FAQs: Integrations

To obtain the IP address range that Genesys Cloud uses to access the encryption keys stored in your Local Key Management (LKM) service, you can make a request to the following Genesys Cloud Public API endpoint: Get public IP address ranges for Genesys Cloud.

You can improve the security posture in your LKM service by setting up an allowlist based on the IP addresses obtained as an API access criteria.

The request returns a list of IP ranges for various services. To set up an allowlist for LKM service, use the IP range that is marked as “encryption”.

{
  "entities": [
    {
      "cidr": "52.40.250.127/32",
      "service": "imap",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "52.40.250.127/32",
      "service": "encryption",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "52.24.229.164/32",
      "service": "encryption",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "44.253.232.232/32",
      "service": "data-actions",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "44.253.232.232/32",
      "service": "smtp",
      "region": "us-west-2",
      "direction": "outbound"
    },
    {
      "cidr": "44.253.232.232/32",
      "service": "imap",
      "region": "us-west-2",
      "direction": "outbound"
    },
    ...
  ]
}

To troubleshoot your Digital Bot Connector integrations, try these resources prior to contacting customer support:

• You can find the examples of rich media type such as cards, carousels, and quick replies in Digital Bot Connector (v2) Customer API Spec.
• Troubleshoot your connection between Genesys Cloud and your Digital Bot Connector server using Genesys Operational Console, see Troubleshoot using the Genesys Cloud Operational Console.
• When troubleshooting via Genesys Operational Console, ensure that you are subscribed to Digital Bot Connector Events events from your third-party bot servers by registering for the Digital Bot Connector events.
• Flow Authors can troubleshoot a particular conversation using the Flow Execution History tab in Cloud Architect, and step by step in replay mode.
• Post your questions in the Genesys Cloud – Developer Community.

To troubleshoot your Transcription Connector integrations, try these resources prior to contacting customer support:

• Genesys AudioHook test suite: If you are using the Genesys AudioHook Sample Service as your server reference code, refer to this section for all the tests you must run against your Transcription Connector server (middleware), to ensure that you can make your first connection, receive the first audio from Genesys Cloud and send transcriptions back.
• Troubleshoot your connection between Genesys Cloud and your Transcription Connector server using Genesys Operational Console, see Troubleshoot using the Genesys Cloud Operational Console.
• When troubleshooting via Genesys Operational Console, ensure that you are subscribed to Audiohook events from your third-party servers by registering for the Audiohook events.
• Post your questions in the Genesys Cloud – Developer Community.

To troubleshoot your Audio Connector integrations, try these resources prior to contacting customer support:

• AudioConnector Server Reference Guide: This sample code contains information to ensure that you can make your first connection, receive the first audio from Genesys Cloud and send audio back.
• Troubleshoot your connection between Genesys Cloud and your Audio Connector server using Genesys Operational Console, see Troubleshoot using the Genesys Cloud Operational Console.
• When troubleshooting via Genesys Operational Console, ensure that you are subscribed to Audiohook events from your third-party servers by registering for the Audiohook events.
• Post your questions in the Genesys Cloud – Developer Community.

To troubleshoot your Audiohook Monitor integrations, try these resources prior to contacting customer support:

• Genesys AudioHook test suite: If you are using the Genesys AudioHook Sample Service as your server reference code, refer to this section for all the tests you must run against your Audiohook Monitor Server (middleware), to ensure that your first connection is successful and you can receive the first audio from Genesys Cloud.
• Troubleshoot your connection between Genesys Cloud and your Audiohook Monitor server using Genesys Operational Console, see Troubleshoot using the Genesys Cloud Operational Console.
• When troubleshooting via Genesys Operational Console, ensure that you are subscribed to Audiohook events from your third-party servers by registering for the Audiohook events.
• Post your questions in the Genesys Cloud – Developer Community.

To collect logs for troubleshooting the Genesys Cloud for Microsoft Teams integration:

1. Open the embedded Genesys Cloud app in Microsoft Teams.
2. Press Ctrl+Alt+Shift+1 simultaneously in the client window. This action triggers log collection.
3. The logs are automatically saved to your computer’s Downloads folder.
4. Zip the log files.
5. Send the zipped logs to Genesys Customer Care for further analysis.

For more information, see About Genesys Cloud for Microsoft Teams.

Yes, Genesys Cloud supports open messaging for identity resolution. For open messaging interactions, Genesys Cloud uses the opaque ID provided through the open messaging integration. If the opaque ID is not available, Genesys Cloud uses the phone number or email address, if supplied. The opaque ID is stored as an external ID. If either the opaque ID, the email address, or the phone number search results in a single match, Genesys Cloud auto-links the contact. For more information about configuring identity resolution for open messaging, see the Developer Center.

.

No. Data actions maintain a cache of a finite set of authentication tokens. These tokens are reused for subsequent requests until the cached token expires or the request using the cached token fails. Then, the token is replaced and the original request is retried with the newly acquired token.

For more information about the integrations, see About the data actions integrations.

No, while you use Genesys Bot Connector, you only incur BYOT charges. Genesys does not add additional fair use allocation charges.

A successful AudioHook session includes the following high-level states:

• Genesys Cloud establishes the HTTP WebSocket connection to your services and authenticates the client.
• After Genesys Cloud has established the WebSocket connection, the client initiates an open transaction. The client does not send audio until the server completes the open transaction and responds with an “opened” message.
• When the session is open, Genesys Cloud starts sending audio to the server and the server can send event messages to Genesys Cloud.
  Note: AudioHook currently does not support re-establishing session connections.
• The client or the server can send a “paused” message to notify that the stream is paused. For example, if the stream is in a server-initiated pause and the client initiates its own pause, then the client sends a “paused” message.
• The server can send a “resume” message to the client to end a pause the server has initiated. If there is a client-initiated pause, then the client responds with a “paused” message to indicate to the server that the stream is still paused.
• When the interaction ends, which can happen at the server’s request, the client initiates a close transaction to ensure a clean finalization of the session. The client does not send any audio frames after the client issues the “close” message. This enables the server to terminate downstream sessions gracefully, finalize results, and communicate them to the client as appropriate in “event” messages.
• The client terminates the TLS/TCP connection.

You can use the Audio Monitoring action within your Architect call flow to enable or disable streaming. 

All conversations are streamed to the URL you specify for your AudioHook server. Your AudioHook server will be responsible for deciding which AudioHook stream to accept or reject.

Text-to-speech (TTS) playback depends on the voice you choose in Architect:

• If you choose a Google TTS voice, Google Cloud Dialogflow CX performs the TTS playback.
• If you choose a non-Google TTS voice, Architect receives the raw text-to-speech string and performs the TTS with the selected third-party TTS engine.

The Genesys Cloud and Amazon Lex integration does not support DTMF. However, the Genesys Cloud and Amazon Lex V2 integration does support DTMF capability. For more information, see About the Amazon Lex V2 integration.

• Currently Genesys Cloud allows one Amazon Lex and one Lex V2 integration each per organization. However, you cannot add more than one Amazon Lex V1 and more than one Amazon Lex V2 integration.
• To use a different AWS account with the Amazon Lex integration, change the integration’s credential to the ARN that corresponds with the new account.

• If you publish a new version of a bot, make sure to give it an alias, or make sure that an existing alias is updated to use the new version of the bot.
• Refresh your cache.
• When you revalidate the flow or refresh the Genesys Cloud page, it may take a minute or two to update.

• Verify that the IAM role has the permission to run bots. For more information, see Troubleshoot Amazon Lex integrations.
• Verify that the bot still exists in your AWS account.
• Verify that the Lex integration is still active in Integrations.

• Make sure that a Lex or Lex V2 bot has been created in the AWS console and received an alias.
• Verify your AWS account. If you configured separate test and production accounts, be sure that you check for the bots in the correct account.
• Verify that the IAM role has the correct permissions. For more information, see Troubleshoot Amazon Lex integrations.
• For Lex V2, confirm that your bots were created in the correct AWS region. For example, us-east-1 for US, eu-west-1 for EU. For Lex V2, make sure that your integration’s advanced configuration is either {}, or that you include the region in which the bots are associated. For more information, see Configure and activate the Lex V2 integration in Genesys Cloud.

A per invocation charge occurs when you call Lex from Architect. You can design your Lex bot to prompt and capture information through multiple utterances within a single Lex invocation.

Genesys Cloud may be unable to access your AWS account with the credentials that you provide. Check that you copied the ARN correctly from the console, and that you configured the IAM role correctly. For more information, see Troubleshoot Amazon Lex integrations.

Amazon Lex and Lex V2 are premium applications. You cannot install a premium application until you update your Genesys Cloud subscription, by purchasing a license to use the application in your organization. To purchase a premium app, contact Genesys Cloud Sales. For more information, see About premium applications.

Genesys Cloud does not support prompts in Amazon Lex V1 bots for languages that use non-ASCII characters.

To use the Nuance Recognizer as a Service (NRaaS) integration in a bot flow, you must enable the following products in your Genesys organization:

For more information on pricing, review the following tables:  

Genesys Cloud streams audio in real time to a user-configurable API URL endpoint for Nuance Recognizer as a Service (NRaaS). NRaaS is a Genesys Cloud integration with Nuance, an external automatic speech recognition (ASR) provider, which requires Genesys to route requests to cloud services hosted outside the Genesys cloud infrastructure. Therefore, for example, even if the Genesys Cloud organization that uses the NRaaS integration is located in Mumbai, Genesys Cloud cannot guarantee that it keeps all streamed audio exclusively within the Mumbai region. Also, if a Genesys org is based in Mumbai, but the NRaaS integration supports languages like Canadian French or Italian, Nuance serves those languages from data centers in Canada and Europe, respectively. According to the Nuance documentation, ASR requests for these languages must be sent to Nuance URLs hosted in those regions, outside the Mumbai region. The same applies to all Genesys Cloud regions.

Nuance Recognizer as a Service (NRaaS) is a third-party, cloud-to-cloud integration. Genesys Cloud streams out audio in real time (along with the GRXML grammar file) to Nuance Recognizer for processing. NRaaS transforms the audio to text, and returns the results to Genesys Cloud.

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.

Yes, you can use Genesys Cloud with a Salesforce instance that enables enhanced domains. 

The configuration setup that you define for the data actions integration executes for the Salesforce orgs that are enabled with enhanced domains.

Genesys Cloud understands that your credentials and secrets are sensitive information, and we treat them with the utmost care. We encrypt your credentials and secrets and store them in a secured environment. Some of the strict security measures that we implement include:

• Store credentials in a highly encrypted manner with extra security and cryptographic protections
• Provide additional access controls to limit sharing to only those services that require your credentials
• Establish safeguards to ensure that credentials are inaccessible to the Genesys Cloud engineers in any format
• Ensure that credentials are not available through the public API
• Transmit credentials internally to the services that actually use them in an encrypted manner

For more information about Genesys Cloud security, see About security and compliance.

Yes. Under certain circumstances, such as working with SCIM clients, you may need to add a non-E.164 number to support call transfers across phone trunks to external platforms, such as Microsoft Teams, Zoom Phone, and others. To do so, you can use Azure, Active Directory, or SCIM to populate the Other Phone field on a user profile with a non-E.164 number.

For more information, see Configure the Microsoft Teams integration or Configure the Zoom Phone integration.

No. Genesys Cloud currently only supports unidirectional syncing from identity management systems to Genesys Cloud. Any changes made in Genesys Cloud will not be synced to the identity management systems and may be overwritten during the next sync from identity management systems to Genesys Cloud. Whether attributes changed in Genesys Cloud are overwritten during a sync depends on if the attributes are mapped in the identity management systems.

For example, let’s assume that you map the department attribute in your identity management system to an attribute in Genesys Cloud but you do not map the mobile number attribute. 

• You update the department in your identity management system. This change causes your identity management system to sync user data to Genesys Cloud. If you previously changed other user data in Genesys Cloud that is mapped in your identity management system, then the sync overwrites those changes in Genesys Cloud.
• You update the mobile number in your identity management system. This change does not cause your identity management system to overwrite the mobile number in Genesys Cloud. 

For information about Genesys Cloud SCIM (Identity Management), see About Genesys Cloud SCIM (Identity Management) and Genesys Cloud SCIM (Identity Management) overview (Genesys Cloud Developer Center).

When you unassign a user from the Genesys Cloud application in Okta, Okta changes the status of the user to inactive. The user in Genesys Cloud retains assigned roles if the user is reactivated. Both inactive and deleted users cannot access your Genesys Cloud organization. Genesys recommends deleting inactive users in Genesys Cloud to complete the process.

For information about Genesys Cloud SCIM (Identity Management), see About Genesys Cloud SCIM (Identity Management) and Genesys Cloud SCIM (Identity Management) overview (Genesys Cloud Developer Center).

When you delete a user in Genesys Cloud and later reenable the user in Okta, Genesys Cloud changes the user’s status to Active. However, unlike when you create a new user, Genesys Cloud does not automatically restore the default employee role or any manually added roles to the reactivated user. You must manually reassign roles to the user in Genesys Cloud or use Push Groups in Okta. Genesys recommends that you assign roles to a group in Genesys Cloud and then add the user to the group in Okta.

For information about Genesys Cloud SCIM (Identity Management), see About Genesys Cloud SCIM (Identity Management) and Genesys Cloud SCIM (Identity Management) overview (Genesys Cloud Developer Center).

Yes, you can! The Genesys Cloud application in Okta uses first name plus last name by default: String.join(” “, user.firstName, user.lastName). But you can change the order or what fields appear by modifying the displayName attribute under Genesys Cloud Attribute Mappings. For more information, see Okta Expression Language in the Okta documentation.

For information about Genesys Cloud SCIM (Identity Management), see About Genesys Cloud SCIM (Identity Management) and Genesys Cloud SCIM (Identity Management) overview (Genesys Cloud Developer Center).

Unfortunately, no, you cannot import users from Genesys Cloud into Okta. Okta contains separate field names for family names and given names, both of which are required. Genesys Cloud does not separate names into two fields.

For information about Genesys Cloud SCIM (Identity Management), see About Genesys Cloud SCIM (Identity Management) and Genesys Cloud SCIM (Identity Management) overview (Genesys Cloud Developer Center).

Web services data actions include a pre-configured trust store containing a list of trusted root certificates. Several times a year Genesys Cloud updates this list in line with the industry standards.

Genesys Cloud makes available the trusted certificates via the /api/v2/integrations/actions/certificates/truststore Public API endpoint. Use this endpoint to list the root certificates trusted by the web services data actions.

For more information about the integration, see About the web services data actions integration.

Genesys Cloud changes the status of a Microsoft Entra ID user to inactive or deletes a user in Genesys Cloud based on input from Microsoft Entra ID.

If you remove a user from the app scope or you soft delete a user in Microsoft Entra ID, then Microsoft Entra ID notifies Genesys Cloud to change the user’s status to inactive. When you hard delete a user in Microsoft Entra ID or Microsoft Entra ID hard deletes a user based on a maintenance schedule (currently 30 days after removal or soft-delete), Microsoft Entra ID notifies Genesys Cloud to delete the user. 

For more information about how Microsoft Entra ID treats deactivation or deletion of users, see How provisioning works in the Microsoft Entra ID documentation.

For information about Genesys Cloud SCIM (Identity Management), see About Genesys Cloud SCIM (Identity Management) and Genesys Cloud SCIM (Identity Management) overview (Genesys Cloud Developer Center).

No. You cannot use Genesys Cloud data actions to perform actions on conversations, such as transferring, recording, or disconnecting a call. Only direct participants in a conversation, such as an agent or a customer, can modify the conversation using call controls.

Although Genesys Cloud data actions authenticate with an OAuth client that uses the Client Credentials grant type and the Client Credentials grant type is assigned roles, these roles have no user context and are not considered participants in a conversation. Even data actions run by an agent from a Script have no user context and cannot act on conversations.

The exception to the actions that can be performed on a conversation is to pause the recording using the dedicated endpoint. A client with the permission Conversation > Recording > PauseOthers can pause the recording even if they are not a participant in the conversation.

There can also be exceptions to the data actions that could be API-specific. Check whether the API resource can be used with the Client Credentials grant type.

For more information about the integration, see About the Genesys Cloud data actions integration.

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.

You can enable barge-in functionality for the Call Dialogflow Bot action in call flows that use the Google Cloud Dialogflow integration. Configure barge-in functionality for use with Genesys Cloud by creating a Custom Payload Response for your bot in the Google Dialogflow console.

To enable barge-in functionality for a Google Cloud Dialogflow bot, see Enable barge-in for Google Dialogflow bots.

To apply your preferred text-to-speech voice, in the Google Cloud Dialogflow console you must ensure that the Enable Automatic Text To Speech option is on. If it is not, the system uses the default text-to-speech voice.

Absolutely! You can use the AWS Lambda data actions integration and associated data actions to retrieve data from your on-premises solution through an AWS Lambda function in your AWS account. You can secure communication between Genesys Cloud’s virtual private cloud (VPC) and your AWS VPC, and between your AWS VPC and your on-premises solution. For more information, see Data actions with on-premises solutions overview, Workflow for data actions with on-premises solutions, Example AWS Lambda data action with on-premises solution.

For more information about the integration, see About the AWS Lambda data actions integration.

Do you see the following validation warning: “There are no Architect supported languages configured on the selected Dialogflow agent.”

If so, make sure to set the correct Bot language and region for your bot in the Google Cloud Dialogflow console. Architect flows do not run in generic language codes such as “en.” You must configure the Google Dialogflow bot language to have a region such as “en-us”. For more information, see Languages in Agent Settings.

Only the web services data actions support mutual authentication. For more information, see MTLS support for data actions.

For more information about the integration, see About the web services data actions integration.

No. Self-signed certificates are not recognized as trustworthy.

For more information about the integrations, see About the data actions integrations.

Genesys Cloud for Chrome is not officially supported for use with other browsers.

• Data actions in Scripter and through the Public API time out with an error after 20 seconds.
• Data actions in a call flow default to 60 seconds. If configured by the administrator, the data action timeout can be between 1 and 60 seconds. For more information, see Add configuration to custom actions for integrations.
• Data actions in test mode time out after 19 seconds to return a useful test mode report to the UI.

For more information about the integrations, see About the data actions integrations.

No. For PCI compliance, the service that executes web services data actions only communicates on port 443.

No. Data actions for the data actions integrations cannot transmit or accept XML. If you want the integrations to consume XML, Genesys recommends that you create an intermediary web service that can communicate with the XML endpoint.

For more information about the integrations, see About the data actions integrations.

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.

You must be a member of owners-only or members-only Genesys Cloud groups to administer chat notifications (webhooks) to those groups. If you are not a member of those groups, you won’t find them when you attempt to specify the Chat Target in the Genesys Cloud configuration. Ask the owners of those groups to add you as a member and then remove you when the configuration is completed.Note: You can administer notifications to public groups without being a member.

Genesys Cloud uses public IP addresses provided by Amazon. These public IP addresses change frequently. For more information, see About ports and services for your firewall.

Genesys Cloud developer tools are documented in the Genesys Cloud Developer Center. This site is for developers, partners, and anyone interested in interfacing directly to Genesys Cloud from their favorite language.

The Platform API has information on how to set up and use dialer resources, such as campaigns and contact lists, including tutorials about:

• Inserting records into a dialer call list and starting the campaign.
• Creating a campaign that can be run to place outbound calls.
• Creating a contact list for use with outbound dialing campaigns.
• Uploading contacts to an existing outbound dialing contact list.

The Developer Center is updated frequently, so check back often.

There is a rate limit of 10 webhook notifications per second. If you are seeing some notifications but not others, try narrowing the focus of the webhook mappings by adding more filters.

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.