations create subject lines for interactions when the interactions connect. However, if an outbound call disconnects before the external party picks up, the activity record (in Salesforce) would not contain a subject.

For more information about the integrations, see About Genesys Cloud for Salesforce and About Genesys Cloud for Zendesk.

No. Currently, the subject line is not customizable. Agents can manually override subjects, but changing subjects is not good practice. Most call centers train their agents not to change subjects on interactions.

For more information about the integration, see About Genesys Cloud for Salesforce.

Absolutely! With Genesys Cloud for Salesforce, Genesys Cloud for Chrome, and Genesys Cloud for Firefox, and Genesys Cloud Embeddable Framework, you can configure the Click-to-Dial settings to prompt users for queues when they click a phone, email, or sms link. Genesys Cloud for Zendesk allows users to input a queue name before dialing a number from a phone or sms link, or sending an email from an email link. 

See information about click-to-dial in the following integrations:

• Genesys Cloud Embeddable Framework
• Genesys Cloud for Chrome
• Genesys Cloud for Firefox
• Genesys Cloud for Salesforce
• Genesys Cloud for Zendesk

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

This behavior varies depending on if you are in Sales Cloud or Service Cloud in Salesforce Classic or Sales Console or Service Console in Salesforce Lightning. 

In Sales Cloud, clicking View in Salesforce on the Interaction Log window causes the webpage to reload. The integration transfers data in the Interaction Log window to the Salesforce page.

In Service Cloud, Sales Console, or Service Console, if the Task tab is already open, the integration does not reload the tab when you click View in Salesforce. 

For more information about the integration, see About Genesys Cloud for Salesforce.

Before you can add a custom field to your Salesforce pages, you must create the custom field and map it to an interaction attribute. You can add any data that Genesys Cloud for Salesforce gathers as a custom field to your Salesforce pages. For more information about what data Genesys Cloud for Salesforce gathers, see the list of interaction attributes at Synchronize interaction attributes.

1. Create a custom field.

   For information, see Create Custom Fields in the Salesforce documentation.

2. Map the custom field to an interaction attribute.

   For more information, see Map interaction attributes to Salesforce activity fields.

After you create a custom field and map it to an activity field in Salesforce, add the custom field to your Salesforce page layouts. See Why are fields not appearing on my Salesforce pages?

For more information about the integration, see About Genesys Cloud for Salesforce.

Genesys Cloud for Salesforce gathers data that you can add as default or custom fields to certain Salesforce pages, such as Task Detail. These fields do not appear by default on Salesforce pages. Add the fields and then for new layouts, assign the layout to users.

1. Add fields.
   1. In Salesforce Classic, click Setup.
   2. Search for and click Task Page Layouts under Build > Customize > Activities.
   3. Add a page layout or edit an existing one.
      • New page layout: Click New.
      • Existing page layout: Click Edit next to the Page Layout Name. 
   4. Drag a field, such as Call Duration, from the Task Layout list to the Task Detail section.
      • Default fields: For a list of default fields that you can use, see the Default fields in Salesforce section at Synchronize interaction attributes. 
      • Custom fields: First create and map custom fields. For more information, see How do I add a custom field to my Salesforce pages?
   5. Above the Task Layout list, click Save.

      The Task Page Layout page appears with the new field.

2. For new layouts, assign the page layout to users.
   1. Click Page Layout Assignment.
   2. Click Edit Assignment.
   3. Select the page layout to use.
   4. Click Save.

You can also add default or custom fields to Page Layouts for Campaigns and Campaign Members.

1. Search for and click Page Layouts under Build > Customize > Campaigns or Build > Customize > Campaigns > Campaign Members.
2. Follow the steps to add fields and assign page layouts to users.

For more information about the integration, see About Genesys Cloud for Salesforce.

For the client to appear in Salesforce Lightning, change a few settings in Salesforce and create a component for the client.

1. Set up your Lightning apps to use the Salesforce SoftPhone.

   In Lightning, the client appears as a component, or Lightning app, accessible from the bottom of your browser window. For more information, see the Lightning apps setup section at Salesforce Lightning Experience.

2. Add URLs to the definition files.

   The managed package installed for Genesys Cloud for Salesforce includes definition files for both Genesys Cloud for Salesforce Classic and Genesys Cloud for Salesforce Lightning. Make sure the URL for Genesys Cloud for Salesforce Lightning points to the correct URL.  

   1. In Salesforce, click Setup.
   2. Search for and then click Call Centers.

      The All Call Centers page appears.

   3. Next to Genesys Cloud for Salesforce Lightning, click Edit.
   4. Update the CTI Adapter URL with https://<your region>/crm/index.html?crm=salesforce. For example, if your Genesys Cloud organization is located in the Americas (US East) region, the URL is https://apps.mypurecloud.com/crm/index.html?crm=salesforce. For other regions, see Change the region of your Genesys Cloud organization.
   5. Click Save.
3. Associate your user with Genesys Cloud for Salesforce Lightning.
   1. Under your user name at the top of the page, click Settings.
   2. Click Advanced User Details.
   3. Click Edit.
   4. Next to Call Center, click the Lookup icon.
   5. Select Genesys Cloud for Salesforce Lightning. 
      Tip: If Genesys Cloud for Salesforce Lightning does not appear in the Search Results, delete the text in the Search box and click Go! The Search Results update with Genesys Cloud for Salesforce Lightning.
   6. Click Save.
4. Access the client through a Lightning app.
   
   1. Click the App Launcher icon at the top of the page.
   2. Select the Lightning app, such as Sales, for which you created a phone component (step 1).

      A Phone component appears in the bottom of the page.

   3. Click Phone.

The client is now visible in Lightning.

For more information about the integration, see About Genesys Cloud for Salesforce.

Genesys Cloud for Salesforce is based on the Salesforce Open CTI APIs, which is what Salesforce currently supports. The CTI Toolkit has reached end of support with Salesforce and is not used with the integration.

For more information about the integration, see About Genesys Cloud for Salesforce.