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Requirements for BYOC CCaaS setup

Ensure that both Genesys Cloud and Salesforce organizations meet the following requirements:

  • Genesys Cloud
    • Each agent handling messaging requires, at a minimum, a Genesys Cloud CX 2 license or a Genesys Cloud CX 1 Digital Add-on II license
    • CX Cloud from Genesys and Salesforce license for each messaging agent
    • At least one functional messaging deployment and flow with successful routing
    • Install and configure CX Cloud from Genesys and Salesforce integration
    • PKCE OAuth client configured with required scopes, including:
      • authorization:readonly
      • conversations
      • messaging:readonly
      • routing:readonly
      • users:readonly
      • webdeployments:readonly
      • organization:readonly
  • Salesforce
    • Service Cloud or Sales Cloud
    • Digital Engagement licenses for messaging agents
    • Einstein for Service or Einstein for Sales (optional)
    • Installed and configured CX Cloud from Genesys and Salesforce package 2.25 or later versions, and access to the key pair used for contact center creation
    • Service channel created for Messaging sessions and added to appropriate presence statuses
    • Contact Center Bring Your Own Channel User permission set assigned to an admin user
    • Partner Messaging User permission set assigned to agents using BYOC CCaaS