Use Process Builder to route Salesforce emails

1. In Salesforce, click Setup.
2. Search for Process Builder.
3. Under Build > Create > Workflow & Approvals, click Process Builder.
4. Click New.
5. Enter a name for the process in the Process Name text box.
6. Under The process starts when, select A record changes.
7. Click Save.
8. Click Add Object. 
   1. Under Object, select Email Message.
   2. Under Start the process, select only when a record is created.
   3. Click Save.

   Click image to enlarge.

   

9. Click Add Criteria.
   1. Under Criteria Name, enter Incoming Case Email.

      Criteria for Executing Actions is automatically set to Conditions are met.

   2. Under Set Conditions, set the following two fields:
      1. Under Field, select Is Incoming.

         The API Name is Incoming.

      2. Click Choose. 

         Operator is automatically set to Equals. Type is automatically set to Boolean.

      3. Under Value, select True.
      4. Click Add Row.
      5. Under Field, select Case ID (not Case ID >).

         The API Name is ParentId.

      6. Click Choose.  
      7. Under Operator, select Is null.

         Type is automatically set to Boolean. Value is automatically set to False.

      8. Conditions is automatically set to All of the conditions are met (AND).
      9. Click Save.

   Click image to enlarge.

   

10. Click Add Action.
    1. Under Action Type, select Create a Record.
    2. Under Action Name, enter Genesys Cloud Routing Request.
    3. Under Record Type, select Genesys Cloud Routing Request.
    4. Under Set Field Values, add two required fields: Queue (or Inbound Email Flow) and Salesforce Object ID (for screenpop).
       Note: Do not use both Queue and Inbound Email Flow. If you use both fields, the integration defaults to Queue and logs an error. If you use Inbound Email Flow, set skills and languages on a queue in your Architect flow.

       You can use other fields in Process Builder to cause screen pops, to modify interaction details, or to add data to the activity records in Salesforce. See Advanced customization tab.

       1. Under Field, select Queue or Inbound Email Flow.

          Type is automatically set to Picklist.

          Note: Picklists for queues, skills, languages, and inbound email flows are limited to 1,000 each. If you have more than 1,000 of each in your Genesys Cloud organization, when you click Retrieve Options in the Retrieve Genesys Cloud Routing Options section, the integration displays an error message. For more information, see Configure the routing of Salesforce emails.
       2. Under Value, select the queue that you want Salesforce emails to route to or the Architect flow that you want the integration to route Salesforce emails through. 
       3. Click Add Row.
       4. Under Field, select Salesforce Object ID (for screenpop).
       5. Under Type, select Field Reference.
       6. Under Value, select Case ID (not Case ID >).

          The API Name for the field is ParentId.

       7. Click Choose.
       8. Click Save.

    Click image to enlarge.

    

11. Click Activate.

The process is now ready to use.